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.
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 →
Everyone wants real-time information, real-time updates, the latest and greatest. Alerts! Give me alerts! But you don’t need real-time, and neither does your business (probably). You need Relevant Time. Relevant Time is the width of your decision-making cycle – the amount of time between when you make decisions about the same thing (your OODA Loop for any military readers). If you re-balance your investment portfolio quarterly, relevant time for you in this context is 90 days; you don’t need Read More →
By John DiLuna and Jonathan Miller For anyone who has ever studied Amazon or its founder, Jeff Bezos, one thing is absolutely clear: the customer is king. Amazon’s focus on customer experience success was a founding principle for Amazon and remains deeply embedded in the company culture today. After last week’s record earnings report, we wanted to see for ourselves where customer experience was integrated into Amazon’s operating model – not just as a corporate talking point but where it w Read More →
The new initiative announced by the White House to encourage the establishment of Acquisition Innovation “Labs” in Federal Agencies is a great step towards facilitating a culture that facilitates ingenuity and innovation. One aspect of the initiative urges Departments and Agencies to appoint Acquisition Innovation Advocates as a means to foster greater innovation, to stand up Innovation “Labs“, — really just a commitment to experiment with better ways to solve mis 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.