Public servants live in the same world as Uber, Air B'n'B and Netflix; but you would be forgiven for thinking that public sector innovation stopped in the days of the horse and cart. There are some notable efforts to innovate within the public sector (the ATO has been delivering great services online for over 15 years) but for the most part it seems as if...

I've lost count of the number of times that I've heard government customer experience experts suggest that if we really want to provide great customer experiences we should head to our closest Apple store and study the way they do business. Apple? Why would we want to be like Apple?

It should be no surprise that local libraries often provide some of the be...