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Delivering the digital city

by William D. Eggers, Steve Hurst, Mahesh Kelkar
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    Delivering the digital city Building a best-in-class customer experience in smart cities

    • William D. Eggers United States
    • Steve Hurst United States
    • Mahesh Kelkar India
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    Consumers today enjoy the convenience of digital service delivery that many private sector companies now put at their fingertips. So, most people want—and expect—the same level of service from government that they receive from online retailers. Failing to meet that expectation can increase the perception of poor government service. But while many city governments are becoming more digital, there often remains a gap between what citizens want and what they currently get.

    Learn more

    Read more and download the report on Deloitte.com

    Credits

    Written By: William D. Eggers, Steve Hurst, Mahesh Kelkar

    Topics in this article

    Government , Public Sector

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    William D. Eggers

    William D. Eggers

    Executive Director

    Bill is the executive director of Deloitte’s Center for Government Insights where he is responsible for the firm’s public sector thought leadership. His new book is Delivering on Digital: The Innovators and Technologies that are Transforming Government (Deloitte Insights, 2016). His eight other books include The Solution Revolution: How Government, Business, and Social Enterprises are Teaming up to Solve Society’s Biggest Problems (Harvard Business Review Press 2013). The book, which The Wall Street Journal calls “pulsating with new ideas about civic and business and philanthropic engagement,” was named to ten best books of the year lists. His other books include The Washington Post best seller If We Can Put a Man on the Moon: Getting Big Things Done in Government (Harvard Business Press, 2009), Governing by Network (Brookings, 2004), and The Public Innovator’s Playbook (Deloitte Research 2009). He coined the term Government 2.0 in a book by the same name. His commentary has appeared in dozens of major media outlets including the New York Times, Wall Street Journal, and the Chicago Tribune.

    • weggers@deloitte.com
    • +1 571 882 6585
    Steve Hurst

    Steve Hurst

    Managing Director | US Public Sector

    Steve is managing director in Deloitte Consulting LLP’s US Public Sector practice. He leads Deloitte’s Digital Government market offering and is responsible for helping state and local governments adopt and expand their digital capabilities, including constituent portals, business portals, digital studio, identity management, master data management, and advanced personalization and interaction methods. Steve has 30 years of experience consulting in the public sector.

    • shurst@deloitte.com
    • +1 212 313 2651
    Mahesh Kelkar

    Mahesh Kelkar

    Research Manager | Deloitte Services India

    Mahesh Kelkar is the smart cities research leader for the Deloitte Center for Government Insights. His research focuses on understanding the impact of technology, innovation, and policy on the future of cities. He closely tracks the federal and state government sectors and focuses on conducting in-depth research on the intersection of technology with government operations, policy, and decision-making. Connect with him on Twitter @Mahesh_Kelkar and on LinkedIn at https://www.linkedin.com/in/mahesh-kelkar-9468a87/.

    • mkelkar@deloitte.com
    • +1 678 299 7142

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