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2 min read
Seven top tips for improving your Citizen Flow Strategy
Public service users’ expectations are rising. We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and 54% said citizens are complaining more about waiting or queuing than they were a year ago. But if you have skills shortages, increased...
2 min read
Why keeping up with change means going back to basics
Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before. Even ...
2 min read
Stop Getting in the Way of your Productivity
For government institutions and healthcare facilities of all types, keeping information, citizens and patients flowing is critical. And that means removing the barriers to your own productivity, reducing unnecessary administration, allowing citizens and patients to exercise choice, and focus on the ...
2 min read
Digital Transformation in Public Services: The Best Practices to Simplify Processes
Perhaps you are under pressure to improve efficiency while also innovating with digital technology? This can often lead to conflicting pressures on the time and budget you don’t have. To help you navigate this challenge, we’ve created ten best practices you can use to simplify your existing processe...
1 min read
CX vs. UX – isn't it all just about the experience?
Sometimes the jargon gets a little confusing. Here we take a look at the relationship between Customer Experience and User experience. Customer experience, or CX, is the complete set of interactions people have with your organization, offline as well as online. Managing CX means that your team ensur...
1 min read
Supporting the patient journey with online video
A visit to the doctor over the internet gives more people access to care regardless of time and location. It’s not the end of having “a physical”, but it’s a great complement as it delivers better service to the patient and takes some strain off staff. You know what it’s like, trying to get help fro...
1 min read
A word to the wise
Voice-controlled virtual assistants are gaining ground and will soon become integrated into many service situations. Maybe it will become the universal way of getting things done. Maybe not. It's been more than six years since Apple introduced Siri and voice became one more way to interact with tech...
2 min read
When less is more - why the best strategy in CX is about behavior quality
I do dumb stuff sometimes! And so do you. Even when there are better alternatives available. It’s a weird, irrational and deeply human behavior that I think we need to study more. Studying “the dumb stuff that people do” is what got Richard Thaler a Nobel Prize last year according to his own descrip...