Moving beyond satisfaction benchmarks to improve customer experience.
Posts Tagged: benchmark
Suppose you are called into a meeting and asked to help with some quick planning estimates for a new IT system that is being proposed in response to an important and urgent White House initiative. The system will be used to collect and analyze massive amounts of real-time sensor data. Your boss says “we need… Read more »
This is a crosspost of http://www.dotgov.com Dear Santa, I’ve saved the best wish for last: Santa and his Reindeer (Max, 1 year – inspired by Picasso) But before I go more into detail, I want to let you know that, despite the title of this article, I am very excited about all things that are… Read more »
Republished from eGovAU. I’ve been reading a post by James Dellow at his Chieftech blog, Using Twitter as a benchmark for Australian local government use of social media. He compared the 90 out of 468 (approx. 20%) UK councils using Twitter to the 3 out of 677 (less than 1%) Australian councils using the tool… Read more »
Republished from eGovAU. Andrew Krzmarzick has posted an interesting article on his “”>Generation Shift blog regarding a method to measure the level of government 2.0 services included in a government site. Developed by the Brookings Institute, the approach involves scoring agencies against a set of criteria and tracking them over time. The Institute has analysed… Read more »