Beyond the screens: Can an omnichannel approach make digital public services more human?

The European Commission s Joint Research Centre (JRC) is currently doing a piece of work to develop an omnichannel framework for public services across the EU. A week ago I joined a workshop alongside people from the OECD, Portugal, Sweden and Denmark. It s a topic close to my heart. Beyond my years learning from the best at GDS I was fortunate in shaping the OECD s Framework for Service Design…