Improving customer experience to enhance performance in government

What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions. Read More

How to Modernize Government Using Open Data Sources

In a previous blog post about modernizing government, I talked about why open data matters, and how it can be a tool of democracy. In today’s post I want to focus on open sources and some of the opposition posed towards open source development models. Open source as a development model, and having open data,… Read More

Return on Investment (ROI) Model in Government – Does It Really Exists? Maybe…

The question of how government can track the success of profitless projects comes into question on a regular basis. It is easy to follow a dollar. Money leaves tracks, but how does local government leverage private practice metrics to better inform future projects and practices? Non-profits use a different measure of value to reflect a… Read More

Planning for the Future of Digital Services in Government

I was recently asked in an interview with Govloop, a government focused social network and online publication, about how the City of Philadelphia is engaging citizens through digital services. Government is changing, and the conversation is no longer about why we need digital services for engagement initiatives, but how we can use them. The key… Read More

8 Tips to Get Your Team Using CRM in 2015 by Michael Hanna

  A CRM implementation is more of a cultural change than a technological change. That’s because adopting a new system requires changing habits, and changing habits is hard. It’s hard for those who want to change, let alone those who do not. Most people demand change, but resist it when it comes. Resistance to change is… Read More

Process Trumps Innovation in Business Analytics by Tony Consentino

I wanted to reblog this post by Tony Consentino, Ventana Research VP and Research Director,  because it was very insightful and thought provoking. In summary, when using or talking about big data, one should think of terms “What, So what, Now what & Then what”. Read originally post by clicking this link: Process Trumps Innovation in Business… Read More