tag >> citizen-service
February 16th, 2017
Today, most organizations collect as much data in one week as they previously collected in one year. But are they taking advantage of it?
September 26th, 2016
Citizens expect the same level of customer service and great customer experience when interacting with public sector organizations that they receive with private sector companies.
September 22nd, 2016
Today, organizations of all shapes and sizes are embracing the idea that citizens and employees are all customers in this new generation of service. Bringing human, customer-centric service to the forefront of the public sector in particular, has proven to be incredibly powerful and necessary.
- Citizen Service, Constituent Engagement, Customer Experience, Digital Strategy, Innovation in Government, Salesforce
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.
- Citizen Service, Constituent Engagement, Customer Experience, Digital Strategy, Innovation in Government
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.
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.
April 28th, 2016
Today’s government agencies are increasingly challenged to push the limits on the digital experiences they offer citizens while keeping accessibility in mind. It’s not enough to have a website – that site has to be mobile enabled with key information available within just one or two clicks. So how can agencies continue to innovate in a world of growing change?
- Accela, Citizen Service, Constituent Engagement, Constituent Engagement Seminar, GovDelivery, Zimbra
April 21st, 2016
Software as a Service (SaaS) is revolutionizing the technical landscape in government, offering a new way for users to access computing applications. Between 2010 and 2015, the federal government spent nearly $26.1 billion on cloud computing and state and local governments spent over $640 million. As cloud computing continues to grow within the public sector, SaaS use will continue to increase alongside cloud adoption rates, offering improved access to critical business applications for all users in federal, state, and local governments nationwide.
- BasicGov, Citizen Experience, Citizen Service, Department of Energy, Salesforce, Software as a Service