Scott Duncan
Strategist. Tool-builder. Photographer. Montreal.
Twenty-five years working with Canadian institutions across public healthcare, public services, transit and postal systems, utilities, and performing arts organizations. The work has concentrated on the questions institutions struggle to answer well: what experience are they producing for the people they serve, what capacity do they have to deliver against their mandate, and what is their brand value doing for them or against them.
Most recently CX Strategy lead and Quebec Market lead at PwC. Before that, strategy and advisory work across Alberta Health, The Ottawa Hospital, the Public Health Agency of Canada, Employment and Social Development Canada, Canada Post, BC Ferries, Hydro-Quebec, Pharmacare, and selected private-sector operators and performing arts organizations.
Founder of duncanlcd Advisory in 2005. Builder of three proprietary frameworks: Experience Economics, Capacity Economics, and Branded Economics. The Public Goods is the home for the practice and the publication where the frameworks develop in public.
Based in Montreal. Fluently bilingual. Photographer.
Current focus
The work right now concentrates in three areas: northern Canadian healthcare, where Capacity Economics is being built out through an active piece of work on multifactorial chronic disease; performing arts organizations, where Branded Economics is taking shape; and public services, where Experience Economics is applied to the gap between what institutions deliver and what the people they serve actually experience.
The Public Goods publication develops the thinking in public. Field notes from active work appear on this site.
Reconciliation
Reconciliation is one of the filters through which I choose where to work and what to write about. The northern health work and the connections it has built are part of that. The Substack publication includes regular pieces on culture and reconciliation as part of the same project as the institutional work.
Get in touch
For consulting inquiries, collaboration, or to talk through a question the work might be relevant to.
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