Citizens now expect the same types of services from government agencies as they do from their banks, favorite stores and other businesses. Agencies must treat their constituents as longterm customers by keeping up with trends in communication, technology and mobile connectivity.
While agencies have for years looked at different ways to increase and modernize customer service, the cost frequently outweighed the benefits, and many times distracted from the main mission. That's where knowledge management can help.
When applying the term to customer service, knowledge management is an integrated approach to identifying, capturing, evaluating, retrieving and sharing an enterprise’s information assets (i.e., documents, databases and procedures) surrounding customer data. Agencies can still robustly safeguard customer data even while using it with knowledge management.
But how can government effectively apply knowledge management techniques to improve citizen engagement as well as employee productivity at the same time?
The answer lies in agencies making the most of knowledge management, Kevin Briggs, Director of Microsoft Dynamics 365 in the Federal Public Sector Unit, and Tom Yang, Solutions Architect for Dynamics 365, said in an interview with GovLoop. With the right strategies and tools, government can improve customer service delivery while making employees more efficient. Knowledge management is also a logical place to start for most agencies, providing a strong initial foundational step in a digital transformation journey.
In this industry perspective, you will learn the primary challenges for government in service delivery, how to apply knowledge management and leverage the right solutions and how California’s Department of Social Services applied knowledge management to improve customer service.