Author Archive

Scott Sherman

Scott Sherman is a senior executive adviser at CEB.
Cybersecurity

A breach is coming -- is your agency ready?

The key to successfully navigating a security breach is to develop a three-pronged, comprehensive incident response process ahead of time.

  • By Kris van Riper and Scott Sherman
People

Maximizing the effectiveness of customer service

To satisfy citizens' digital expectations, agencies should shift their focus from exceeding expectations to improving the customer service experience.

  • By Kris van Riper and Scott Sherman