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2025

Türkiye’s National Smart Cities Strategy and Action Plan: Embedding Inclusion in Public Services 2025Case Studiescase studiesIssue 2

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
From Lived Experience to National Impact 2025GOVCX TrailblazerIssue 2trailblazer

From Lived Experience to National Impact

H. Gülin Dizer is a digital transformation expert working at the heart of Türkiye’s national innovation efforts. As a specialist at the Digital Transformation Office under the Presidency of Turkey, she plays a leading role in shaping inclusive, accessible, and forward-looking public services. Her journey into customer experience (CX) is grounded in…
lanasafi
December 4, 2025
One Platform, One Experience: Qatar’s Unified Citizen Experience Platform Transforms Government Service Delivery 2025case studiesCase StudiesIssue 2

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 TrailblazerIssue 2trailblazer

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 studiesCase StudiesIssue 2

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
Bringing Anthropology to Government Innovation 2025GOVCX TrailblazerIssue 2trailblazer

Bringing Anthropology to Government Innovation

Helelyn Tammsaar led Estonia’s Public Sector Innovation Team from 2019 to 2025, bringing a unique lens as both an anthropologist and systems thinker. Her work focused on embedding human insight into policy and service design across government. Under her leadership, the team delivered award-winning projects recognized nationally for their impact…
lanasafi
October 1, 2025
Case Study: Building a Global Community of Practice for Human-Centric Transformation 2025Case Studiescase studiesIssue 2

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