In a world where consumers are routinely asked to rate experiences on a 1-5 scale - seemingly multiple times per day - many firms still grapple with establishing, reporting, managing, and communicating service level metrics effectively. Despite years of accumulated ...
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As citizen expectations continue to rise in an ever-evolving digital landscape, governments often struggle to keep pace. We enjoy the convenience of tapping to pay for coffee, downloading books from the library with a few clicks, and subscribing to grocery ...
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Due to the COVID-19 Pandemic, state IT leaders have been called on to expand the services they provide, particularly in support of remote working and citizen-facing call centers.  Next year will bring still more focus on improving cybersecurity, increased digital ...
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The COVID-19 Pandemic has made clear the importance of IT service resiliency. Technology organizations and their service providers had to absorb and respond quickly to the most massive IT operating model and service delivery shift in history.  Business continuity plans ...
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Both commercial industry and public sector entities frequently turn to outside firms to help them scope and complete a managed services procurement.  This niche specialist expertise is known as “sourcing advisory”.  Hiring such firms can bring significant value to clients ...
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