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Digital Services and Customer Experience

Multi Channel Citizen Engagement in 2020

Our modern world means that governments and government agencies need to engage with their stakeholders in new and innovative ways, and in multiple ways to create true engagement. Such an approach needs to have customers at its centre, needs to engage with the right audience for the right purpose and it needs to use technology in the best possible way to achieve its outcomes.
Multi Channel Citizen Engagement in 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Driving Citizen Experience in the Public Service 2020

Public sector agencies haven’t always embraced technology as quickly as the public expects them to. While this began to change before the pandemic struck, COVID-19 has forced government agencies to embrace technology, to change their practices and to ensure that their users – the citizens – are at the centre of these changes.
Driving Citizen Experience in the Public Service 2020
Australia 29 Sep 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Digital Government in 2020

This paper examines the role of government in supporting customers through critical challenges, including COVID-19, and how to achieve transformation, retain public faith in digital services, and understand the needs of clients when developing new platforms.
Digital Government in 2020
Australia 11 Aug 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Innovation in the Australian Public Service (APS)

Against the backdrop of COVID-19, this paper examines new ways of dealing with current and long-standing challenges to the delivery of effective public service, focusing on five streams: policies, processes, people, data and technology.
Innovation in the Australian Public Service (APS)
Australia 11 Aug 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Accelerating The Omnichannel Future of Government Through Customer Obsession

Virtual Multi-Channel Citizen Engagement | Monday, 20 July 2020 Sam Higgins, Principal Analyst, Forrester
Accelerating The Omnichannel Future of Government Through Customer Obsession
Australia 30 Jul 2020
Industry Trends
Public
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Digital Services and Customer Experience

WA Government Innovation Survey Summary 2020

On 5 March 2020 Public Sector Network delivered the WA Government Innovation Showcase in Perth in conjunction with the WA Government. An online survey, open to all attendees, was conducted in association with the event. The survey asked a number of questions about innovation strategies, as well as views on the subject by individual respondents. The survey was answered by 115 attendees, roughly one-third of the total, and included both qualitative and quantitative questions.
WA Government Innovation Survey Summary 2020
Australia 14 Jul 2020
Industry Trends
Public
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Data, Analytics and AI

How to become customer-centric with digital transformation

Digital technology is fundamentally changing the way organisations of all kinds—business and government—interact with those they serve, be they customers or citizens. Today, organisations have the power to communicate in real-time and receive immediate feedback from online interactions. Whilst individuals have access to collaborative workflows via direct and instant access to information and services, government departments gain greater responsiveness to customer needs, improved efficiencies, and additional value add to customers. Digital technology enables organisations to become truly customer-centric in a way that was never previously possible. However, developing and implementing the systems to realise the potential of digital technology presents …
How to become customer-centric with digital transformation
Australia 14 Jul 2020
Whitepapers & Reports
Public
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Digital Services and Customer Experience

Leverage Digital Transformation to Deliver Enterprise Services in the "New Normal" - Bob Osborn, ServiceNow

Government agencies are wrestling with continuity of operations with a dispersed workforce caused by the recent pandemic. Agencies had made enormous investments in digital transformation, which can be leveraged to not only deal with these recent challenges but embrace a new normal. Organizations may not have been prepared for the sweeping impact of COVID-19. Leaders now have a short window where they can not only set the structure of what returning to the workplace looks like, but also define the culture of the company for years to come. Digital workflows provide flexibility in a world where working remotely is the …
Leverage Digital Transformation to Deliver Enterprise Services in the "New Normal" - Bob Osborn, ServiceNow
Canada 14 Jul 2020
Whitepapers & Reports
Public
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