Shameless pug here: I'm reaching out to folks who are interested in having more in depth discussion about Customer Engagement in Government. I've established a new group titled "Customer Engagement" and I'm inviting you to join and contribute.
I've published a few items of my own in the group & offer you a sample of one of the videos I've done for the Business Transformation Agency below to whet your appetite.
There are many ways to skin this cat and lots of creative ideas out there. I'd love to hear about them and share with my own agency and others who follow my work.