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Digital Services and Customer Experience

Spotlight Interview - Spotlight Interview – Digital Government and CX ANZ Q2 National Insights

Government is in an interesting position when it comes to technology trends. The pandemic has accelerated the shift to digital interaction. 59% of citizens we surveyed recently told us they increased their use of government digital platforms since the start of 2020. App dedicated and mobile responsive applications are becoming expected by citizens, which in turn means the same functions and features are being compared to leading digital applications such as Uber. We are seeing approaches of user centered design and development become common practice, there is now much more focus on capturing the voice of citizen to make design …
Spotlight Interview - Spotlight Interview – Digital Government and CX ANZ Q2 National Insights
Australia 23 Jun 2022
Industry Trends
Public
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Digital Services and Customer Experience

Government Reimagined: The Top Digital Trends in 2022

Events of the past two years have accelerated the need among government departments and agencies to reimagine public service delivery. With entire populations forced online, the efficacy of digital government and its ability to cater to every citizen has come into an even sharper focus. Delivering this level of proactivity relies on a shift in technology and mindset organised around the citizen. It means combining user experience, customer experience, and employee experience capabilities – powered by AI and analytics. Taking a citizen-centric view also extends to digital equality and developing the capability to reach all – not just most – …
Government Reimagined: The Top Digital Trends in 2022
Australia 10 Jun 2022
Industry Trends
Public
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Digital Services and Customer Experience

Driving Access, Inclusion and Innovation across Digital Government

As we journey beyond COVID-19, digital services will remain the primary way in which citizens engage with government, and thus require sustained prioritisation. To maintain momentum, government must continue to integrate accessibility, inclusion and innovation across digital service design and delivery. In 2022, we cannot let innovation diminish just because the challenges of the pandemic recede. As we embark on the long road to recovery, let’s sustain our digital transformation trajectory by reviewing, renewing and refining services for each and every citizen. By leveraging behavioural data and insights, we can maximise positive outcomes while fostering engagement and trust. Continuing to …
Driving Access, Inclusion and Innovation across Digital Government
Australia 6 Jun 2022
Whitepapers & Reports
Public
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Data, Analytics and AI

Speaker Spotlight Q&A with Sarah Truckle, Director of Program and Strategic Operations at the State of Vermont's Agency of Human Services

She has graduate degrees in both law and environmental policy from Vermont Law School. In her role within the Secretary’s Office, she leads the agency’s integration and care coordination through complex case management, directing the systems-level coordination of agency resources and community partner services. Additionally, her work integrates the Agency’s strategic operations supporting programmatic and fiscal alignment. Outside of work Sarah enjoys baking cakes and pastries, reading fiction, and walking through Hubbard Park with her two sons.
Speaker Spotlight Q&A with Sarah Truckle, Director of Program and Strategic Operations at the State of Vermont's Agency of Human Services
United States 28 May 2022
Interviews
Public
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Digital Services and Customer Experience

Speaker Spotlight Q&A: Wendy Geller, PhD - Division Director, Data Management & Analysis, Vermont Agency of Education

Wendy’s dissertation findings highlighted shifting demographics in education arenas and labor markets internationally, specific education orientations occurring across cultures, and presented thoughts on the social and spatial forces surrounding rural community viability. Since leaving academia, Dr. Geller has dedicated herself to creating the cultural, infrastructural, and operational conditions required for practicing good data science in the public sector. She lives in Montpelier, VT with her brilliant husband, Alex, their joyful son, Sylvan, and trusty companion, Sir Richard the Lionhearted Dog. Iteration, and the open expectation of failure with view to making something better, together, makes collaboration an everyday activity. It’s …
Speaker Spotlight Q&A: Wendy Geller, PhD - Division Director, Data Management & Analysis, Vermont Agency of Education
United States 10 May 2022
Interviews
Public
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Digital Services and Customer Experience

Spotlight Interview - Digital Government and CX ANZ Q1 National Insights

The number one trend we’re seeing across all the markets and industries we work in is the growing appreciation and demand for a great digital experience. This really picked up pace during COVID-19, when customer expectations accelerated at a rate that no one could have anticipated, let alone prepared for. It was already an emerging trend prior to the pandemic, but the need to move our lives online caused even historically conservative organisations to assess the experience they were offering customers and audiences online. We’re also noticing the increase in organisations’ adopting applications from a variety of vendors with a …
Spotlight Interview - Digital Government and CX ANZ Q1 National Insights
Australia 4 May 2022
Industry Trends
Public
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Digital Services and Customer Experience

Speaker Spotlight Q&A: Julia Wong, IT Accessibility Compliance Officer, Massachusetts Executive Office of Health and Human Services 

For nearly 20 years, Julia Wong has been instrumental in addressing accessibility issues within the Commonwealth of Massachusetts through her knowledge of general accessibility standards and compliance, Section 508 of the Rehabilitation Act, WCAG2 standards, as well as testing and remediation of various forms of electronic mediums. She has contributed to the accessibility standards for the Commonwealth by co-authoring the original state standards and the Executive Office of Health and Human Services (EOHHS) Secretariat Accessibility Policy. In her current role as the EOHHS Accessibility Compliance Officer, she ensures that EOHHS agencies are creating website content and developing applications that are …
Speaker Spotlight Q&A: Julia Wong, IT Accessibility Compliance Officer, Massachusetts Executive Office of Health and Human Services 
United States 29 Apr 2022
Interviews
Public
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Digital Services and Customer Experience

#GovInnovator Q&A: Deshard Stevens, CISO, NYC Commission on Human Rights

Deshard Stevens is a Chief Information Security Officer (CISO) with over 12 years of experience managing, developing, and implementing business strategies and technical solutions while leading and managing project development, cloud strategy, and information technology teams. Deshard was the recipient of the 2018 Rising Star Award from the New York City Public Sector CIO Academy. He is certified as a Project Management Professional (PMP), Certified in Risk and Information System Control (CRISC), Certified Data Privacy Solutions Engineer (CDPSE), and holds a Master of Business Administration. In his free time, Deshard is an avid runner. I am currently the Chief Information …
#GovInnovator Q&A: Deshard Stevens, CISO, NYC Commission on Human Rights
United States 16 Feb 2022
Interviews
Public
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