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Thinking beyond websites and apps

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Nikhil Deshpande
Nikhil Deshpande

Experience design is a critical need in the government space. Private sector has been a leader in implementing experience design for the last two decades. Just think about the big four: Apple, Google, Amazon, and Facebook. I understand if it is hard to accept service offerings around something intangible like experience, but there are tangible and scientific ways to analyze experiential data and enhance the user experience.

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Experience as a Service (XaaS) Thinking beyond websites and apps Nikhil J. Deshpande
Nikhil J. Deshpande Chief Digital Officer, GTA, State of Georgia @nikofthehill
Mission: Info/Services citizen centric Data Driven Decisions
@nikofthehill
@nikofthehill IaaS PaaS SaaS Infrastructure as a Service Platform as a Service Software as a Service
@nikofthehill
@nikofthehill Infrastructure
@nikofthehill Infrastructure Platform
@nikofthehill Infrastructure Platform Software/ Apps
@nikofthehill Infrastructure Platform Software/ Apps Experience
@nikofthehill XaaS eXperience
Citizen Experience: Interactions between citizens and government across channels that create mutual value. - Center for Digital Government
@nikofthehill
@nikofthehill
@nikofthehill
@nikofthehill
@nikofthehill
@nikofthehill
@nikofthehill 2002
@nikofthehill
@nikofthehill Portal
@nikofthehill 2002 GA.GOV
@nikofthehill GA.GOV 2002
@nikofthehill GA.GOV 2002
@nikofthehill GA.GOV 2002
@nikofthehill GA.GOV 2002
@nikofthehill 2012
@nikofthehill Un-Portal
@nikofthehill Citizen Centric
@nikofthehill GA.GOV 2002
@nikofthehill GA.GOV 2012
@nikofthehill
@nikofthehill GA.GOV 2012
@nikofthehill GA.GOV 2012
@nikofthehill 2017 Secretary Of State Department Of Revenue Chamber of Commerce
@nikofthehill 2017 1 2 3
@nikofthehill 2022?
@nikofthehill
@nikofthehill
Citizen centric approach leads to Omni-channel
@nikofthehill
@nikofthehill
@nikofthehill
@nikofthehill
Digital Services • Web and digital presence • Digital Standards • Agency Partners digitalservices.georgia.gov
Takeaways: ● Citizen experience NOT portal ● Citizens expect unified experience ● We are GeorgiaGov
@nikofthehill
Thank you! digitalservices.georgia.gov nikhil.deshpande@gta.ga.gov @nikofthehill

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