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Citizen Centric Service
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government.
6
Site Articles
- On the Road to Satisfaction: Using the Canadian Common Measurements Tool to Measure Satisfaction with Government Services
- Customer satisfaction measurement is a key focus for public service delivery and should not be relegated to an occasional one-off research task but incorporated in an ongoing journey for continuous service improvement. Measurement tools and techniques can only work if there is a prerequisite organisational cultural commitment in place. It has to be championed from the top, with chief executives openly committed to regular customer satisfaction measurement.
Added: 13 July 2010
Page views: 4,057
Rating: 1
Votes: 1
- Citizen centric service / Customer relationship management in eGovernment - Archive
- Resources about customer centric service and customer relationship management relating to online service delivery by government.
Added: 2 December 2005
Page views: 10,162
Rating: 0.0
Votes: 0
- Co-Production by Design – embracing digital society makes for smarter services - Serve You Right, Melbourne, September 2011
- Paper presented by Dr Steve Hodgkinson - Research Director IT – Asia/Pacific Ovum, at the Serve You Right Conference, Melbourne, September 2011. The modern digital economy requires new behaviours from citizens, industry partners, peer agencies and governments to inspire economic, social and environmental sustainability, nurture digital society initiatives, collaborate to pool thinking and resources and leverage proven platforms and solutions.
Added: 23 September 2011
Page views: 577
Rating: 0
Votes: 0
- Customer Satisfaction - recent updates in measurement and performance across all channels - Serve You Right, Melbourne, September 2011
- Presentation by Paul van Veen, Customer Service Benchmarking Australia (CSBA) at the Serve You Right Conference, Melbourne, September 15-16,2011. Provides an overview of: What to look for in customer service measures; The overall service improvement model; Customer satisfaction measures; Understand current performance; Key points for successful customer satisfaction measurement.
Added: 23 September 2011
Page views: 508
Rating: 0
Votes: 0
- e-Citizen Charter (e-Citizen Programme)
- The aim of the Dutch e-Government policy is to improve information exchange, service delivery and interactive participation by introducing a new partnership between citizen and government. This is to be achieved by giving more responsibility and choice to citizens. As far as the Dutch cabinet is concerned, the required empowerment is being supported by ICTs. To help citizens in their new role, the e-Citizen Programme has developed an instrument: the so called e-Citizen Charter.
Added: 11 April 2007
Page views: 5,418
Rating: 0
Votes: 0
- The challenges of delivering citizen centric services in Hong Kong and Singapore
- In this study, 54 Hong Kong and 56 Singaporean civil-service IT managers were surveyed. Nearly two-thirds of the survey respondents believe there will be growth in workflow connectivity between governmental organisations and agencies (GOAs), and that this will be seen over the coming five years. Nearly three-quarters of respondents indicated that the majority of workflow connectivity would involve information transfer across GOAs in response to serving the public. More than 80% said they currently manage workflows that involve other GOAs.
Added: 29 August 2011
Page views: 374
Rating: 0
Votes: 0
134
External Links
- Citizens, Are You Being Served? in pdf format (586kb)
- (This document requires the use of Adobe Acrobat Reader). A People-First Approach to Transforming Government Services, by Miguel Carrasco and Julia Fetherston. Boston Consulting Group, November 2011. "With people increasingly accustomed to a range of personalized mobile and digital channels, the traditional one-size-fits-all approach to delivering public services looks increasingly outdated and cumbersome. Indeed, a recent BCG survey of citizens around the globe showed relatively low satisfaction with such services. It's time for governments to fundamentally rethink how they serve their citizens... Examples from Australia, Canada, Denmark, New Zealand and the UK show how some governments are implementing bold, innovative approaches to service delivery..."
Added: 13 December 2011;
Page views: 407
Rating: 0
Votes: 0
- How the public sector can give more satisfaction
- Recent research shows many people are pleased with government delivery of services, but there is scope for improvement, says Craig Baker. Posted by Craig Baker. Guardian Professional, Monday 12 December 2011. ""Citizens, are you being served?" was the question the Boston Consulting Group asked in recent research into satisfaction levels with the delivery of public services around the world. "No" was the answer: Only one in three citizens is satisfied with government services according to our survey of 9,000 people in nine countries. And in all nine countries, the majority of people felt that the quality of private sector services is better than those from the public sector - but Britain fared better than the rest..."
