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.
As kids head back to school this fall, many will hear a familiar lecture reminding them of that last report card before summer and encouraging them to start off this school year on the right foot, creating good habits from Day 1. Nextgov’s Frank Konkel had a similar message for government in his recent interview with Forrester’s Rick Parrish. Forrester Research’s 2016 Customer Experience (CX) Index indicates that federal government agencies were collectively rated has having the worst cust Read More →
When we left this story a few weeks ago, our protagonist, the senior IT manager, and her team were reviewing a portfolio of IT projects. Their objective was to recommend, in light of mandatory budget cuts, which projects should be funded and which should be deferred. She had recognized that the conversation about these projects was overly focused on the impact to the IT organization and the impact to the customer was not being considered. The solution we helped her form was quite simple: hack Read More →
The big impact of a small change At Technical Assent, we constantly emphasize the model of a service-oriented organization. One of the big reasons we focus on being “service oriented” is because these organizations are better attuned to the needs of their customers and aware of the value they deliver each day. With all of the pressures of running a program day-to-day, we tend to get lost trying to put out the daily fires and often lose sight of our work in the context of what’s in the best inter Read More →
In 1798, faced with potential war against France, President John Adams directed a threefold increase in the number of ready army soldiers. At the time, gun-making was a complex craft; skilled gunsmiths worked by hand to create each distinctive weapon. The young government didn’t have the capability to manufacture the weapons it needed, so Adams turned to private industry for support. Eli Whitney, the famed inventor of the cotton gin, won one of the 28-month contracts to produce 10,000 “stands 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.