Strategy Systems

In which I am a bit over this digital transformation business.

Catherine Howe

It’s a pretty safe rule of thumb that whatever Catherine Howe is thinking about now, the rest of us will stumble onto at some point in the indefinite future. So if she is over the digital transformation business, we need to wonder where the zeitgeist will manifest next.

One of the more provocative definitions of technology is ‘everything which doesn’t work yet’. Similarly, we will know that mapping as a technique and transformation as a goal have become normal when we hardly need to talk about them, any more than we talk about the mature technology which is around us and so hardly needs to be spoken about. But that, as this post starts to explore, merely clears the ground for deeper and harder questions. The search is on for a theory of change to shape the search for answers.

Service design

What is a Customer?

Bob Marshall – Think Different

The question of what a customer is (if anything) in the context of public services is one to be approached with trepidation. The bigendian battle has been rumbling for decades, occasionally flaring up into active skirmishing, without ever quite being resolved. One of the main reasons for that is that all the relevant words Рcustomer, user, client, and so on Рhave a range of connotations, with proponents tending to focus on one set and opponents on another.

Yet another definition won’t solve that, though this one might have a better chance in the fight than most. A customer, this short post suggests, is:

Anyone who receives or anticipates receiving something (e.g. a good or a service) from someone else.

Perhaps the time has come to turn the problem round. Instead of picking a word and arguing about its definition, perhaps we should pick a definition and argue about which word best encapsulates it.