The trick is figuring out how and when to fail.
The simple practice of observing how a user actually works during an average day can sometimes yield more useful information than hours of interviews.
It's risky and wrenching, but nothing is more important for the future of service delivery.
Mobile technology can be a powerful tool for both productivity and citizen engagement, but there are implementation pitfalls to avoid.
Designing analytics user interfaces for government decision-makers.
Meeting client needs by refocusing on reduced dependence and increased self-sufficiency.
Four myths that keep government from delivering a better customer experience.
CIOs need a work force that mirrors today's consolidated and federated IT organizational model.
Author: Steven Kelman
Using technology to shift power from government to citizens.
The dark side of e-government isn't cost overruns, turf battles or integration issues; it's low adoption rates. Without customers, the public sector can't justify large investments in e-government for much longer.
By showing companies how e-government can improve their bottom line, CIOs can help business and themselves.
Government IT reform can deliver big savings, but leading transformation can be difficult and hazardous to your career.
Within five years, many government services may be delivered to citizens through indirect channels.
Stephen Goldsmith shares his secrets to successful e-government.
Florida Gov. Jeb Bush drives climate of change.