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Summary of the Week

February 7, 2020 - February 13, 2020
The following articles were of most interest
to readers of the daily newsletter this week:

Digital identity verification could present big opportunities for Ontario — but big risks, too

law times news

A proposed overhaul of Ontario’s justice system could set the province on track toward digital identity verification, the attorney general has hinted. 

5 Ways to Transform Contact Center Customer Experience in 2020

customer think

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

Outgoing director Angela Colter reflects on her highlights with 18F

fed scoop

During her tenure as executive director of 18F, Angela Colter has done a lot of thinking about what makes a good 18F project.

15 Definitions of Customer Experience

Smarter CX 

This article provides a list of definitions that offer a better picture of what customer experience really is.

Next 10 years of federal data decision-making outlined in WH strategy

federal news network

After a year of cogitation, the Trump administration released its Federal Data Strategy recently — on paper, no less. But it’s filled with important information for the next decade of digital federal government. That’s according to Nick Hart, CEO of the Data Coalition, who said the strategy makes several references to the Foundations for Evidence-Based Policymaking Act, which was signed into law on Jan. 14, 2019. He said the administration was smart to develop the strategy as a 10-year plan.

Outside-In (Daily)

February 14, 2020

Quebec's municipal officials are being offered digital transformation training

ctv news

QUEBEC -- Elected municipal officials are getting the opportunity to return to school, so they can familiarize themselves with the digital world. Various online training courses are being made available to them this winter to learn more about cybersecurity, digital technologies and cloud computing, in particular.

Privacy expert calls Toronto police’s use of Clearview AI ‘appalling’

IT World Canada

While he deserves some praise for halting the use of a controversial image search tool, Ann Cavoukin, the head of Global Privacy & Security by Design, and the former Information and Privacy Commissioner of Ontario, says Toronto police Chief Mark Saunders has got a serious problem on his hands.

Facebook, Instagram and YouTube: Government forcing companies to protect you online

bbc

Although many of the details have still to be confirmed, it's likely the new rules will apply to Facebook, Twitter, Whatsapp, Snapchat, and Instagram

UK standards committee: ‘urgent need’ to strengthen regulation of public sector AI

global government forum

A new report looking at artificial intelligence (AI) in the UK public sector says there’s an “urgent need for guidance and regulation. AI has the potential to “revolutionise” public service delivery, says the Committee for Standards in Public Life (CSPL), with machine learning in particular transforming how decisions are made in policing, health, welfare, social care and education.

New York Senator Proposes a Federal ‘Data Protection Agency’

adweek

New York Sen. Kirsten Gillibrand wants the United States government more involved in protecting digital privacy, and she wants to create a new federal agency to do it.

Smart cities with privacy in mind? Norway is making a start

techhq

For smart city initiatives to take root, they need public buy-in, and that means the data privacy challenge needs to be tackled.
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