Not my terminology, but a term used by a citizen when posting to the AGIMO blog in Australia. You might want to check out Medeleine Kingston’s (Citizen stakeholder) comments on the AGIMO blog. The question running through my mind is what should be done to attract citizens to Gov 2.0 and support and practices needRead… Read more »
Great customer service starts right at the top of any organization – private or public. Top executives set the tone and the standards for customer service. When those top executives pay close attention and make customer service a priority, they create happy customers. Happy customers – better business. Nothing new about that. But have youRead… Read more »
We’ve been measuring satisfaction with federal websites since early 2002 and reporting it publicly every quarter since late 2003. That’s 27 consecutive reports, and believe me, the people here who analyze the data and put together those 27 reports would probably say it feels like 100. But the point is that while overall citizen satisfactionRead… Read more »
Some cities with 311 Call Centers might have the knee-jerk reaction of resisting open-data platforms like SeeClickFix, even though it offers more transparency and better user experience. Yet our experience has been that many cities are willing to experiment with combining the utility of both systems. Consider this recent case from Chattanooga, TN. A monthRead… Read more »
As we discuss how government agencies can better engage citizens it is also important to focus on how the nonprofits that provide government services can better engage citizens. Steven Smith surveys the vast number of nonprofit organizations and discusses how they evolved from “membership” organizations formed by community volunteers to “services” organizations that are staffedRead… Read more »
CivicPlus has released the highly anticipated Citizen Request Tracker™ (CRT) application for the iPhone and iPod Touch to their more than 580 city and county clients across North America. The app is now available for free at the iTunes App Store. The Citizen Request Tracker app gives constituents in cities and counties currently using CivicPlus’Read… Read more »
[Note this is a cross post from my blog, the original (with links & images) can be found here.] Transparency, open government, e-government, Gov 2.0 are all terms to describe government’s new relationship with citizens in the age of the Internet, particularly using the social media technology solutions of Web 2.0. Many believe in itsRead… Read more »
[Note: This is a cross post from my blog, the original can be found here.] I had the opportunity to do some thinking about the future of social media and government a month ago in Vancouver with some very smart people. One of the things that came up (mostly due to our geeky familiarity withRead… Read more »
The dominant first year theme of the new Administration has been the importance of achieving “transparency” to build citizen trust. The transparency ideal—inarguable in principle—is difficult in execution. To this end, most of the available leadership bandwidth has been consumed by public promotion of a data centric portal strategy as a means to achieve transparency.Read… Read more »
This is a paper we wrote with Xavier Comtesse in March this year for the Governement of the Canton of Geneva in Switzerland to formalize the changes that we see happening in the eGov landscape. The Gov 2.0 mindset is definitely something we want to take into account. You are also welcome to join theRead… Read more »