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Public services have an underlying duty to strive to create customer- or constituent-centric products and services since the population is their largest stakeholder group and largest customer base at the same time. Government organizations cannot fall behind the curve of innovation, as customer experience will begin to decline and trust in the government can degrade as a result. To stay ahead of trends, implement the process of design thinking and integrate it into the creation and operation of government services.
  • Elan Keshen