It wasn’t too long ago that most government agencies used a simple strategy to keep citizens compliant with things like paying taxes, appearing for jury duty or maintaining licenses: remind them of the consequences they could incur if they didn’t comply. The assumption was that people would make rational decisions on cost-benefit grounds and would act out of self-interest. Why wouldn’t they? It’s how we imagined we’d behave ourselves, and it’s how we designed our policies and strategies. More...

As technology changes, so do customer behaviors, and so must our business processes. (I use the term customer loosely here to represent the larger set of consumers, employees, citizens and other stakeholders that may be among your target audiences.) More...