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.
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 →
We got through “WHY”, now let’s talk “WHAT” In our last post, we argued that the government is foremost a service organization. While the statement itself may not seem particularly revolutionary, accepting government as services has some important implications. If you accept government as a service provider then you also accept that governments have customers and those customers have expectations. This implies that customers make a choice whether or not to engage with the services provided by go 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.