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.
At Technical Assent, we believe that a key component of providing exceptional service is rooted in providing an exceptional customer experience. In May 2016, we launched a four-month design thinking effort called Inspiring Service Summer Series, or ISSS for short. ISSS was professional development, but it was also our tool for looking in the mirror and working on our own service delivery as a company. Or, in other words, working “in a problem, on a problem.” We included all staff members in this Read More →
Working IN the Mission and ON the Mission There are two primary ways that Technical Assent delivers value – working ON the Mission and IN the Mission. Working ON the Mission means that we serve as advisors or consultants to our clients, analytically observing how well operational systems achieve their customer’s outcomes. These observations drive our recommended solutions. On the other end of the spectrum, IN the Mission services happen when Technical Assent teams become an integrat Read More →
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 →
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.