The Digital leadership Blog!
Service quality within local governments!
Measuring customer satisfaction and service quality within local governments is a multifaceted challenge due to the sheer diversity of services and communication channels involved. Citizens interact with local governments across a wide range of services, from service...
What is the definition of a successful project?
What is the definition of a successful project? Often, we define success too narrowly, measuring it only against budget, time, and quality. But why not broaden the perspective and take a more holistic approach? The success of a project is about more than just...
What is our vision for community engagement?
There was a time when community engagement meant sitting across from real people, hearing their voices, and understanding their concerns face-to-face. Councils relied on traditional methods like community meetings and public forums, paper-based surveys and...
Change has many facets!
Change has many facets. On the surface, we may notice one prominent change element, but beneath it, there are often many interconnected layers that demand our attention. Let us consider a few examples:I moved to a new location for work. Beneath this seemingly...
Depth—not the speed!
Shallow songs, loud drums, and flashy headlines dominate over deep poetry, classical music, and meaningful essays. Quick snapshots and surface-level engagement have taken the place of rich, nuanced content. Our minds are naturally wired for efficiency, often seeking...
The lies about customer-centric solutions!
Customer-centric solutions are achievable only when we genuinely put customers at the core of our analysis. This begins with understanding them—their needs, problems, and the scenarios in which they interact with us. For instance, in local government, customers might...
Timid Vs Bold people!
Some people speak up, say things as they are, and confidently tell others what to do. We often perceive them as bold. Then there are those who adapt to their surroundings, prioritise peace over confrontation, let go of trivial matters, and allow others the freedom to...
A real gap often lies not in the tools but in the vision!
From letters and faxes to SMS, phone calls, emails, social media interactions, client portals, and in-person meetings, the need for effective communication management has never been greater. With advances in technology, customer expectations are also rising, demanding...
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Books & Publications
SP writes extensively on Project Sponsorship, Management, Business Transformation and Change.
A Guide for Project Sponsors
Building A Rock Solid Foundation
This book is for the Project Sponsors and executives. There are practical examples, tips and process that will help sponsors to lead from the front. The book will force you to think from different dimensions. If you implement knowledge, methods and tips, you will experience instant results. You will see the improvement in the order, focus and growth in the morale of the team.
Customer Experience
How to WOW Customer Experience? Skyrocket Pre-Sales!
Open floodgates to more business. Get your prospects to line up to do business with you!
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Prioritise Multiple Projects - Blog Post
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