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We outline our point of view on the current state of modernization in the Canadian federal government and offer our latest playbook and frameworks to support GC leaders in...
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Take a business process management (BPM)-centric approach to model the desired future state of your customer service IT systems. Then develop an overall IT systems strategy...
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The acceleration of ecommerce has cemented Customer Service’s digital future. Use this research to build IT’s strategy for supporting Customer Service and enhancing the...
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The RACI chart assists you in organizing roles for carrying out project steps and ensuring that there are definite roles that different individuals in the organization must...
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This template is designed to help you build a project charter in a timely manner.
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This tool serves to outline and prioritize your customer goals and link their relevance and value to your Customer Service processes. It provides a list of customer service...
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This tool will help you holistically assess multiple aspects of Customer Service-related IT assets. The outputs of the tabs in the tool will either serve as input for...
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This tool serves to help project and management stakeholders visualize the implementation of Customer Service IT initiatives. It can also aid in the planning, prioritizing,...
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This tool will help you determine whether or not data integration (DI) is required at your organization, the type of tool needed to support your DI needs, as well as the...
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The influx of consumer devices has brought along a variety of potential security risks through the consumer applications that end users have on their devices. Hamilton...
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