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Customer-Centric Design-Led User Experience in Government

It’s important to rethink processes and user experience with the context of digital government in order to bring government services closer to citizens. 

Why Constraints Drive Superior Customer Experience

Why does a remote control have 60 buttons and we consume less than 10, which are too small and hard to find? Ben Boesch holds forth on CX and recounts anecdotes from VFS Global.

Why governing data is key for the future of cities

A modern local government cannot be sustained without good data governance, secure data infrastructure, and digital talent to extract public value from data.

Portugal’s Journey Towards Digital Progress

The digital transformation operated in Portugal in the past two decades has been extraordinary. It has set in motion important changes in mind-sets and the traditional culture of Portuguese administration, putting citizens at the centre. It demonstrates that countries can leapfrog digital transformation. The experience of Portugal provides many valuable insights and lessons for digital reformers seeking to accelerate their digital transition.

Does digitalisation reduce corruption?

This think piece explores the effects of specific digitalisation reforms on different types of corruption and the policy channels through which they operate. It calls for greater synergies between digital government reforms and anti-corruption strategies.

Thought-Experiment 39: Governments need a PolicyStore

Whilst the phrase there’s an “app for that” has become commonplace, it’s not entirely true - chances are there isn’t an app for the latest policies launched by your government. I mean a root and branch adoption of the value that apps-architecture offer.

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