In our recent Conversations Workshop in London we had several speakers discuss what might be needed at city and local government level to transform citizen services through technology. In this presentation, David Moody of Verint talks about the ‘digital tipping point.’ He also touches on the frustrations of establishing standards (such as Open 311 and Verification) in government.

However, the main thrust of his presentation focuses on how more complicated transactions can be assisted by the human touch (augmented by technology).