Why Service Design Is So Relevant
Service design is a core skill of any successful business. This might seem a surprising statement, but put it another way it will actually seem pretty obvious. That is, to be successful a business must know who its target customers are, what value it is delivering,...
read moreHow To Build A Successful Innovation Function
Digital and innovation are getting lots of attention from public servants for good reason. Public servants work within structures and institutions that were designed years or decades or even longer ago, and which have often not evolved as the world around...
read moreWhat If We Innovate Public Services
This post first appeared on Criterion Conferences blog: What if public services were available and delivered where and when you needed them? What if some longstanding and complex public policy problems were able to be reduced or even solved? What if far fewer people...
read moreCustomer Service or Hostage Situation?
There is an odd wrinkle in the digital era which is that companies continue to offer customer service like a kind of hostage situation where they won’t take action unless you, the customer, sit and watch while it happens. I have just spent 40 minutes in a live chat...
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