customer service

eGovAU

Improvement in governance is the goal, innovation and transformation are simply techniques to help it along
Bycraigthomler 4 January 2016

Over the last year in Australian government there’s been increasing rhetoric around transformation (primarily digital) and innovation. This has come both from the political level, particularly since Malcolm Turnbull became Prime Minister, and from the administrative level, as the Secretary’s Board and an increasing number of senior public servants have internalised these terms within their…

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eGovAU

New data report signals a major shift in data thinking in the senior Australian public service
Bycraigthomler 3 December 2015

While successive Australian governments have touted ‘evidence-based policy’, a significant ongoing challenge within Australia’s public service has been generating or accessing the right data at the right time – particularly across agencies – for actually testing policy assumptions and following a more agile policy development process. I’ve personally witnessed the challenges within agencies of being…

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

Presentation on digital citizenship, user experience & the emerging role of libraries
Bycraigthomler 23 November 2015

The other week I was in Wellington, New Zealand for the international Linked up, Loud and Literate: Libraries enabling digital citizenship conference. Below is my presentation from the day, including the story of a recent customer experience with an Australian government agency. For other presentations from the day visit nsla.org.au/digital-citizenship-2015.

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eGovAU

Government digital service designers need to start thinking with their stomachs
Bycraigthomler 14 August 2015

Traditionally governments have taken cues from banks and social networks for innovative ways to design online services to make them easier to use. However it may be time for public servants to think about online service design with their stomachs. I don’t know how many public sector digital design professionals have visited McDonalds lately, but…

Read More Government digital service designers need to start thinking with their stomachs
eGovAU

No it’s a not appropriate to load test on your citizens in production – particularly when it’s a critical service
Bycraigthomler 7 July 2015

The last week has seen a range of major issues for the Australian Government’s new MyTax service. As reported across both traditional and social media, people using MyTax to file their tax returns have experienced shut-outs, had the process freeze when they were almost complete and had it fail to autofill their pre-saved details. MyTax…

Read More No it’s a not appropriate to load test on your citizens in production – particularly when it’s a critical service
eGovAU

Digital Disruption – an interview with Marie Johnson
Bycraigthomler 9 September 2014

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 GovInnovate. I’ll also be livetweeting and blogging the conference on 25-27 November. View other posts in this series. Marie Johnson, Managing Director of the Centre for Digital Business A few weeks ago I…

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eGovAU

What should agencies do when online services change their terms of use?
Bycraigthomler 28 March 2014

Governments around the world now rely on social media services to reach and engage citizens, disseminate information, to monitor what people are saying and source intelligence to help address crises. Many businesses also rely on digital channels for revenue and engagement reasons. So what happens when an online service that an organisation uses updates its…

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eGovAU

A look into the mind of John Miri
Bycraigthomler 17 October 2013

Yesterday I had the opportunity to catch up with John Miri, the former Deputy to the State CTO for Texas, following his presentation at Sitecore’s Digital Citizen Engagement event in Canberra. John is also presenting in Melbourne today, and in Perth next week. The first thing that struck me about John is how different he…

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eGovAU

Free introduction to codesign event with TACSI in Canberra on Monday 29 April – register now, limited spots
Bycraigthomler 22 April 2013

I’ve managed to organise with The Australian Centre for Social Innovation (TACSI), for two of their leading codesign practitioners to provide a presentation on codesign (a highly collaborative approach to community engagement) in Canberra from 6pm on Monday 29 April 2013. TACSI, which was seed funded by the South Australian Government, has led a number…

Read More Free introduction to codesign event with TACSI in Canberra on Monday 29 April – register now, limited spots
eGovAU

But we’re the experts! Why the ‘internal expert’ democratic governance model is gradually failing and what can be done about it.
Bycraigthomler 18 November 2012

Most public sector agencies are designed as centres of expertise on policy and service delivery. By gathering, or training, experts in a given topical area and marshalling and directing this expertise to resolve specific issues and goals, agencies have been designed to design and deliver effective and sound policy and service delivery solutions to governments for communities….

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