category >> citizen-engagement
August 5th, 2016
Life’s daily transactions – including shopping, banking, financial management, and more – are continuing to move online. The ubiquity of access to online services coupled with the increasing level of citizen’s comfort when it comes to completing transactions online can make some government services, however, especially those that require in-person actions, seem outdated.
July 15th, 2016
A recent survey of state, local, and federal employees found that only 16.7% of respondents felt the citizens they serve were very engaged; only 20% said they were satisfied with the level of engagement between their agency and citizens. In order to become more successful in meeting the needs and expectations of citizens, respondents said that accurate tracking of agency performance should be a top priority.
June 27th, 2016
This month’s focus in the Carahsoft Innovation in Government series is as timely as it can be. One need look no further than news headlines to find examples of government customers – citizens – thinking they are poorly served by government and making decisions based on that belief. A common argument exists behind the cases made for the political campaigns of Donald Trump, Bernie Sanders, and the British exit from the European Union. That argument is that supporters of each believe the pertinent government doesn’t listen to them. That’s also the most common complaint about private-sector companies with poor customer service ratings.
June 24th, 2016
At this year’s Citizen Engagement Seminar, tying engagement strategies – whether they be technology buys, IT modernization migrations, or social media efforts – to a customer-focused goal emerged as a key theme. By adopting a citizen-first focus, agency communicators get a new perspective on how to successfully achieve their goals.
June 13th, 2016
311 services can be time-intensive and confusing, both for the user and the receiver. But why does it have to be that way? Citizen communication with government should be simple and convenient. Even more, it should be available through popular platforms that citizens use. For 311 programs to truly be successful, citizens should be able to connect with public services on their time and on the platform of their preference.
June 9th, 2016
Departments at every level of government are making online video a central part of their communication strategy. There are a number of reasons for this new emphasis on video communications, but video has become important primarily because audiences have grown to expect it.
June 8th, 2016
In our smartphone-carrying, information-gathering world, we want information to be delivered quickly and seamlessly, and personalized to our needs. We do not want to stand in line, sit on hold, or have to navigate through tedious dropdown menus to ultimately find general information that may or may not pertain to us.
May 27th, 2016
Government agencies are responsible for serving citizens and doing so in an effective and productive manner. From promoting government services, providing financial assistance, connecting businesses to loan and growth opportunities, public sector organizations deliver information that can change lives for millions of people. However, the success of these services relies on the ability to effectively express and share information with constituents. To put it succinctly, if an organization is unable to get information to the people and assist them in getting where they need to go, communicators can really miss the mark on citizen service.
May 6th, 2016
Modernizing legacy systems and processes is a key component of innovating public sector services. However, government’s transition to modern architecture is frankly just not as simple as it is for commercial counterparts. Even those who work at GSA joke that “in life, there’s an app for that. In the government, there’s a form for that,” which goes to show the extent to which government’s digital services have to grow. While the disparity between commercial and government customer services is apparent to most users and providers, it really takes agency advocates and the right solution to evolve past outdated service models.