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Citizen Engagement Content
2026 Customer Experience Buyer’s Guide for...
As constituent expectations continue to evolve, government agencies must modernize how they deliver services, communicate with the public, and create seamless digital experiences. The 2026 Customer Experience Buyer’s Guide for…
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Plain Writing 2026 – State of the Nation: Top 31...
This report delivers the first AI-driven audit of plain language compliance across 31 federal High Impact Service Provider (HISP) websites. Findings reveal an average score of 57.4, with 45% of…
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Michigan Citizen’s Guide to State Government
Understanding how your state government works is the first step in making your voice heard. This guide gives citizens the tools to actively participate in policymaking, from contacting elected officials…
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The Opportunity Project
This report showcases how The Opportunity Project (TOP)—a U.S. Census Bureau initiative—brings together government, technologists, and communities to solve public challenges through open data. It explores how cross-sector collaboration turns…
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Collaborative Public Engagement for Building Trust...
This report from the IBM Center for The Business of Government examines how public leaders can rebuild trust through collaborative engagement practices. Drawing on research and case studies from Washington…
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Harnessing GenAI to Elevate the Citizen Experience
State CIOs see generative AI as a powerful tool to improve citizen services, reduce administrative burdens, and support frontline workers—but most deployments are still cautious and limited to pilots. Public…
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America’s Digital Splash
The Government Publishing Office’s GovInfo platform continues to experience double-digit year-over-year growth in both content uploaded and retrieved. From its beginnings with only a few publications online, GovInfo now hosts…
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2030 Census Operational Plan
The 2030 Census Operational Plan outlines how the Census Bureau will build on lessons from 2020 to deliver a more accurate, efficient, and trusted count. Innovations include expanded use of…
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Developing a Child Care-Inclusive Poverty Measure
Child care costs have become one of the fastest-growing household expenses, yet the Supplemental Poverty Measure (SPM) does not treat them as a basic need. This paper from the U.S.…
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Female Poverty and the Social Safety Net
Between 2019 and 2023, changes to the U.S. social safety net—especially during the COVID-19 pandemic—had a notable impact on reducing poverty for women, particularly in single-mother households. Expanded refundable tax…
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Privacy Impact Assessment for the Enterprise...
To better serve the public, USCIS is rolling out the Enterprise Contact eXperience system—a modern, cloud-based solution replacing its legacy call center. This platform handles over 15 million calls a…
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From Services to Experiences: The Next Generation...
Government agencies are rethinking public service delivery by shifting from reactive support to personalized, proactive engagement. This transformation is driven by technologies like agentic AI, unified resident profiles, and mobile-first…
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City Population Growth: July 2023 to July 2024
From July 2023 to July 2024, cities and towns across the U.S. saw overall population growth regardless of size, according to the latest Census estimates. Smaller towns (under 10,000 people)…
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Birth Cohort Geographic Mobility in the United...
This U.S. Census Bureau report explores how Americans’ geographic mobility has changed across generations from 2005 to 2023. Millennials showed the highest mobility rates for most of the period, particularly…
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ServiceNow and Genesys: A Unified Experience for...
When contact center agents switch between disconnected systems, it costs time, accuracy, and customer trust. The Unified Experience from Genesys and ServiceNow brings all interactions and tasks into one AI-powered…
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