Using BI in Service Design, Knowledge Management, Quality Assurance, & Training (Episode 88)

Kerstin Behrens-Bolt, Manager of Knowledge Management, Training, and Quality Assurance with the BC Ministry of Citizens’ Services.

Kerstin Behrens-Bolt walks us through some of the intersections between service design and behavioural insights, including their shared goal of helping people. Kerstin also happens to have a fantastic eye for opportunities to use BI. She shares some of the opportunities she sees for including BI in the design of services, how knowledge is managed and shared, how quality is assured, how training is delivered, and more.