With the rapid increase of customer interaction channels and the digital transformation imperative, customer service contact centres need to evolve to omni channel customer engagement centres, blending high-touch assisted and low-touch/un-assisted ...

Time to elaborate over a question that is still asked very frequently. Could public sector organizations use controlling to manage their budget execution (instead of Funds Management)? While you might expect a clear No to this answer, I am a bit ca...

Rules engines often come with big promises to government departments: Isn’t your government business all about rules and decision making ? Do you want to get rid of hard-coded legislation and policy? Do you want to get rid of IT geeks needing long...

When governments are asked about their digital roadmaps/achievements, some departments are just celebrating the implementation of an electronic index in order to organise their paper folders. The technology behind such achievements was available 25...

For a long time I lived in a sea-side village which is part of a major city. The heart of the village consisted of 1-dollar shops, pawn shops, hairdressers and government departments. Although many house-holds around the village had a reasonable inco...