An area where I’ve achieved limited traction (so far) in my agency is over integrating online channels into our service delivery contact centres. Phone is a primary customer engagement channel for our agency and will continue to remain important as a way to reach customers who are financially unable or choose not to use online….
In the ‘old days’ before the internet, the boundaries of government reports, brochures, fact sheets, policy statements and other discrete documents were hard and unyielding. While a document might feature several attributed quotes and some purchased stock art, all of the content was owned by the organisation that created it. This was a logical approach…
Every generation seems to live through some kind of transformational national or global experience, be it the Great War, the Great Depression, World War II, the Cold War, the 60s, the Space Race, the Personal Computer revolution, the fall of Communist, or the rise of the internet. A lot of people see the growth of…
ScobleizerTV ( by Robert Scoble) has released a very interesting video interview with David Kralik, Newt Gingrich’s internet strategist on egovernment improvement in the US. It discusses areas such as, the provision of cheap broadband access in public housing to help reduce the digital divide and provide lower income people with an economic window the…
With the vast array of online social media tools now out there, it’s inevitable that a few individuals will use them in a malicious way to discredit organisations. Where organisations are not keeping an eye on these online channels, there is the possibility that the impact of comments – made in public to large groups…
Earlier this month AGIMO released a report regarding consultation with government online. This concludes a yearlong consultation program during which AGIMO has consulted a range of stakeholders to assist development in the online consultation space. It’s taken me a little while to get to it, but the report has been very useful in directing my…
The government of Ontario has launched a job recruitment program in Second Life, one of the best known virtual worlds. The program allows potential employees to virtually practice being a firefighter, civil engineer, medical technician or another public service profession to gain some insight into the demands of the role before deciding whether to seek…
In The Techie in Chief, appearing in next week’s Newsweek, Anna Quindlen provides a strong case why no-one at senior levels in the public sector can afford to be unfamiliar with modern telecommunications technologies. One key reason she highlights is that leaders need to lead – they need to be out in front of the…
There was an interesting admission from the US Army Secretary last week in Inside Defense as reported in the Wired Danger Room Blog, Senior Army leaders have fallen behind the breakneck development of cheapdigital communications including cell phones, digital cameras and Web 2.0Internet sites such as blogs and Facebook, Army Secretary Pete Geren said at…
Let’s assume you work for a government body that is deeply involved in highly contentious issues – issues that are very interesting (and frustrating) to communities both online and offline. Let’s also assume that your organization has very little chance of changing the fundamental policies and procedures that frame these issues in the public’s eyes….
This archive mirrors the original eGov AU blog — Craig’s professional commentary on AI, digital government and technology in public life, running since 2006.
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