Anil John
Making Digital Services Secure and Trustworthy

Anil John

Three Indicators for Successful Public Sector Service Delivery

 Tweet  Share  Comment  Print  Email

Judging the health of a public sector online service delivery program has traditionally been hard. It is even harder when it is in its infancy or has never been attempted before. The following are three indicators I would look for to evaluate if the program is on the path to success.

The last month or so has been very educational for me; sometimes painfully so. At the RSA conference and earlier, I had the opportunity to have in-depth conversations with folks from outside the usual echo chamber including some from very different global jurisdictions.

What I found fascinating were the three points that came up consistently as indicators to program success:

  1. A focus on listening and delivering over talking and messaging
  2. First and highest priority is solving the transaction pain of the individual, with the following critical caveat; Pain points are identified based on what individuals do, and not what they say
  3. Understands the critical role of transaction volume, and have made the resource investments needed to bring it, measure it, meter it, and monetize it for everyone in the transaction flow


Did you find this interesting? Don't miss any new posts. Sign up to automatically receive them now!

I will never share, rent, or sell your information to anyone. Cancel anytime.

This blog post first appeared on Anil John | Blog ( The opinions expressed here are my own and do not represent my employer’s view in any way.

By on |

Continue The Conversation ...

I would love to know your thoughts on this blog post. Please leave a comment below!

I am a Public Interest Technologist. I help technical leaders make digital services secure and trustworthy. Learn more »

Free Updates

I will never share, rent, or sell your information to anyone