Omnichannel Customer Service Helps Agencies Adapt to New Demands
In providing digital government services, the omnichannel approach helps provide customers with a smooth and consistent experience.
Posts Tagged: adaptive
Manage Teamwork Across a Distributed Workforce
n a hybrid work environment, teamwork requires new tactics and a new intentionality. Here are some ways to foster your team, whether it’s in person or remote.
Human-Centered Design: Keep Users in Mind to Keep Services Fresh
Human-centered design is more than just “giving people what they say they want.” It demands digging in deeper and finding pain points — and ways to fix them.
People First: How to Ingrain a Customer-Centric Culture
Adapting to customer-centric government means listening to the needs of your constituents. Here are some best practices for getting it right.
“Stat” Movement Turns Twenty
Harvard’s Bob Behn has been working on his latest book about the “-Stat” movement for more than a decade. I’ve been eagerly awaiting its release and told him I would read and share my impressions with others. In his inimitable response, he just asked that I spelled “Behn” and “PerformanceStat” correctly. Since 2001, Dr. BehnRead… Read more »
Standardizing Innovation
Originally posted at www.cpsrenewal.ca. Voices have been asking how government could take advantage of interesting models such as gamification, crowdsourcing, nudges, etc., looking for opportunities to innovate. I’ve tended to think that, if there is value in such approaches, the better question would be “Why are we not already using them?” And there’s a reasonableRead… Read more »
Starlings, Transparency, and Thad Allen
I always consider a conference a success if I come away inspired by one big idea. That happened to me at the recent annual conference of the American Society for Public Administration. I’ve been mulling over a series of presentations given at that conference that coincidentally helped me think more clearly about “complexity theory” andRead… Read more »
Better Project Management is the Key to Gov 2.0
I was going to post more about Process Intelligence and the Adaptive Project Framework last Monday but I was snowed under at work. Good thing because John Kamensky posted a great comment on President Obama’s Accountable Government Initiative. As I read the snapshots of the six initiatives, I was struck by how the success ofRead… Read more »
Process Intelligence plus Project Management equals Lean Change Management
Been a while since I’ve blogged but it was quite fruitful absence. I spent the time catching up on the latest developments in management including a fascinating book on Process Intelligence. What I like about process intelligence is that it is blending of business process management and business analytics that aids in designing an optimumRead… Read more »