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lanasafi

Designing Trust in Government: A Citizen-First GovCX Journey from Bhutan 2025GOVCX Trailblazer

Designing Trust in Government: A Citizen-First GovCX Journey from Bhutan

Sithar Norbu is the Chief Program Officer at Public Service Delivery Division,Prime Minister's Office, Royal Government of Bhutan, where he leads national efforts to improve how citizens interact with government services.Through this Trailblazer feature, Sithar reflects on what drives his work, the systemic changes underway in Bhutan, and his vision…
lanasafi
January 12, 2026
Türkiye’s National Smart Cities Strategy and Action Plan: Embedding Inclusion in Public Services 2025Case Studies

Türkiye’s National Smart Cities Strategy and Action Plan: Embedding Inclusion in Public Services

While a focus on customer experience (CX) was initially employed as a private-sector marketing concept to help organizations achieve holistic customer value and competitive advantage, the practice has more recently emerged as a transformative approach for governments in achieving measurable improvement across multiple strategic priorities. Garnering insights from the private…
lanasafi
December 18, 2025
One Platform, One Experience: Qatar’s Unified Citizen Experience Platform Transforms Government Service Delivery 2025Case Studies

One Platform, One Experience: Qatar’s Unified Citizen Experience Platform Transforms Government Service Delivery

While a focus on customer experience (CX) was initially employed as a private-sector marketing concept to help organizations achieve holistic customer value and competitive advantage, the practice has more recently emerged as a transformative approach for governments in achieving measurable improvement across multiple strategic priorities. Garnering insights from the private…
lanasafi
November 17, 2025
Embedding Trust Through Every Interaction 2025GOVCX Trailblazer

Embedding Trust Through Every Interaction

Hassan Ibrahim is an Advisor at Qatar’s Civil Service and Government Development Bureau and a former Government Development Executive and Deputy Chairman of the Qatar Government Excellence Award (2022–2023). He supports government-wide efforts to modernize service delivery and embed a culture of continuous improvement. In this Trailblazer profile, Hassan shares…
lanasafi
November 5, 2025
Redesigning Duty: A Human-Centered Approach to Military Service in Estonia 2025Case Studies

Redesigning Duty: A Human-Centered Approach to Military Service in Estonia

While a focus on customer experience (CX) was initially employed as a private-sector marketing concept to help organizations achieve holistic customer value and competitive advantage, the practice has more recently emerged as a transformative approach for governments in achieving measurable improvement across multiple strategic priorities. Garnering insights from the private…
lanasafi
October 14, 2025
Case Study: Building a Global Community of Practice for Human-Centric Transformation 2025Case Studies

Case Study: Building a Global Community of Practice for Human-Centric Transformation

While a focus on customer experience (CX) was initially employed as a private-sector marketing concept to help organizations achieve holistic customer value and competitive advantage, the practice has more recently emerged as a transformative approach for governments in achieving measurable improvement across multiple strategic priorities. Garnering insights from the private…
lanasafi
September 16, 2025
Designing Beyond the Surface 2025GOVCX Trailblazer

Designing Beyond the Surface

In this special edition of the GovCX Journal, Setal Morzaria, Associate Director of Digital Products and Services at the City of Vancouver, shares with us her vision and leadership contributions in advancing human-centric approaches in the public sector. How It All Started What if the frustration people feel when using…
lanasafi
September 3, 2025