Interview: Varun Malhotra
Varun Malhotra is a founder and principal at Changeis Inc, where he oversees all aspects of strategy and service delivery operations for the company, and consults with senior management across Changeis’ government clients. Varun holds a Master in Business Administration (MBA) from Georgetown University and lives with his wife in Arlington, Virginia, USA.
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A guest editor for this issue of Touchpoint, Varun Malhotra is a Principal with Changeis (www.changeis.com), a Washington, D.C. based management consulting firm that focuses on the public sector. Through engagements with large US government agencies, he has championed service design techniques as an effective way of engaging stakeholders and aligning strategy to operations. Here, Jesse Grimes speaks with Varun to hear his thoughts and experiences on the theme of citizen-centred government. Through your consulting work in Washington, you have an insight and influence in how some techniques borrowed from the field of service design are being used in US government. From your perspective, can you tell us more about the role and use of service design in the areas in which you work? Indeed Jesse. First, I want to take an opportunity to acknowledge you, Birgit, Claire, and many others behind
Touchpoint for the excellent work you are doing to highlight the importance of this profession. It has been a great experience to collaborate on this edition and I hope our readers get a lot of value from it. To answer your question about the role and use of service design in our space, I think it is absolutely necessary and honestly a key differentiator for us (did I say that out too loud!). We are in a perfect storm, with increasing
