Chapter 14: Modern Service Delivery Patterns

1. **Assess digital maturity**: Where on the digitization-to-transformation spectrum are your organization's key services? What's blocking further transformation?

2. **Identify platform opportunities**: What services in your organization could become platforms? Who would be producers and consumers? What value would be created?

3. **Evaluate proactive potential**: What reactive services could become proactive with available data? What data would be needed? What privacy considerations apply?

4. **Design for omnichannel**: How well integrated are your service channels today? Where do citizens experience friction when switching channels? What would seamless look like?

5. **Plan your transformation**: If you could implement one modern service pattern from this chapter, which would create the most value? What's the first step?