Delivering the Digital City: Best-in-class Customer Experience | Deloitte US

About the authors

William D. Eggers is the executive director of the Deloitte Center for Government Insights and author of nine books, including Delivering on Digital: The innovators and technology that are transforming government. His commentary has appeared in dozens of major media outlets including the New York Times, Wall Street Journal, and Washington Post. He can be reached at or on Twitter @wdeggers.

Steve Hurst is managing director in Deloitte’s US Government and Public Service digital practice. He is responsible for helping state and local governments adopt and expand their digital capabilities, including constituent portals, business portals, digital studio, identity management, master data management, and advanced personalization and interaction methods. Hurst has 30 years of experience consulting in the public sector.

Mahesh Kelkar is a research manager with the Deloitte Center for Government Insights. He closely tracks the federal and state government sectors, focusing on in-depth research into the intersection of technology with government operations, policy, and decision-making. Connect with him at or on Twitter @Mahesh_Kelkar


The authors would like to thank Mitali Chatterjee from the Deloitte Center for Government Insights for her contribution in driving research and development of the study. Also, John O’Leary from the Center for Government Insights for editorial support at critical junctures.


Article by channel:

Read more articles tagged: Customer Experience