Showing posts with label service. Show all posts
Showing posts with label service. Show all posts
Friday, August 14, 2015

Government digital service designers need to start thinking with their stomachs

›
Traditionally governments have taken cues from banks and social networks for innovative ways to design online services to make them easier ...
Thursday, October 17, 2013

A look into the mind of John Miri

›
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

›
I've managed to organise with The Australian Centre for Social Innovation (TACSI), for two of their leading codesign practitioners to p...
Tuesday, January 29, 2013

Can governments crowdfund (some of the time) rather than tax?

›
Taxation has become the accepted approach used by most governments to raise most of their funds. In its simplest form it involves taking...
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.

›
Most public sector agencies are designed as centres of expertise on policy and service delivery. By gathering, or training, experts in a...
Wednesday, October 19, 2011

Social media is now normal - so why do government agencies persist in treating it as an edge case?

›
As this article in Fast Company illustrates, social media is now normal, an integrated set of tools for ongoing human interaction. We...
4 comments:
Thursday, September 15, 2011

"Last in first out" - is this a risk for social media expertise and channel use in government?

›
I've seen (and spoken with colleagues about) a number of austerity measures taken in government agencies around Australia over the last ...
Monday, July 04, 2011

Should government agencies embrace co-production for policy and services?

›
Ovum has published an interesting article by Steve Hodgkinson on Co-production: the new face of public services . In the article Hodgkinso...
Wednesday, November 10, 2010

Whether to reuse or build - government choices in a connected world

›
There's been discussion on Twitter over the last day about whether Australian government should be building online platforms, such as a ...
5 comments:
Thursday, August 12, 2010

Victoria releases best-practice Gov 2.0 Action Plan

›
Victoria has maintained its lead over other Australian states in the adoption of Government 2.0 through today's release of the Governmen...
Wednesday, February 03, 2010

Google to end support for Internet Explorer 6 during 2010

›
Google has announced that it will progressively end support for Microsoft Internet Explorer 6 during 2010 - beginning with Google Docs and S...
2 comments:
Wednesday, January 07, 2009

Can virtual agents replace contact centre staff?

›
The US Defense department is currently investigating the development of virtual parents to allow children to communicate online with parents...
Monday, December 29, 2008

Europe showcases 40 innovative egovernment projects

›
The new Smart Regions website showcases 40 European egovernment initiatives between 2002 and 2007. One of the primary messages of the site ...
Monday, November 10, 2008

Balancing customer, agency and political needs in an online world

›
Long-serving public servants are familiar with the challenge of balancing customer, agency and political wishes, with a clear understanding ...
Thursday, November 06, 2008

Using egovernment to improve customer service

›
A useful article in MyCustomer.com outlines how egovernment has become a central plank in the UK government's drive to provide, Service,...
Thursday, October 09, 2008

The case for offering live customer support online

›
There are a variety of ways to simply and cost-effectively offer customer support online and,  given that it's not yet common in the Aus...
2 comments:
Tuesday, October 07, 2008

50 ideas on using Twitter for organisations

›
Following from my post this morning on Telstra's use of Twitter, Chris Brogan wrote an excellent piece last month on how organisations ...

Telstra does Twitter

›
Telstra recently took up 'tweeting' as a channel for providing customer service. Discussed via their Nowwearetalking site , there...
Wednesday, September 10, 2008

Extending the appeal of fuelwatch - making it 'you'-centrinc

›
It's still unclear to me whether a national version of Fuelwatch will be launched due to the political discussions underway (the WA ver...
Sunday, September 07, 2008

Addressing customer service for the email channel

›
From my experience in government, both as a customer and as a public servant, I've discovered that when addressing emails from citizens,...
1 comment: