Digital Transformation at Scale

Digital Transformation at Scale

Why the Strategy Is Delivery: Why the Strategy Is Delivery

Andrew Greenway, Ben Terrett, Mike Bracken, Tom Loosemore

In government, measuring user satisfaction picks up false signals: about how happy people are about paying tax, even about how happy they are with the government’s political performance in general. These are not things that any digital service team can do anything about. In the end, the most reliable way to measure user satisfaction was in the research lab, watching real people use the service. This was difficult to scale, but always worth the effort.

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