What Are You Waiting For?

Posted by Jeff Green

9/15/2016


Freakonomics
recently posted a podcast and article called “What are you waiting for?” The piece theorizes that standing in
lines is a “sloppy — and frustrating — way for supply and demand to meet.” It offers some provocative thinking about why people wait in lines and the value of doing so.

Shortly after it posted, I was meeting with an executive from one of our key clients in the Motor Vehicle space. He asked if I had seen the article and if I had any thoughts on it. Qmatic is the leading customer journey management technology solution provider in the world so of course, I did. Much of what drives innovation at Qmatic comes directly from our insights about managing physical experiences that involve lines.

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Topics: Customer Experience, Public, dmv

The 2 Ways Government Offices Can Do More For More Citizens

Posted by Jeff Green

8/18/2016

Public agencies are at a crossroads. Many have done things a certain way for a very long time. Many lack sufficient funding or an adequate workforce to push forward significant innovation. And because there is no real competition between government agencies, many have simply opted to continue on their current path, regardless of a reputation for slow processes, long wait-times, and frustrated staff.
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Topics: Customer Experience, Public

How Public Offices are Improving the Citizen Experience

Posted by Jeff Green

6/30/2016

Across the country, government and public agencies are facing a conundrum. On the one hand, entities like the DMV, Department of Veterans Affairs, and city/county services don’t have to deal with competition. For the most part, citizens have one resource option for satisfying requirements like renewing a license or filing a building plan. On the other hand, they are facing a growing imperative to improve everything from operations and staff capacity, to location environments.  Ironically, in some cases this enables stagnancy from these entities in enabling change, a city doesn’t have to worry about competition.

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Topics: Customer Experience, Public

Improving the Citizen Experience with Technology and Data: IIMC 2016 Report

Posted by Jeff Green

5/26/2016

From May ­22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to make sure public meetings, public records, elections and special projects operate smoothly. Exhibitors, speakers and special sessions provide these important civic professionals the information and resources they need to address current and changing challenges.

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Topics: Public

Get Your License and Go: How Qmatic is Transforming the DMV

Posted by Jeff Green

2/25/2016

Historically, on a list of organizations that provide a great customer experience, the Department of Motor Vehicles (DMV) has ranked low.  A reputation for disorganization, long waits, and general operational inefficiency all contribute to this perception.  

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Topics: Public

Transforming the Citizen Experience with Smart Government Programs and One Stop Shop Initiatives

Posted by Sven-Olof Husmark

2/5/2015

Governments in countries all over the globe are put in front of great challenges on how to deliver services to their citizens in an effective and efficient way. In the age of the customer, the power has shifted from the service provider to the customer.

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Topics: Customer Experience, Public, Technology