Insights

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 …

Juhi Agarwal Digital Services and Customer Experience

4 May 2022

INTERVIEWS

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 …

Knia Pablo Digital Services and Customer Experience

29 Apr 2022

INDUSTRY TRENDS

Sustaining Digital Transformation beyond COVID Times

At the recent Sustaining Digital Transformation Beyond COVID Times event as part of the Digital Government and CX National Insights Series, we heard from Michelle Dowdell, First Assistant Secretary, Digital Technology Taskforce, Australian Department of the Prime Minister and Cabinet as she delves into delivering a modern and digital economy to drive Australia’s future prosperity. In this article she explores: From a numbers perspective alone, “over 50 million telehealth services were accessed in just one year in Australia; nearly a quarter of all businesses changed what they delivered in the first three weeks of the pandemic; and almost nine in …

Teresa Anderson Digital Services and Customer Experience

14 Apr 2022

WHITEPAPERS & REPORTS

How to Improve Digital Service Delivery for Citizens and Employees

In many seen and unseen ways, the world is constantly changing. The pandemic that we are all still living through is just the latest in a series of tumultuous global events that began following the end of the Second World War, including the digital revolution. Now, decades later, digital transformations are still taking place in almost every industry at significant pace, with the pandemic often acting as a catalyst for even greater and faster change. While the private sector often leads the charge towards a new age, no industry can afford to be left behind, including the public sector. Consumers …

Rosie Fea Digital Services and Customer Experience

13 Apr 2022

INTERVIEWS

#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 …

Paris Armstrong Digital Services and Customer Experience

16 Feb 2022

INTERVIEWS

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. …

Paris Armstrong Digital Services and Customer Experience

27 Jan 2022

INDUSTRY TRENDS

Connecting with citizens through targeted and engaging communications

The way we all communicate has changed. The invention of the telephone was a genuine game-changer, but now nearly a century and a half later, communication takes many forms, particularly in the digital space, and government agencies need to be at the forefront of this revolution. In Australia, many of the federal agencies in particular have embraced social media and have re-created their digital strategies to match the expectations of their communities. This paper showcases examples from three of those agencies. The experience of social media is now fundamental to the creative, artistic and cultural industries within Australia and across …

Rosie Fea Digital Services and Customer Experience

19 Nov 2021

WHITEPAPERS & REPORTS

Driving service excellence in state government through digital transformation

The first two decades of the current century have seen enormous technological changes in almost every field. Digital technology continues to have a disruptive impact on businesses and the economy, and it is not an exaggeration to say that any organisation or sector that doesn’t keep up with the pace of digital transformation will be left behind. Digitisation however is not only about the use of technology. It is about being able to work seamlessly in the digital age. At a state level, the process to digitise is often more complicated because there is not an equivalent transformation agency in …

Rosie Fea Digital Services and Customer Experience

16 Nov 2021