Scott Primeau replied to the topic What is the Business Case for Customer Engagement in the Government? in the forum Forum Discussions 8 years, 2 months ago
Robert, I think you’re on the right track. Engagement (talking and, more important, listening) is needed to identify customers’ needs and to identify what works and what doesn’t work for them. The agency I work in is continually developing online “self-service”. So, we want customers to be able to hit our website, file what they need to file, and move on as easily as possible without having to contact us. Taking the time to contact us makes the process harder for customers and requires our resources to respond.
Whether or not “engagement” is the right term is somewhat irrelevant. The point is, government needs to talk to and listen to its customers. Regardless of the form of engagement (surveys, town hall meetings, Facebook, etc.), it requires resources to set up, to monitor, to respond, to analyze, and to convert into actions.
Poll of the Week
Could your inbox use a little more awesome?
Sign up to get a daily dose of awesome gov-focused resources, trainings, blogs and articles to help you do you job better.