Featured reports

 

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Brotherhood of St Laurence publishes report on Victorian Work and Learning Centres

The Brotherhood of St Laurence has published the report, What’s the difference? : jobseeker perspectives on employment assistance. Insights from Victoria’s Work and Learning Centres (PDF 730kb). The report, “illustrates the challenges faced by jobseekers navigating today’s labour market” and “outlines the contrasting approaches taken by Australia’s mainstream employment services and the five Victorian Work and Learning Centres.”

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Article discusses the need for cognitive government

In a recent opinion piece entitled, ‘Cognitive government’ can achieve real breakthroughs, William D. Eggers and Paul Macmillan discuss the need for government entities to act as learning systems and to adapt accordingly.

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Article examines federal customer service delivery initiatives in the United States

The Federal Times article, Can the government fix citizen services?, discusses a number of United States federal government measures designed to transform service delivery.

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UK Social Security Advisory Committee releases report on localisation and social security

The Social Security Advisory Committee has released the occasional paper, Localisation and social security : a review (PDF 550kb). The report aims to, report on some of the initiatives to develop social security at a sub-national  and local level…” “The committee recommends that the following 5 principles be followed by the UK government, the devolved administrations and all local authorities in the appraisal, development and application of the ‘localisation of social security’ agenda:

  • oriented to meeting the needs – and developing the capacity – of claimants
  • sustainable – that is to say, they should be appropriately resourced
  • consistent with minimum standards of both adequacy and quality
  • designed and presented with clarity, accuracy and simplicity in mind
  • clearly and transparently ‘owned’ by an appropriate authority”
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US GAO report examines home and community-based services for older adults

The Government Accountability Office report, Older adults : federal strategy needed to help ensure efficient and effective delivery of home and community based services and support (PDF 3MB), examines:
“1 federal programs that fund services and supports for older adults
2 how these services and supports are planned and delivered in selected localities
3 agencies efforts to provide a more coordinated federal system of these services and supports.”

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Gartner analyst lists ten reasons why customer experience initiatives fail

In a recent blogpost, Gartner analyst, Jake Sorofman, has identified the Top 10 reasons customer experience initiatives fail.

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Brighton case study on digital innovation

The Guardian article, Brighton: the seaside resort that wants to be the smartest digital city in England, discusses Brighton’s new Digital Catapult Centre which aims to use digital innovation,  in part,  to create better services.

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Blogpost discusses customer service trends for 2015

A blogpost by Oracle entitled, Oracle takeaways from Forrester Webcast: Customer Service Trends for 2015 by Christine Randle , identifies some key points from a recent Forrester webcast on topic.

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UK launches Application Checker Service to combat fraud

The news item, New Application Checker service to help prevent fraud, discusses a Cabinet Office initiative designed to, “prevent fraud at the point of application.”

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