Open Public Services White Paper

whitePaper | March 30, 2022

Why have we written disparaging statements about government when our firm is so deeply committed to public sector excellence? These include statements like “as the fire rages on, our governments seem powerless” and “hunches no longer pass for evidence these days, unless we’re talking about government policy.” We have compared the policy-making process to a chaotic game of tag and suggested that government policymakers can act as seemingly irrational as Cosmo Kramer did on Seinfeld.

whitePaper | May 1, 2022

Customer experience (CX) in government is about more than any single web form, survey, portal, or online claims submission. CX also considers the perceptions, preferences, and sentiments for an individual, business, or organization as they interact across the various channels of an agency’s program or service.

whitePaper | February 12, 2020

Both the U.S. Government and biopharmaceutical industry have been central engines for developing new medical treatments and cures, thereby lowering the effective price of better health for patients worldwide. The sector has done so by being both the world leader in these biopharmaceutical cures and treatments as well as the source of the returns that are required to fund new medical R&D investments.

whitePaper | December 13, 2022

The global COVID-19 pandemic closed offices and forced governments to rapidly move services online, if they weren’t already, to serve its citizens. Although usernames and passwords are easy to deploy and easy for citizens to use, they leave systems and users vulnerable to cyberattacks. They are especially vulnerable to phishing attacks designed to steal login credentials and compromise legacy multi-factor authentication (MFA) tools like those using one-time passwords (OTP) and push notifications. With phishing attacks on the rise, it is imperative for governments to support “phishing-resistant” MFA technology that is also accessible, efficient, and cost-effective.

whitePaper | May 15, 2022

Long before the pandemic created a worldwide retreat from physical workplaces, governments around the world recognised the need to undertake a digital transformation of some kind. Many governments had started to build transformation strategies that would support the gradual adoption of digital technologies to improve efficiency, increase productivity and enable better resource management. The main goal behind these strategies was to create the next generation digital infrastructure that would improve the delivery of services to citizens, from personalised administrative services to tailored health services, safer care for all and customised education. Some governments had started the transformation process. Then the pandemic changed everything. Almost overnight, governments were forced into a new reality that didn’t fit with mid- and long-term digital transformation objectives. Shutdowns changed the world from a largely in-person experience to a virtual experience for government workers and citizens. Government workforces had to quickly move entirely to remote working and governments had to adapt to find new ways to deliver services to citizens. Luckily, the availability of digital tools made the shift possible. So, while the pandemic continued to impact society, governments at all levels were able to shift operations and service delivery online.

whitePaper | May 27, 2022

Public policy-making processes are by their nature cumbersome, and not just because of the issues to be addressed. They also have to be inclusive and a myriad of competinginterests need to be addressed and to an extent satisfied.