IEG4 Insights

John McMahon

John McMahon
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Recent Posts

Catalysts for Change - What Emerging Technologies will be Most Important in Transforming Public Service Delivery?

Posted by John McMahon on Sep 15, 2020 10:53:00 AM

John McMahon of IEG4 explores how emerging technologies around data will enable an increase in personalised services, more proactive action, no code digital services delivery, a more compassionate approach and the provision of intelligent services.

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Topics: digital local government, digital transformation, service design, covid-19

A New Normal - How Will the Tech Sector Continue to Support Public Services in a Post-COVID World?

Posted by John McMahon on Aug 24, 2020 10:49:00 AM

John McMahon of IEG4 explores how Interconnected digital ‘engines’ that provide common functions are the future of local government service delivery.

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Topics: digital local government, digital transformation, service design, covid-19

Design Matters - Mobile

Posted by John McMahon on Jun 29, 2020 8:30:00 AM

When the iPhone was introduced you could comfortably access the entirety of the screen with one hand. But with the invent of phablets (massive phones) it has become near impossible to reach the entirety of the screen. The following illustrates the thumb reach of users on large phones and the ergonomic reality of using it with one hand:

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Topics: digital transformation, software, service design, onevu, edesigner, mobile-first

Platforms and Potholes

Posted by John McMahon on Jun 8, 2020 10:30:00 AM

Recently, we wrote about how we had provided a platform-based approach to capturing geolocation-based issues within our forms builder solution, eDesigner.

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Topics: digital local government, digital transformation, lgaap, service design, geo-location

DEVS, Digital Engines and the new normal in public sector digital

Posted by John McMahon on May 12, 2020 2:36:52 PM
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Topics: digital local government, digital transformation, service design, covid-19

They Ask, You Answer - Using an Outcome-Based Approach

Posted by John McMahon on Nov 4, 2019 9:24:29 AM

Why bother with Master Data Management?

For organisations engaged with customers around many different interconnected products on a regular basis, it makes commercial sense to invest in developing a single view of the customer across legacy infrastructure.  Particularly when information in each silo needs to be understood in order to make effective business decisions.

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Keeping Customers in the Loop

Posted by John McMahon on Oct 18, 2019 10:50:38 AM

Keeping people digitally informed about services and providing them with the means to access these services, creates value for those organisations who do it well. It also creates the much-needed pull to encourage customers to keep returning to digital and to reinforce the digital channel as the preferred choice for interactions.

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Topics: digital transformation, software, onevu, channel shift, customerengagement, citizenaccess

Six ways to build a successful customer self-service strategy

Posted by John McMahon on Aug 19, 2019 2:21:43 PM

How can public sector organisations develop successful digital customer service strategies? John McMahon, Product Director at IEG4, shares his thoughts on the subject

Regardless of industry, public or private sector, businesses everywhere are investing in customer self-service options to improve the overall customer experience. As more and more businesses and organisations embrace self-service, we’re beginning to truly understand what works and what doesn’t for ensuring customer satisfaction. In my opinion, it’s critical that a robust overarching strategy is in place to ensure that all the working parts are coordinated and integrated for the benefit of the customer. Here are my six recommendations to ensure self-service best practice in local government.

 

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Topics: digital local government, digital transformation, software, service design, onevu

Think Differently - Preventing fraud and increasing automation

Posted by John McMahon on Aug 19, 2019 2:11:30 PM

In January of this year seven benefit assessors across three separate London councils took advantage of their roles to commit over £1m in benefit fraud.

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Topics: digital local government, digital transformation, software, service design, onevu

Making Innovation Possible

Posted by John McMahon on Aug 6, 2019 11:37:04 AM

Technology should not operate in a vacuum. The best, most modern, customer-focused tech companies should want to integrate to as many different IT systems as possible - preferably without the potential 'drawn out' involvement of legacy back-office system providers - because what matters most is user experience. Doing what's right for the customer is more important than protecting the fiefdoms of software and IT suppliers.

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Topics: digital local government, digital transformation, software, lgaap, service design, bluebadge

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