Subscribe to RSS Feed grab our rss feed

Author Archive

U.K.’s Government as a Platform Initiative Making Progress

The U.K. government has been delivering on its Government as a Platform initiative for the past few years. But what exactly is it? The official definition is…“Government as a Platform is a new vision for digital government; a common core infrastructure of shared digital systems, technology and processes on which it’s easy to build brilliant, […]

read more...

Digital Transformation Going Slowly for Local U.K. Authorities

Local governments are generally not considered “early adopters” when it comes to technology. Citizens tend to be the ones who use the latest technology, then almost have to force local governments and agencies to finally begin using it. But, government adoption of technology always seems to progress slowly. A recent survey of 75 U.K. councils […]

read more...

Innovative Leadership by the City of Tulsa: Making Government Smarter and our Communities Better

  As I mentioned in my previous blog, Verint recently wrapped up its annual global customer conference — Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories are about succeeding in […]

read more...

Innovative Leadership by the City of Buffalo: Making Government Smarter and our Communities Better

Verint recently wrapped up its annual global customer conference — Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press. Their stories are about succeeding despite major challenges, doing what others are not doing, […]

read more...

How One City Shined a Light on Dark Data

In my last blog, I highlighted government’s challenge of understanding and using the huge amount of data they are bombarded with daily to make better decisions and better serve their citizens—and how one city was empowering its citizens to gain intelligence from this data and take action on it themselves. Now, I want to look […]

read more...

Creating Smarter Government for Smarter Citizens

Government organizations are bombarded with huge amounts of data on a daily basis. But do they understand and use this data to make better decisions and better serve their citizens? Or, in Verint terminology, can they turn this information into Actionable Intelligence®? Broadly speaking, two different groups of people can take action on this data […]

read more...

The Role of Government Employees in a Digital (and Smarter) World

We live in a digital world where you can access information and complete tasks online whenever and wherever you want. We’ve all gone online to do some shopping, download music or stream our favorite TV shows. The good news is that government and public sector organizations have largely followed the commercial sector, and are now […]

read more...

Top 5 Predictions for Government and Public Sector Customer Service Part 2: 2015 Predictions

Now that I’ve graded my performance on my predictions for government and public sector customer service in 2014, it’s time for my Top 5 predictions for 2015. Enjoy!   Customer experience becomes strategic for government Government and public sector organizations will increasingly approach customer experience in a more strategic manner, just like their private sector […]

read more...

Top 5 Predictions for Government and Public Sector Customer Service Part 1: 2014 in Review

You may remember that I made some predictions for what would take place in government and public sector customer service in 2014. Now that we have moved into 2015, it’s time to take a look at how I did with my predictions. I’ll review each prediction and give them a grade (on a scale of […]

read more...

Government CX Demands a Chief Digital Officer

As part of the mandate to improve the federal customer experience, government agencies are hiring Chief Customer Officers (CCO) to lead the way. In general, a CCO is an executive responsible for the total relationship with an organization’s customers and to provide a single vision across all methods of customer contact. This is a relatively […]

read more...