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Author Archive

2017: Transforming Government Perspectives

Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 ‘Conversations Workshops.’ Our most recent workshop was held in San Francisco just a few weeks after Donald Trump was elected President. Many of […]

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Improving Digital Engagement with the UK Government

Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed. The investment in faster broadband and cellular infrastructure shows that the demand […]

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Hats Off to Customer Personas—Optimizing Digital First Strategies

One of the keys to optimizing government digital transformation strategies is being able to identify individuals online so they can access services conveniently and securely. In my blog, Deliver More Economic Benefits by Getting Secure Online Transactions Right, I pointed out that although not all digital services require people to be authenticated via an online […]

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The Problem of Inconsistent Online Government Experiences

Today’s digital consumers are used to conducting business online— shopping from their favorite retailers, getting answers to questions, even watching movies and listening to music. These digital consumers are also digital citizens, who demand the same online experience when dealing with a government agency. Traditionally, these government agencies are slow adopters of new technology and […]

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A Digital First Strategy Roadmap

As I mentioned in a previous blog, I don’t think I know of any government organization that hasn’t established some form of digital-first strategy. However, many will admit they have a long way to go before they achieve digital nirvana. The idea of a digital-first strategy roadmap can be daunting, especially when there is somewhat […]

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The Importance of Voice Self-Service in Government Digital First Strategies

Sometimes viewed by organizations as a bit onerous, voice self-service is actually generating significant savings in government agencies across the world. Therefore, it should not be ignored in this extended age of austerity. Implemented incorrectly, voice self-service can be viewed as a barrier to speaking to an agent—we have all had this kind of IVR […]

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Do Government Digital First Strategies Actually Deliver?

I can’t think of any government organization that doesn’t have some form of digital-first strategy in place. However, I also don’t know of any government organization that would claim to have achieved their digital-first goals—let alone exceeded them. Instead, I hear complaints, such as “It’s too easy for citizens to pick up the phone,” and […]

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Top 5 Predictions for Government and Public Sector Customer Service, Part 2 – 2016 Predictions

Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy! Digital First Software Rationalization 2015 was meant to be a year of optimism but economic difficulties in countries around the globe have dampened things, leading to a […]

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Top 5 Predictions for Government and Public Sector Customer Service, Part 1 – 2015 in Review

Almost one year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each prediction and give them a grade (on a scale of 1-10, with 1 […]

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Deliver More Economic Benefits by Getting Secure Online Transactions Right

In my previous blog, Don’t Let Fear Drive Your Digital First Customer Engagement Strategy, I pointed out that while many government organizations have implemented some form of digital-first strategy, many would say that those strategies have not yet delivered their intended economic benefits. While there are many non-technology related barriers to fully realizing the intended […]

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