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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 web usage is driving increased magazine readership: councils take note
- Public Technology, 10 September 2008. "While the internet may have been viewed as a threat to magazine readership, a new survey from magazine subscription website magazinesbymail.net has revealed that a visit to the internet actually encourages people to read magazines. Council communications teams can learn from this - as few council websites effectively exhort citizens to read the paper-based council magazines pushed through letterboxes. Council websites may be an effective tool to increase readership for council magazines, which normally deliver very different information to websites..."
Added: 11 September 2008;
Page views: 948
Rating: 0
Votes: 0
- Unlocking The Value of Your Customer Satisfaction Surveys
- by Craig Bailey. CRM Today, 2008. "In today's business environment companies cannot afford to lose a single profitable customer. By effectively leveraging results from a customer satisfaction survey an organization can respond to their customer's needs in ways that increase revenue as well as improve customer and employee, satisfaction and loyalty..."
Added: 8 September 2008;
Page views: 714
Rating: 0
Votes: 0
- Addressing customer service for the email channel
- by Craig Thomler. eGov AU - eGovernment thoughts and speculations from an Australian perspective, Sunday, September 7, 2008. "From my experience in government, both as a customer and as a public servant, I've discovered that when addressing emails from citizens, government agencies often treat email as surface mail rather than as a phone call. This means that citizens who choose an electronic communications route can often expect response times measured in weeks or months, rather than in minutes or hours. Personally I find this unacceptable..."
Added: 8 September 2008;
Page views: 711
Rating: 0
Votes: 0
- Too close to your website, too far from your customers
- By Gerry McGovern, New Thinking, August 25, 2008 - Volume 13 Number 32. "The web management challenge is to shift your focus away from your website, technology and content, and to focus instead on the needs of your customers..."
Added: 25 August 2008;
Page views: 735
Rating: 0
Votes: 0
- Seven Building Blocks of a Destination Website: 7 Trust and Credibility
- by Stoney deGeyter. Search Engine Guide, 4 August 2008. "The first six building blocks in creating a Destination Website; expert information, usability, website design, unique value proposition, time and presence, and voice are all things that we, more or less, have direct control over..." The seventh building block is trust and credibility - putting the customer first is key...
Added: 5 August 2008;
Page views: 792
Rating: 0
Votes: 0
- Google marketing: Every millisecond counts
- By Gerry McGovern. New Thinking, July 21, 2008 - Volume 13 Number 29. "What Google does runs contrary to much business thinking. It sees the customer's time as the scarcest resource... The top two Google principles are: 1. Focus on people - their lives, their work, their dreams. 2. Every millisecond counts..."
Added: 21 July 2008;
Page views: 788
Rating: 0
Votes: 0
- International Workshop On Building Citizen Centred Policies And Services
- Ljubljana, Slovenia (26-27 June 2008). OECD. Building Citizen-Centred Policies and Services. What's the issue? Open government is a journey, not a destination. Putting the values of transparency and accountability, participation and inclusion, equity and efficiency into practice when designing and delivering citizen centred public policy and services is a challenge shared by all countries. Who will be there? About 80 participants from national and local government, civil society and international organizations in 17 OECD countries and 12 OECD non-member countries will attend..."
Added: 27 June 2008;
Page views: 691
Rating: 0
Votes: 0
- Transforming Government, Rebuild Citizen Involvement By Simply Releasing Data Streams
RSS and Other Real-Time, Accessible Data Can Improve Internal Operations And Involve Public. New York, NY (PRWEB) June 24, 2008. "Releasing government data in easily-used formats such as RSS can unleash creative new approaches within agencies and involve the general public. The results, according to Web 2.0 consultant and theorist W. David Stephenson, can include streamlining operations, cutting costs, bringing multiple agencies' resources to bear on problems facing a single community, and rebuilding public confidence in government..." A copy of the presentation is available.
Added: 26 June 2008;
Page views: 904
Rating: 0
Votes: 0
- Governments Should Draw on Wisdom of Crowds
- A new report from Deloitte says that leading businesses have trained people to expect high-quality, personalized services, and these are standards which citizens are now applying to government, by Sue Bushell. CIO, 19 June, 2008. "Government agencies serious about cutting costs and improving their effectiveness must start drawing on the glut of data they collect on the programs and services they provide to harness the "Wisdom of Crowds."..."
Added: 19 June 2008;
Page views: 504
Rating: 0
Votes: 0
- Government Should Give Citizens the Tools to Help Themselves
- By Corey McKenna. Government Technology, May 20, 2008. ".. Anderson said chief information officers and technology employees should embrace the above examples of what is known as "the long tail" in developing services for citizens. Rather than a few "one size fits all" products, the long tail describes a huge marketplace of narrowly targeted products and services that continue to meet the needs of a smaller number of consumers..."
Added: 23 May 2008;
Page views: 1,266
Rating: 0
Votes: 0
- Governments Urged to Learn From Businesses
- Citizens are demanding better e-government services from their governments, by Sue Bushell. CIO, 8 May 2008. "Citizens used to dealing with leading businesses online are demanding better e-government services from their governments at a time when those governments face significant short- and long-term fiscal pressures, according to a new report from Deloitte..."
Added: 8 May 2008;
Page views: 864
Rating: 0
Votes: 0
- One Size Fits Few: Using Customer Insight to Transform Government - in pdf format (2685kb)
(This document requires the use of Adobe Acrobat Reader). A Deloitte Research Study, 2008. "This study defines the emerging discipline of 'customer strategy' in the 21st century, and shows how the insights of citizens can help your agency make more informed decisions, design and deliver more successful policies and programs, and improve customer service. In line or online, consumers of government services are savvier than ever. And citizens' attitudes toward the public leaders that represent them are, in large part, shaped by the daily encounters they have with organizations like yours..."
Added: 8 May 2008;
Page views: 676
Rating: 0
Votes: 0
- Study: Governments Should Use Leading "Customer Experience" Practices to Improve
- Government Technology, April 29, 2008. "Governments face growing pressure to improve the customer experience for citizens accessing public services, according to a new Deloitte report titled One Size Fits Few: Using Customer Insight to Transform Government. Leading businesses have trained people to expect high quality, personalized services -- standards that citizens are now applying to government. At the same time, governments around the world are confronting significant short- and long-term fiscal pressures -- from managing rising health care costs to rebuilding public infrastructure. According to the Deloitte study, governments can both reduce costs and improve the level of service they offer to their consumers by adapting to the public sector some of the customer-centered reforms pioneered by leading companies..."
Added: 8 May 2008;
Page views: 545
Rating: 0
Votes: 0
- iSolon.org - Democracy for the information age
- "iSolon.org is a policy institute committed to exploring and advancing opportunities for democratic reform brought about by new information technologies. It focuses on the most difficult areas of democratic reform─where elected officials have a conflict of interest in bringing about reforms that might reduce their power and re-election prospects..."
Added: 6 May 2008;
Page views: 1,549
Rating: 0
Votes: 0
- GovMetric
- "GovMetric is ROL's unique solution for customer satisfaction measurement, enabling you to see what is happening across all of your access channels, 24 hours a day, 7 days a week. Every individual customer interaction can be captured and measured, telling you: Which channels your customers are using; Which services your customers are accessing; How satisfied your customers are with the service..."
Added: 30 April 2008;
Page views: 651
Rating: 4
Votes: 1
This category last updated: 26 April 2012
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