Insights

Article: How Microsoft Teams is powering the modernization of municipalities

Municipalities form the backbone of our communities, providing a vast range of services that touch the daily lives of citizens. In the wake of the COVID-19 pandemic—which abruptly halted most in-person interactions and face-to-face visits—local governments had to reimagine how to deliver vital social services and maintain operations at important institutions. The solution was to transition quickly to a virtual service delivery and operational model. As virtual technologies affect almost every facet of our lives—including how we work, interact with healthcare providers, and educate our children—local governments need to consider how to enable the long-term digital transformation of municipalities with …

Neboneid Hamoo General

27 Mar 2021

INDUSTRY TRENDS

Workplace Wellbeing & Experience in a Post-Pandemic World

2020 has gotten a lot of hate. Instead of bashing the year that was some more (although it probably deserves it), I’m here to focus on something positive that 2020 bought us – an accelerated focus on workplace wellbeing & employee experience. For maybe the first time in human history we’re seeing positive developments in terms of how we work. Flexibility, mental health and overall human experience are being put ahead of mere output. Earlier this month we held the Workplace Wellbeing & Employee Experience virtual event, which was attended by almost 200 APS professionals. We surveyed our attendees to …

Lily Stokes General

26 Mar 2021

INDUSTRY TRENDS

Highlight Reel: Workforce Transformation in the Public Sector

Like so many organizations, the City of Hamilton in the Province of Ontario experienced tremendous turmoil in 2020 as a result of COVID-19. Nenzi Cocca, the Director of Human Resources (HR) Systems & Operations at the City of Hamilton, says that the pandemic brought with it “a number of unexpected challenges when bringing on new employees, and we had some employees that were retiring too.” Very quickly “we had to figure out a way to make sure that knowledge transfer happened as seamlessly as possible.” This was particularly important because the HR division is one of the most important. “I …

Rosie Fea General

26 Mar 2021

INDUSTRY TRENDS

4 Top Tips - Process Excellence and Robotic Process Automation

Process Excellence for councils can be as simple as streamlining existing processes, reducing silos and reducing the number of work steps and staff involved. Other ways of improving processes is by implementing new technologies such as robotic process automation. Overall the aim is to improve efficiencies, cost effectiveness and customer service and experience. Here are some top tips for you to roll out at your council.

Teresa Anderson General

25 Mar 2021

INDUSTRY TRENDS

How 5 City Leaders are Balancing Operational Efficiency & Innovation in 2021 - Event Recap by Tony Batalla

I recently had the good fortune and pleasure of serving as the Chair of Public Sector Network’s “Improving Operational Efficiency in Local Government” virtual event on January 27, 2021. Even though Alex Chard said he was looking for a charismatic innovation leader for the role, he settled on me after I told him I didn’t know one. Hey, I’ll take it! The event was well attended and nicely put together, as you would expect from PSN (aside from having me as the chair, which was risky). But despite my cable TV gameshow-like hosting, we covered important ground. Leaders from across …

Paris Armstrong General

5 Mar 2021

INDUSTRY TRENDS

Natural Resource Canada’s Digital Accelerator

Canada has a rich history of innovation supporting economic growth, environmental protection and the well-being of Canadians. Over the last few decades the ever-changing forces of technology exerted transformational influence on our lives and on the global economy. This is particularly evident when it comes to natural resources where advancements in artificial intelligence (AI) and machine learning (ML) can bring wide-ranging improvements to science, research, production, resource extraction and other business functions.

Neboneid Hamoo Digital Services and Customer Experience

17 Feb 2021

INDUSTRY TRENDS

Improve Constituents Communications for your Unemployment System

During the ongoing Covid-19 pandemic, unemployment agencies are over-capacity with requests from constituents needing to apply for benefits and access information. Discover how to alleviate pressures of the “new normal” and take control of communications using one centralized platform. Deliver personalized, timely and relevant communications to constituents over multiple communications channels and provide them with self-service access for applications and information.

Neboneid Hamoo Digital Services and Customer Experience

29 Jan 2021

INDUSTRY TRENDS

How to Improve Child Support Enforcement Programs with Limited Funding

This detailed infographic illustrates how the ability to directly and quickly communicate with clients is imperative and explains how a centralized customer communications management platform can enable Child Support Enforcement to increase their performance with limited finances.

Public Sector Network Digital Services and Customer Experience

29 Jan 2021