Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Friday, September 30, 2016

Australian government ePetitions compared to international models

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Australians might be surprised to learn that the Australian parliament only agreed to formally accept ePetitions in July 2015 . That wa...
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Monday, January 04, 2016

Improvement in governance is the goal, innovation and transformation are simply techniques to help it along

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Over the last year in Australian government there's been increasing rhetoric around transformation (primarily digital) and innovation. ...
Thursday, December 03, 2015

New data report signals a major shift in data thinking in the senior Australian public service

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While successive Australian governments have touted 'evidence-based policy', a significant ongoing challenge within Australia's...
Tuesday, November 24, 2015

Presentation on digital citizenship, user experience & the emerging role of libraries

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The other week I was in Wellington, New Zealand for the international Linked up, Loud and Literate: Libraries enabling digital citizenship ...
Friday, August 14, 2015

Government digital service designers need to start thinking with their stomachs

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Traditionally governments have taken cues from banks and social networks for innovative ways to design online services to make them easier ...
Wednesday, July 08, 2015

No it's a not appropriate to load test on your citizens in production - particularly when it's a critical service

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The last week has seen a range of major issues for the Australian Government's new MyTax service. As reported across both traditional...
Tuesday, September 09, 2014

Digital Disruption - an interview with Marie Johnson

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This is the first in a series of interviews I'm doing as part of Delib Australia's media partnership with CeBIT in support of  GovI...
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Friday, March 28, 2014

What should agencies do when online services change their terms of use?

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Governments around the world now rely on social media services to reach and engage citizens, disseminate information, to monitor what peopl...
Thursday, October 17, 2013

A look into the mind of John Miri

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Yesterday I had the opportunity to catch up with John Miri , the former Deputy to the State CTO for Texas, following his presentation at Si...
Monday, April 22, 2013

Free introduction to codesign event with TACSI in Canberra on Monday 29 April - register now, limited spots

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I've managed to organise with The Australian Centre for Social Innovation (TACSI), for two of their leading codesign practitioners to p...
Monday, November 19, 2012

But we're the experts! Why the 'internal expert' democratic governance model is gradually failing and what can be done about it.

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Most public sector agencies are designed as centres of expertise on policy and service delivery. By gathering, or training, experts in a...