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2026

Designing Public Service from the Inside Out 2026Case Studies

Designing Public Service from the Inside Out

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
February 20, 2026
From Insight to Action: Embedding CX into the DNA of Government 2026GOVCX Trailblazer

From Insight to Action: Embedding CX into the DNA of Government

Milena Tasic leads design and innovation at the Innovation hub within Government of Canada. She has been responsible for advancing human-centered design practices across the department, overseeing operations, and building the government's capacity for sustainable, inclusive innovation. A two-time recipient of national recognition, Milena brings both systems thinking and deep…
lanasafi
February 6, 2026
Designing Government as One: The Integrated Service Center in Bhutan 2026Case Studies

Designing Government as One: The Integrated Service Center in Bhutan

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
January 27, 2026
Designing Trust in Government: A Citizen-First GovCX Journey from Bhutan 2026GOVCX 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