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Citizen Experience IT Solutions Newsletter

The following newsletter summarizes notable news, resources, and relevant events around the government's digital transformation towards providing a better citizen experience (CX) and improving public engagement.

Count on Carahsoft for COVID-19 response solutions. As government agencies continue to focus on recovery response, preparedness, and adapt to our new normal, Carahsoft is available to support you with 24x7 live assistance. With fast order processing capabilities for solutions, your organization will be able to make more data-driven decisions, help allocate resources, and keep the public informed during this time. Please call us at 888-662-2724 or email us for any of your IT needs.


COVID-19, as we all know, has shifted our collective behavior to contactless interactions in nearly every facet of our lives. Accelerated adoption of digital efficiencies during the pandemic has created an enterprise-level need for businesses and organizations across the globe to upgrade, from telemedicine to curbside pick-up. In fact, as you read this, contactless service is being honed in nearly all sectors. 

While enhancements are felt through customer experiences in the commercial realm, this survey found that customer experiences, specifically in regard to interactions with the Federal Government, are poised for improvement. 

Read the survey report to uncover how constituents are rating the Federal Government's customer experience delivery.

The business of fraud is booming. Unemployment fraud in the U.S. topped $36 billion in 2020 as fraudsters leveraged the chaos of COVID-19 to intercept billions of dollars in relief and stimulus funds. Now, labor departments and banks are asking: How can we prevent this fraud and protect our citizens? A growing number are turning to intelligent solutions powered by AI and biometrics to proactively detect and prevent unemployment fraud while continuing to make sure legitimate claimants get their benefits. 

State and local governments are receiving the largest amount of grant funding yet that will be channeled to communities, small business, and individual citizens as part of the American Rescue Plan Act of 2021. In fact, for the very first time, as much as $65.1 billion will be distributed to cities using a modified Community Development Block Grant (CDBG) program formula. However, to ensure this funding actually has the desired impact in communities, multiple stakeholders must work together, especially when it comes to the timely distribution and management of those funds. 

Access this guide to learn more about CDBG funding and how to ensure it accomplishes the desired impact on communities.

This time last year, a fair amount of people had likely never gone online to interact with their local or federal government. Residents had become accustomed to visiting a physical government office. The onset of the COVID-19 pandemic created a digital-only reality that forced people online. Government offices rushed to maintain service continuity.

Check out this study to understand how citizen perceptions have shifted around digital government this past year. 

More than a fifth of agencies find citizen expectations on social media a challenge and that number is on the rise. A new survey of 289 officials found that agencies at the federal, state, and local levels face new pressures to evolve the way they engage with the communities they serve. Get performance metrics to compare your agency to others, as well as expert tips from Hootsuite on critical topics including tone of voice, security, and measuring social's impact. 

Discover how your agency can keep pace in Hootsuite's latest Benchmark Report.
Meet the demands of a modern workplace by utilizing stimulus money to invest in building the skilled workforce of the future.
Learn how government entities are building a data culture to promote data-driven decision making at every organizational level.
Create a single source of truth with three core elements of full-stack observability.
Leverage modern security tools provided by ForgeRock to address commonly encountered unemployment insurance flaws. 
Enable better mission enablement with world-class customer service with ServiceNow.
Deliver greater access, engagement, and impact to citizens through digitized public services. 
Discover how ServiceNow is improving service delivery for software factories.
Oklahoma City partners with Accela to create efficiency by moving permits to a digital submittal and review format. 
Leverage workflow automation technology to meet citizen demands in the digital era. 
Discover how Milwaukee County implemented and develop an online portal, expediting access to county services.
Louisville Metro teams up with DocuSign to provide faster relief to people in need during the peak of the COVID-19 crisis. 
Fresno State University adopts Flexera's RAMP solution to gain the insight needed to prioritize cloud migration. 
Consolidate siloed point solutions and provide a consistent service context and a single data model on the Now Platform. 
May 18th - 19th Qualtrics Experience Symposium - Virtual Event
May 20th U.S. Courts Digital Engagement Day - Virtual Event
May 25th Salesforce Public Sector Transformation Summit - Virtual Event
May 25th - 27thNew Relic FutureStack - Virtual Event
May 27th Ask Us Anything About Your STR Compliance Program - Virtual Event
Every Thursday
Zoom Demo Desk - May Weekly Demos
June 9th 2021 ForgeRock Identity Live - Virtual Event
June 10thGranicus Summer School: The Basics of Solid Gov Marketing - Webinar
June 15th Granicus Summer School: How to Set Up Segmentation and Campaigns - Webinar
June 15th Adobe Experience Makers Government Forum - Virtual Event
June 17th Granicus Summer School: A Tutorial of GovD's Advanced Features - Webinar
August 4th 11th Annual Citizen Experience Seminar - Virtual Event
On-DemandHootsuite Fireside Chat: Integrating Social Into Government Missions - Webinar
On-DemandEnsuring the Health and Welfare of Your Court System's Entire IT Estate - Webinar
On-DemandModernizing the Digital Citizen Experience - Webinar
On-DemandWhy ITAM Should Be a "Must Have" in All Large DoD Programs - Webinar
On-DemandStreamlining Housing Assistance Determination with Automated Data - Webinar

About Carahsoft's Citizen Experience & Engagement IT Solutions

Carahsoft’s strong relationships with leading CX and engagement partners, and our deep understanding of the CX landscape, provides customers with the confidence they need to accurately match project requirements with supporting technologies.

The Citizen Experience portfolio at Carahsoft brings together a variety of industry-leading solutions that analyze and disseminate information to the citizens, public, and community. These solutions provide a means for the government to uphold responsibilities to share and report information to the public in a secure manner.
Questions? Contact us.

If you have questions or need additional information, please don’t hesitate to contact our team.

carahsoft
Citizen Experience & Engagement Team at Carahsoft
703-673-3570

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