Summer 2015
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The Public Manager

Applying Design Thinking to Citizen Service

Monday, June 15, 2015

It's a customer-driven world out there. As customers ourselves, we know this is so—but as service providers in government, we don't quite know how to respond to, let alone harness, the power and influence now in our customers' hands.

Who could have envisioned, even a few years ago, that customers would be able to make or break business reputations by what they post online? That crowdfunding, crowdsourcing, online reviews, and content curation would be just some of the new ways


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