We are boundary spanners working across service innovation, leadership, design thinking, and technology in government. We are continually honing our craft and use this space to explore a range of topics that bridge the gaps we see across government agencies and in many industries. In sharing these published articles and blog posts, our goal is to offer a new perspective on challenges our clients and their colleagues are facing.
Consider all the touchpoints between a patient and a hospital for a single doctor visit – scheduling the appointment, receiving an appointment reminder, navigating endless hallways, filling out forms and waiting, maybe more waiting, seeing the nurse – then the doctor – then the nurse, then stopping at pharmacy, billing, and insurance. Healthcare professionals and patients likely view these experiences quite differently – what the hospital may view as an efficient workflow Read More →
This is the second of a 2-part article. You may want to start with Part 1 located here… Government is a Service Business Service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific cost and risks. When we purchase something “as a service,” we want to directly experience the outcome or benefit without having to worry about the know-how, systems, and processes it takes to deliver it. To say that government is a Read More →
Can you recall your last great service experience? Maybe it was at a restaurant, a hotel, coffee shop, or a dry cleaner. Perhaps the clerk remembered your name or your preference. Or the service was particularly easy to use, available on your schedule at the push of a button. Or instead of being way over the top, maybe it just served its purpose simply without being overly complicated. In any case, the chances are your experience didn’t happen by accident. Rest assured that the service provider Read More →
Early in my career, a respected boss and mentor left an article on my desk about the doctrine of “Completed Staff Work.” The author’s thoughts on followership were presented in a memorandum from the early 1940s and present a relatively straightforward concept;when presenting a solution, the only remaining action should be approval or disapproval of the completed action. Your views should be placed before the decision maker in finished form so they can use them to achieve results. While the langu Read More →
Technical Assent exists to build high-performing government service organizations through experience design, solution implementation, and service management. Our approach is unique in that we improve service performance from the bottom-up, starting with customer experience.