The unstructured conversation
The old service dilemma: do a good job or do a cheap job. We often try to pretend that both are achievable. But they’re not. Ask a group of consumers what service they’d like, and–without giving a hoot...
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The Weakest Link
(Yes, that is me on the left…) Imagine you have some diamonds. Small, valuable and very, very desirable. You don’t want them to get nicked, so you lock them in a safe with a bloody massive key. Made...
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How the Government Gateway works
Caveat: this is not a technical description of how the Gateway works. Nor does it cover the behind-the-scenes services that the Gateway provides in terms of messaging and interoperation between...
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Broken journey
I’ve seen an awful lot of online government, of one form or another. Consultations, information, tools, maps, communities…and transactions. Transactions really are the very bugger to get right, aren’t...
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