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Designing Public Service from the Inside Out 2026case studiesCase StudiesIssue 2

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
Designing Government as One: The Integrated Service Center in Bhutan 2026case studiesCase StudiesIssue 2

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
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
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
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
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