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Digital Services and Customer Experience
Exclusive Q&A: VITA's COO Talks Government Automation, RPA, and Leadership
Jonathan Ozovek is the Chief Operating Officer of the Virginia Information Technologies Agency - or VITA; a convenient acronym if ever there were one, given the importance of information technology to all aspects of life today. Answer: The main lesson I learned is how quickly the world can change. There is a level of connectivity and interdependency throughout the world today that was not the case decades ago. The main lessons I have reinforced are two fold...first, never lose sight of what is important and do not take your loved ones for granted and second, have multiple backup plans (i.e. …
Digital Services and Customer Experience
Designing and embedding a seamless and innovative end-to-end service
At the recent Service Design and Delivery event, we heard from the Department of Health as they dive into how to connect the real world experience to policy making. In this article we explore: In the Department of Health, one example of the way policy has always been traditionally developed is in the field of mental health. Unlike other conditions, where it is usually quite clear if there is an issue – like a broken bone for instance – mental health conditions “are complex and they can be very different from person to person.” When developing policy, it is therefore …
Digital Services and Customer Experience
Embedding a seamless experience across channels to connect & engage
The Secretary of the department put out a heartfelt statement and the department worked to address all the issues that the fire caused. More than that though, “from that incident came a real understanding of the need for empathy and for owning the issue.” It was also such a “profound experience” that it became the catalyst they needed “to change the way we think as an organisation.” From the response to that incident, they realised that DELWP needed to have three principles to live by: “be available; speak and listen; take action.” From these three principles came three engagement values …
Digital Services and Customer Experience
How Client Centric, Digital Public Sector Services Improve NSW Citizen Experience
Innovation is a word not often directly correlated with government services. Due primarily to challenges around size, scope, budgets, bureaucracy, general risk-aversion and public scrutiny, the public sector is often regarded as slow moving. As governments strive to balance priorities and the allocation of scarce resources, new approaches are needed. The public sector needs to be increasingly innovative and to work smarter to effectively respond to the complex challenges facing society now and into the future. In this whitepaper we explore these digital service delivery priorities and delve into why they’re crucial to the future of public sector innovation.
Digital Services and Customer Experience
Digital Inclusion in the Public Sector
Digital Inclusion in the Public Sector An Update on What it Means to be Digitally Inclusive. The Issues Facing Digital InclusionMore than 20 years ago, when personal devices started becoming ubiquitous, it was identified that not everyone had access to the same technology. A digital divide had bee…
Digital Services and Customer Experience
Women in Leadership Spotlight Series: Marjorie A. Cadogan, Executive Deputy Commissioner, Office of Citywide Health Insurance Access, NYC Human Resources Administration
In short, I am a health insurance problem solver and educator. I lead a dedicated team in the NYC Human Resources Administration’s Office of Citywide Health Insurance Access to expand access to health insurance for New York City residents and small businesses. We achieve our mission in a variety of ways: by administering a Citywide outreach and enrollment assistance initiative known as NYC Health Insurance Link which uses city agency sites, activities and programs to insinuate health insurance outreach and education into New Yorkers’ routine interactions with city services; maintenance of a comprehensive website of health insurance guidance and materials; …
Digital Services and Customer Experience
Natural Resource Canada’s Digital Accelerator
Canada has a rich history of innovation supporting economic growth, environmental protection and the well-being of Canadians. Over the last few decades the ever-changing forces of technology exerted transformational influence on our lives and on the global economy. This is particularly evident when it comes to natural resources where advancements in artificial intelligence (AI) and machine learning (ML) can bring wide-ranging improvements to science, research, production, resource extraction and other business functions.
Digital Services and Customer Experience
Pivot-al Learnings: PSN's transition to virtual events
Last spring, we at Public Sector Network took all of our programming online, beginning with our Digital Inclusion event. ( It’s hard to believe that our second edition is next week! ) We have been learning and growing ever since then! Here are a few takea…
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