Insights

A Citizen-Led Digital Government Transformation

Customer centricity becomes more paramount in uncertain times, and the ability for the Public Sector to adapt and respond quickly to society’s changing needs is crucial in moments of disruption, as habits and behaviours irreversibly change and public trust is undoubtedly shaken. This is necessitating a new kind of governmental reform; to reshape services by redesigning, and reorganising how departments cater to the increasingly digitally driven – and now at times physically isolated – citizen. The focus needs to be on fostering a deeper understanding of public needs, combined with the transforming of service experience for citizens through embracing technological …

Rosie Fea Digital Services and Customer Experience

12 Jan 2021

WHITEPAPERS & REPORTS

Digital Identity

Ensuring that citizens can log on to services online and that their identities are protected and secure, is one of the main priorities of the government. This paper presents the perspectives of three digital experts from three different jurisdictions and follows their journeys towards successful digital identity engagement, including the challenges they faced along the way. Keeping citizens and their identities safe is a key task of government, and these examples provide lessons for how that can be achieved.

Public Sector Network Digital Services and Customer Experience

8 Jan 2021

WHITEPAPERS & REPORTS

Customer Centric Contact Centres

Contact centres are staffed by people and are designed to answer the queries of people calling them. It is important that the people who run them consistently remember that people – both staff and customers – need to be at the centre of the operation. Public sector contact centres have changed and improved over the years, but recent catalysts like an examination of outdated measures, the pandemic and other crises have exacerbated the need for change, and thus contact centres have begun to innovate, change and improve. This paper incorporates three examples from different jurisdictions and follows their journeys as …

Public Sector Network Digital Services and Customer Experience

22 Oct 2020

WHITEPAPERS & REPORTS

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.

Public Sector Network Digital Services and Customer Experience

29 Sep 2020

WHITEPAPERS & REPORTS

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.

Neboneid Hamoo Digital Services and Customer Experience

29 Sep 2020

WHITEPAPERS & REPORTS

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.

Public Sector Network Digital Services and Customer Experience

11 Aug 2020

WHITEPAPERS & REPORTS

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.

Neboneid Hamoo Digital Services and Customer Experience

11 Aug 2020

INDUSTRY TRENDS