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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.
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- 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: 8,082
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- 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: 3,697
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- Transforming the Relationship Between Citizens and Government: Making Content Findable Online
- by Vanessa Fox. O'Reilly Radar, March 24, 2009. "... The most important feature government web sites can add isn't really feature at all. But it would absolutely transform the relationship between citizens and government and make an amazing array of public data available. What's this magic feature? Make government web sites search engine friendly..."
Added: 14 December 2009;
Page views: 163
Rating: 0
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- Help those who want to help themselves
- By Gerry McGovern. New Thinking, December 7, 2009. "On the Web, communicators must first and foremost help those who want to be helped, rather than trying to reach brand new audiences... Government says that drugs are a problem. Government comes up with a policy. Government hires an advertising agency to promote that policy. Advertising agency creates a campaign and campaign website. Campaign does well. Budget is exhausted. Campaign ends. Project complete. And another website falls into decline..."
Added: 7 December 2009;
Page views: 127
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- If your customer falls in the forest of your website
- By Gerry McGovern. New Thinking, November 30, 2009. "... Again and again, people talk about their time. I don't ask them. I ask them to carry out top tasks on the website, and they just start talking about their time. They get so annoyed when they feel their time is being wasted. When they click on a link and are brought to a page that's different to what the link promised, that really annoys them. When they use basic search terms and get useless search results back, that really annoys them..."
Added: 30 November 2009;
Page views: 88
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- Manage your customers' time
- By Gerry McGovern. New Thinking, November 23, 2009. "The Web is not free. It charges customers their time. Successful websites deliver the most value for the least time..."
Added: 30 November 2009;
Page views: 81
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- The 'search, compare, verify' generation
- By Gerry McGovern. New Thinking, October 11, 2009. "Success on the Web is not about making customers do what you want. It is about helping customers do what they want... Commercial organizations and governments need to realize that, with the coming of the Web, power has shifted to the organization of intelligent strangers. We're only in the middle of the beginning of this revolution. It's very exciting. You can make a buck on the Web by doing right by your customers..."
Added: 12 October 2009;
Page views: 91
Rating: 0
Votes: 0
- Surviving information-seeking sickness
- By Gerry McGovern. New Thinking, October 5, 2009. "The key to web success is to stop thinking about organizational information and start thinking of customer tasks..."
Added: 5 October 2009;
Page views: 81
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- Four Customer-Centricity Best-Practices and Three Customer-Value Metrics for Customer-Relationship Success
- by Laura Patterson. MarketingProfs, August 11, 2009. "... Changes in the way customers receive and process information via social-networking sites, mobile phones, and the Internet, combined with shrinking margins, deteriorating customer loyalty, and increased demand for marketing accountability, suggest the need for a new approach to customer-centricity..."
Added: 14 August 2009;
Page views: 131
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- Web turns marketing and communications on its head
- By Gerry McGovern. New Thinking, July 20, 2009 - Volume 14 Number 28. "Traditional marketing and communication is about getting people to do things. Web marketing and communication is about helping people do things... To succeed on the Web we need to change our mentality from seeing ourselves as a master to seeing ourselves as an apprentice. The customer is the master and we need to learn about what they need to do right now, and help them do that. The web customer is purposeful, directed, action-oriented. They are on a journey and we need first and foremost to help them get to their destination. Then and only then have we any chance of introducing to them the idea of taking a new journey. Good web marketers and communicators apprentice themselves to their customers."
Added: 21 July 2009;
Page views: 158
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- The Customer Lens: An Approach to Customer Touch-Point Analysis
- by Barre Blake. Marketing Profs, July 7, 2009. "... Fielding customer-satisfaction surveys is not enough. To better serve their customer base and more effectively acquire new customers, organizations need to delve into the details of individual interactions to understand the relationship between each customer touch point and the value it delivers to customers..."
Added: 8 July 2009;
Page views: 315
Rating: 0
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- Recognize Customers as Individuals, Part 2
- By Neil Mason, ClickZ, July 7, 2009. "Organizations must be more customer centric when developing their online channel. Part one addressed that point, outlining a simple framework to help organizations improve the quality of the customer experience. Underpinning this framework is the need for a range of quantitative and qualitative measurement and analytical techniques..."
Added: 8 July 2009;
Page views: 321
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- Web 2.0 Collaboration Tools for the Next Generation of Public Service
- Driving high performance through more engaging, accountable and citizen-focused service. Accenture, 2009. "Web 2.0 technologies and services have spread around the world at an amazing pace and are used by millions of people every day. Many public service organizations are also adopting Web 2.0 applications to improve their ability to collaborate and serve citizens more effectively..."
Added: 1 July 2009;
Page views: 780
Rating: 0
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- Recognize Customers as Individuals, Part 1
- By Neil Mason, ClickZ, June 23, 2009. "... Customer experience is becoming more important. In this day and age, we must move away from the one-size-fits-all approach and focus on developing better customer experiences through an understanding of what the key customer segments are, why each visits the site, and what they do when they get there..."
Added: 23 June 2009;
Page views: 497
Rating: 0
Votes: 0
- Its not about eGovernment but about enabling eCitizens
- by Andy Mulholland. The ePractice blog, 22 April 2009. "... its time to turn the argument round and start allowing eCitizens to decide how they use 'services' both in terms of the value the Government delivers and in the use of 'services' meaning the technology. My simple illustration is that if a relative dies I want to follow a single integrated process to carry out necessary steps and have no interest in what, where and how all the government departments and their systems/databases deal with this..."
Added: 18 May 2009;
Page views: 644
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- The customer is in charge
- By Gerry McGovern. New Thinking, December 01, 2008 - Volume 13 Number 46. "... We don't want pictures of 'important' people on a homepage. It doesn't impress us at all (quite the opposite in fact). We want to be spared those embarrassing press releases and the smiling faces of actors pretending to be customers. Or that marketing and branding meaningless drivel about solving tomorrow's problems today. And we find it so tiring to read an organization's name in practically every sentence. We're on its website, after all. We know its name. The people who go to the Web are much too smart to be seduced by dumb retro marketing and PR tricks..."
Added: 1 December 2008;
Page views: 453
Rating: 0
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- Citizen Relationship Management (CRM in government)
- by Alexander Schellong. The ePractice blog: discuss, praise, disagree, 19 November 2008. "While CRM has been researched and applied in private enterprises for years, it has only recently gained attention as a concept for government. Concurrent with the emergence of eGovernment and the general tendency of transferring more and more business concepts into the government domain, articles and studies started to address the topic. Many articles on eGovernment briefly address CRM when referring to aspects such as one-stop government or a multi-channel environment directly or indirectly. Besides CRM, authors introduce slightly altered terms like Citizen Relationship Management (CiRM), Constituent Relationship Management (CRM), Public Relationship Management (PRM) or Citizen Encounter and Relationship Management (CERM) to underline its government orientation and application..."
Added: 20 November 2008;
Page views: 718
Rating: 0
Votes: 0
This category last updated: 23 February 2006
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