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Insight and commentary from our team of customer experience experts.

Mark Gannon

Many solutions, such as eforms claim to deliver digital transformation. But what they actually mean is that they will transform the front door and leave the rest of the citizen journey largely untouched. There are many stages of a citizen journey from request to fulfilment. If those stages are not transformed you get lots of rework, rekeying and errors. Resulting in inefficiencies, cost, unhappy citizens and employees!