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.
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 →
Presenter: Chris Bobbitt, Technical Assent Focusing on Customer Experience and Customer Outcomes is critical to delivering the best results. Federal agencies such as Veterans Affairs, GSA, and DHS are realizing the inherent value of becoming customer-driven and how this approach can drive better mission performance. This session will cover why Customer Experience and Customer Outcomes are so important, how to understand them, why Service Management trumps Program Management, and why digital enga 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.