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Governments across the world are under pressure to improve public sector performance and at the same time contain expenditure growth – pressure that has not relented since the economic crash of 2008.

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Sometimes the jargon gets a little confusing. Here we take a look at the relationship between Customer Experience and User experience.

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A visit to the doctor over the internet gives more people access to care regardless of time and location. It’s not the end of having “a physical”, but it’s a great complement.

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Voice-controlled virtual assistants are gaining ground and will soon become integrated into many service situations. Maybe it will become the universal way of getting things done. Maybe not.

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I do dumb stuff sometimes!

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New passport within the hour. Take a queue ticket and get married. Stay in your car and get drive-in service. In Georgia’s capital Tbilisi, the 14,000 people who visit Public Service Hall every day wait no more than seven minutes to get their business dealt with by 400 operators working at maximum efficiency.

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