Added: 13 December 2011;
Page views: 174
Rating: 0
Votes: 0
- Opinion on digital and social media in government
- By Paul Robson, Adobe Managing Director for Australia and New Zealand. Government News, 25 November 2011. "The saying 'the customer is always right' may be old, but in government, as in business, it contains more than a grain of truth. Citizens are the customers of today's government officials, and they are more connected and tech-literate than ever before. The opinions they form play a vital part in the political process and now they have a range of media channels through which they can express themselves – whether an issue makes them feel good, bad, or simply indifferent. Public media channels also identify whether service delivery is proving challenging or successful according to citizen feedback..."
Added: 1 December 2011;
Page views: 242
Rating: 0
Votes: 0
- The People-Centered Universe
- Fresh Thinking on Government IT Modernization. A strategy paper from the Center for Digital Government. November 2011. "... Historically, we have put the IT system at the center of our universe. But today's new world is very different. In fact, the IT-system-as-the-center model is crumbling as legacy systems age, skilled workers retire and budgets are squeezed. It’s time for our own Copernican Revolution. In short: It’s time to put people at the center of our universe. This white paper analyzes this shift and what it means for legacy system modernization in government. For a number of reasons — chief among them the changes required by health care reform — state health and human services agencies are early navigators of this new world..." [Requires Registration]
Added: 29 November 2011;
Page views: 246
Rating: 0
Votes: 0
- 7 Things Every Government Agency Can Do To Improve Customer Service
- Essentials for Satisfying President Obama's Customer Service Mandate, By Mark Malseed. Oh My Gov, October 19 2011. "1. Create FAQs and publish them prominently in multiple formats. 2. Centralize your customer and case management, so profiles are in one place, accessible to anyone who needs them. 3. Post your own agency customer service pledge... and include some stretch goals. 4. Use visuals to explain complex issues and processes. 5. Solicit lots of feedback - then listen carefully and use it to improve.6. Make use of Mobile technology in every available way. 7. Empower your employees with a leading-edge CRM tool..."
Added: 27 October 2011;
Page views: 326
Rating: 0
Votes: 0
- The GovLoop Guide to Excellent Customer Service - in pdf format (155kb)
- GovLoop, September 2011. "...In a memo by Jeffrey Zients, Federal Chief Performance Officer and Deputy Director for Management, 'Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service,' Zients walks you through some steps to make sure your agency complies with the Executive Order. The four overarching categories that Zients identifies are: 1. Improve Customer Service Delivery; 2. Advance Customer Service through Innovative Technology; 3. Solicit Timely Customer Feedback; 4. Improve Online Services; Below we have mapped out each area and provided some insights from the GovLoop Community as to how best meet the requirements of the Executive Order and improve your customer service..."
Added: 11 October 2011;
Page views: 543
Rating: 0
Votes: 0
- Announcing the GovLoop Excelling with Customer Service Guide
- Posted by GovLoop on September 25, 2011. "... How is your agency doing as it prepares its Customer Service Plan in response to President Obama's Customer Service Executive Order? As the October 27 deadline for submission stands just one month away, GovLoop has created the guide below. It's designed to help you in addressing topics such as: - improving customer service delivery, - advancing customer service through innovative technology, and - eliciting timely customer feedback..."
Added: 11 October 2011;
Page views: 170
Rating: 0
Votes: 0
- Top 10 tips for promoting channel shift
- By Dave Worsell, Director of Government Solutions, GovDelivery UK. Reach the Public, September 22, 2011. "... Developing online services has been a top priority for all levels of Government. The potential cost savings of encouraging the public to self-serve online are well documented which is why the 'Digital by Default' agenda is moving ahead at full steam. However, I believe that many public bodies don’t realise the full potential that the shift to digital offers, primarily because they are failing to engage with their audience. Developing these cool new digital channels is only part of the solution. Promoting channels to encourage shift and foster engagement is a vital component, something many public bodies frequently overlook. I have drawn together the following tips from the successes of innovative GovDelivery clients who use effective promotion to boost subscribers and deliver that 'elusive' channel shift..."
Added: 6 October 2011;
Page views: 337
Rating: 0
Votes: 0
- Help people do things, don't keep them on webpages
- By Gerry McGovern. New Thinking, September 19, 2011. "Your objective should be to reduce the amount of time customers have to spend on your website... When customers visit your website they have two things they can spend: time and money. They do not think it good value if they have to spend a lot of their time. They want to spend the minimum amount of time in order to get the job done. Too many web teams are focused on spending the customers' time when they really should be focused on saving the customer's time..."
