On Wednesday, April 8, 2026, ACT-IAC is hosting the Contact Center Transformation Summit in Reston, Virginia. The event will bring together government agencies, technology leaders, and industry
Today, citizens want, and need, to interact with federal agencies in myriad ways that encompass both traditional and modern means. From Boomers connecting by telephone with the Social
Today, agencies that deliver essential citizen services including the Departments of Labor, Commerce, the Census Bureau, and USDA face a monumental task. Whether the agency is processing millions of unemployment
As society moves further into the digital age, expectations about how services are delivered are changing quickly. Where phone calls were once the gold standard of customer
Today, federal agencies can no longer get away with yesterday’s service delivery standards. Influenced by their experiences with private sector organizations, citizens are no longer content
Yesterday, we shared part one of our new Clickthrough podcast. Guests, Mike Raker, CTO of Maximus and Jason Schick, Vice President of US Public Sector at Genesys focused on how citizen expectations about
