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.
Fostering a Veteran-Centric Experience Veteran Affairs’ (VA) ability to prioritize the customer experience of our Veterans is crucial to meeting its objective of “serving and honoring the men and women who are America’s Veterans,” One of the key ways VA successfully achieves its mission is by providing timely access to specialty care services. However, the most significant challenge to providing timely access to care to Veterans is coordinating between primary and specialty care. This incl Read More →
Creating a Culture of Design Thinking A focus on exceptional Customer Experience and improved service delivery is how the Federal Government ensures an effective, equitable, and accountable Government, and it’s how VA lives its core values and mission. To reach its CX (Customer Experience) goals, VA’s Veterans Experience Office is building the VA Customer Experience Institute (CXi) with the goal of hardwiring a CX-mindset to improve service delivery culture. This includes instilling organization Read More →
Breaking the Status Quo In the wake of the global COVID-19 pandemic in 2020, the “Reimagining Veteran Healthcare” project set out to not only study what has changed about health care for Veterans during the pandemic, but also investigate what might change to better anticipate Veterans’ needs of the future. This inflection point was an opportunity for VA to drastically rethink how to meet evolving patient expectations and a changing population of Veterans. This vision for the 20-year future of VA Read More →
The construction industry is often stereotyped as an industry with little room for change Recently, however, the industry has evolved into a diverse, innovative global giant worth trillions of dollars annually. Just last year in the U.S., construction grew to a massive 11.2 million workers and contributed nearly 4.1% to the national GDP. Such enormous growth requires adaptation, and the construction management field is no exception to this. Construction management is known to be fast paced, clie 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.