Added: 3 October 2011;
Page views: 286
Rating: 0
Votes: 0
- The future is about service
- By Gerry McGovern. New Thinking, October 3, 2011. "... Service is the new marketing. As the world automates, products will become more and more the same. Service is how you will differentiate yourself in the market. Service is how you will make the next sale. (We all know, of course, that it is easier and more profitable to sell to a current customer than to a new one.) Not just that! Service is increasingly how you will sell to new customers. From observing how many customers use websites I have noticed that they avoid traditional marketing content and go for the detail. They want to know about installation and troubleshooting and they hang around the online community section to see what people who have actually bought the product are saying. Support is the new sales. Support is the new marketing..."
Added: 3 October 2011;
Page views: 259
Rating: 0
Votes: 0
- The Partnership Fund for Program Integrity Innovation: Expanding Ways to Provide Cost-Effective Services
- by Jonathan C. Tucker, National Academy of Public Administration. IBM Center for the Business of Government, September 2011. "All levels of government are under fiscal stress trying to meet greater demand for public assistance. This environment increases the magnitude of risk from improper payments and other wasteful practices. To maximize resources and impact, federal, state, and local governments must work together on collaborative approaches to getting the right benefits to the right people at the right time. In 2010, Congress and the President enacted the Partnership Fund for Program Integrity Innovation (Partnership Fund) to develop and assess pilot projects that meet this goal; the U.S. Office of Management and Budget (OMB) administers the Partnership Fund's $32.5 million appropriation authorized through FY 2012..."
Added: 22 September 2011;
Page views: 376
Rating: 0
Votes: 0
- Innovation in Improving the Delivery of Services to Citizens
- by John Kamensky. Governing People, September 21, 2011. "A new report written by the National Academy of Public Administration (NAPA), the Partnership for Public Service (PPS) and the IBM Center for The Business of Government, 'Partnership Fund for Program Integrity Innovation: Expanding Ways to Provide Cost-Effective Services,' discusses the goals and progress of the Partnership Fund, a program led by the Office of Management and Budget (OMB)... The report highlights longer term opportunities for expanding the goals of the Fund, starting with a high-level vision for serving citizens with several key elements: - Outcomes-focused programs: Responsible officials at all levels of Government should have more operational freedom to work across programs in defining and achieving outcomes demonstrated through strong evidence and data. - Client-enabled service delivery: Clients should be provided with tools and information to increase their control over how they access services and measure performance, and at their option, shared use of personal information to deliver service successfully, in a manner consistent with privacy law and policy. - Shared data and services across programs: Policies and business systems should provide for a more flexible but secure regime for sharing data and services across jurisdictions, thereby enabling greater efficiency and effectiveness in achieving outcomes and meeting client needs..."
Added: 22 September 2011;
Page views: 435
Rating: 0
Votes: 0
- Building Your Customer Experience Dashboard
- by Neil Mason. ClickZ, September 13, 2011. "... Tracking the customer experience, though, is a multi-faceted challenge. Experience is broadly an attitudinal outcome that results in a set of behaviors. The digital marketing industry has historically focused on tracking the customer experience through behavioral observation using tools like web analytic systems. This has had limited success, as it's possible to see what is going on (like a shopping cart abandonment), but it's not that easy to see why it's happening (poor usability, price issues, etc.). If measuring and understanding the customer experience is a multi-faceted challenge, then a multi-faceted approach to the problem is required..."
Added: 21 September 2011;
Page views: 459
Rating: 0
Votes: 0
- What 2 Billion Smartphones Mean for Customer Service
- by Dave Evans. ClickZ, September 7, 2011. "New Media Age's Ilana Fox wrote an intriguing post, Stop pandering to customers on social media. Her central point: "We have proper channels for complaints… tell whining customers to use them." My initial reaction was "Well, that's certainly a huge step backwards." But as I thought Ilana's post, I found myself agreeing with parts of it. So let's talk about those parts. To be clear, I have a point of view on this issue: - Customers own the conversations that they start, and they are free to start whatever conversations they want. It's a free world, eh?..."
Added: 8 September 2011;
Page views: 499
Rating: 0
Votes: 0
- Voice of the Customer (VOC) Results: What to Expect From Your VOC Program
- by Kate Feather. Business 2 Community, August 18, 2011. "A Voice of the Customer (VoC) program can be a powerful tool for your businesses—assuming you choose one that provides you with the information we list in this article. By way of providing a basic definition, a Voice of the Customer program gathers customer feedback and provides a system for feedback management across an organization..."
Added: 18 August 2011;
Page views: 480
Rating: 0
Votes: 0
This category last updated: 13 December 2011
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