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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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- World CIOs talk common transformation challenges
- By Richard W. Walker. Federal Computer Week, May 8, 2007. "Fort Myers, Fla. -- Chief information officers worldwide may face distinctly different national challenges, but they all need to create trust among their departments and agencies and with their citizens to transform their governments..."
Added: 15 May 2007;
Page views: 651
Rating: 0
Votes: 0
- Developing the local government services market: working paper on technology and transformation services
- Department for Communities and Local Government, April 2007. "This working paper sets out key findings in relation to the development of markets and new models of provision in technology and transformation services... The report highlights key challenges and opportunities in relation to the technology and transformation services within local government, the implications of recent policy proposals, and potential ways forward in developing the market..."
Added: 18 April 2007;
Page views: 1,135
Rating: 0
Votes: 0
- The Collaborative State
- How working together can transform public services, by Niamh Gallagher and Simon Parker. demos.co.uk, 29 March 2007. "This collection of essays by leading thinkers and practitioners assesses how far we have already come towards a more collaborative style of government and sets out international case studies of some of the most interesting initiatives to date. It concludes by asking how future governments can use collaboration as a key design principle for transforming the country's public services..."
Added: 11 April 2007;
Page views: 721
Rating: 0
Votes: 0
- Customer power driven by the Web
- By Gerry McGovern. New Thinking, March 26, 2007 - Volume 12 Number 12. "The shift from organization power to customer power continues, as customers use the Web to organize themselves like never before. The Web gives organizational tools to the customer. The ability to organize 100 or 10,000 people used to be the exclusive domain of nations or well-funded private companies. Not anymore..."
Added: 26 March 2007;
Page views: 696
Rating: 0
Votes: 0
- Easy to use: Why the Web demands simplicity
- By Gerry McGovern. New Thinking, March 19, 2007 - Volume 12 Number 11. "The more sophisticated a society and its economy becomes, the easier it is for its citizens to do what they need to do..."
Added: 25 March 2007;
Page views: 697
Rating: 0
Votes: 0
- The Web is the organization
- By Gerry McGovern. New Thinking, January 15, 2007 - Volume 12 Number 02. "The Web has become the organization. An organization of a billion people with a billion things to say. And a million ways to work together... For the organizations that have become organization-centric, the Web is one big wake-up call. Those organizations that do not become truly customer-centric will be severely punished by the Web..."
Added: 5 February 2007;
Page views: 797
Rating: 0
Votes: 0
- Recovering from organization-centricity
- By Gerry McGovern. New Thinking, November 20, 2006 - Volume 11 Number 44. "Admit you have a problem: The first step to recovery is to admit that you are organization-centric. Say it: "We're organization-centric."..."
Added: 20 November 2006;
Page views: 981
Rating: 0
Votes: 0
- Getting to Second Base
- By Neil Mason. Clickz, October 31, 2006. "There were many great presentations at the Emetrics Summit in Washington, DC, a couple weeks ago. There were presentations on all aspects of Web analytics, from strategic implications of developing a Web measurement program to the use of advanced analytical techniques to address specific issues. One of the most interesting presentations I saw wasn't about Web analytics at all, however. It wasn't about the Web or even about analytics. It was about customers and customer centricity. It was about putting customers at the heart of the organization and what that really means for your business..."
Added: 1 November 2006;
Page views: 1,607
Rating: 0
Votes: 0
- Accent on Good Service
- E-government services in some countries rival that of the private sector in terms of sophistication, interactivity and reliability, By Alison Lake. Public CIO, August 2006. "Can governments truly boast of services that rival the private sector's? Leadership in Customer Service: Building the Trust, Accenture's annual report tracking the evolution of Internet usage and customer service in government, says yes and no. Accenture interviewed 46 high-ranking government executives in nine countries to assess government services delivery, and concluded that governments using a wide range of technologies and modes of operation are on par with the private sector. Those lacking integrated technologies for robust, online services have a long way to go to reach service delivery matching that of the private sector..."
Added: 30 August 2006;
Page views: 1,901
Rating: 0
Votes: 0
- Q&A: Jeremy Oates, Managing Director Accenture UK Government
- By eGov monitor, 1 August, 2006. "Jeremy Oates while speaking to eGov monitor explores the seventh annual Accenture eGovernment Study in detail and discusses the findings and how it could benefit UK public sector professionals..."
Added: 2 August 2006;
Page views: 1,952
Rating: 0
Votes: 0
- Citizen, content and connect: inclusion through technology - in pdf format (3,697kb)
(This document requires the use of Adobe Acrobat Reader). The Concluding Report of the Urbact Information Society Network, May 2006.
The Information Society Network (ISN) is made up of partners from 13 European cities lead by Manchester, UK. The principal focus of the network has been on the use of Information and Communication Technology (ICT) to promote social inclusion and economic development. The work of the ISN is essentially pragmatic. Members of the network have presented their projects and programmes to each other in a series of seminars and workshops facilitated by an expert in the field. This report is the result of that process. The report is analytical and is illustrated by the more informal presentations of illustrative case studies which are to be found running in parallel at the bottom of each page. Both sections have been colour coded for clarity.
Added: 13 June 2006;
Page views: 3,547
Rating: 0
Votes: 0
- Citizen, Content, Connect
- By Martine Tommis, Project Manager, URBACT Information Society Network. eGov Monitor, 12 June, 2006. "Martine Tommiss, discusses the "Citizen, Content, Connect" report that presents an innovative way to look at the role of ICT in addressing social exclusion and highlights the work of InfoBank a successful project in Finland..."
Added: 13 June 2006;
Page views: 3,187
Rating: 0
Votes: 0
- Leadership in Customer Service: Building the Trust
- Accenture's Seventh Global Report on Government Service Delivery. Accenture, May 2006. "Governments that lead the public sector in customer service are focused on developing sophisticated, interactive and transactional capabilities on par with the best of the private sector, according to this new global research report by Accenture."
Added: 23 May 2006;
Page views: 1,896
Rating: 0
Votes: 0
- Governments That Deliver Outstanding Customer Service Provide an Experience That Rivals the Private Sector, Accenture Report Finds
- Accenture, Toronto - May 17, 2006. "Governments that lead the public sector in customer service are focused on developing sophisticated, interactive and transactional capabilities on par with the best of the private sector, according to a new global research report by Accenture (NYSE: ACN). In the report, Accenture finds a new trend whereby governments are reinventing their customer service delivery programs in order to help build greater trust—and this is redefining the relationship between citizens and their governments..."
Added: 23 May 2006;
Page views: 1,351
Rating: 0
Votes: 0
- Websites reflect true face of an organization
- By Gerry McGovern. New Thinking, March 13, 2006 - Volume 11 Number 10. "A website shows the true face of the organization as never before. A website is increasingly the place where customers get that vital first impression..."
Added: 20 March 2006;
Page views: 1,354
Rating: 0
Votes: 0
This category last updated: 26 April 2012
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