Allen Wade ICT

Where does a technically functioning service become functionally unavailable to the customer?

Your hardest customer journeys may contain your most valuable intelligence.Customers who repeatedly contact support are often treated as exceptions.They may be telling you something important.They can expose assumptions that remain invisible when a system is tested under ideal conditions.An authentication process that works — until account recovery is required.A government service that is online — but still requires.

How easily can our customers achieve the outcome — and what are we making them do that a competitor might eventually remove?

For government and public servicesDigital transformation can create efficiencies at enormous scale.It can also move complexity from the organisation to the citizen.A service may be technically available online while people continue to require telephone assistance, family members, carers, frontline staff or other intermediaries to complete it.Those dependencies may not be obvious from inside the system.Ecothesis.