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.
Using technology to shift power from government to citizens.
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.