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Citizen Engagement Blog

GovTech Recap: What Priorities City and County Government CIOs Have in Common

This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In hosted by the Washington D.C. CTO, Archana Vemulapalli, and her team. Important and common government priorities being discussed included: IoT governance, identity and security management, government workforce and technology opportunities.

As a technology sponsor of this event, we were invited to join the discussion and learn from technology leaders from some of the top cities and counties in the U.S. As COO at Contact Solutions, a Verint Company, I was privileged to have deeper discussions with many city and county leaders, along with our Operations Analyst, Christina Mero, and offer these timely collective insights. 

Topics: Government customer service Contact Center Insights IVR Industry Insights Process Improvement

Customer Service Challenges with an Aging Government Workforce


Population aging has been called the “silver tsunami,” as cited in the Pew Internet Project’s 2001 “Wired Seniors” report, which was a catalyst early warning sign of things to come. Now, it appears the wave of Baby Boomer retirements from the government is about to hit.

While this retirement juggernaut was originally supposed to crest in 2011, many public sector employees delayed their exit due to the economic effects of the recession. Currently, 2017 is the target year. Are you ready?

Topics: Government customer service IVR Customer Experience Contact Center Insights Process Improvement