Public Offices Are Creating A Connected Citizen Experience With Modern Technology
Now, more than ever before, many public offices stand out like a sore thumb when it comes to providing citizen services. There is a glaring contrast between the abilities of businesses like Amazon that offer same-day delivery and government offices that requires citizens fill out paper forms that need to be mailed in with checks for payments. Some public offices are trying to replace manual and outdated processes and keep up with the modern world to improve the citizen’s experience.
Consumers today are accustomed to 24-hour service found at many restaurants, retailers, and online shopping, which makes the traditional 9:00 am to 5:00 pm hours, weekdays only, of government offices increasingly frustrating. As discussed in “How Local Governments Are Using Technology to Serve Citizens Better,” posted by Steve Ressler on HBR.org, some local governments have taken notice of this blatant discrepancy and are implementing technology to improve citizen services. Here’s how they are doing it:
- Aim big: Social networks have the most value when there is a large audience. Similarly, releasing an app for residents to buy fishing licenses or pay taxes will have a bigger impact when more people sign up.
- Be consistent: Online and offline touchpoints need to match. Minneapolis is advertising its GovDelivery alert on billboards, mail, and social media accounts to encourage more users.
- Integrate: Instead of having citizens create an account for paying tickets and another one for requesting trash services, allow them to create an account with seamless integration to all available digital services.
- Smart engagement: Citizens don’t want communications for things that don’t apply to them so targeting your audience is important. Relevant communications will engage citizens more effectively if you promote specific programs that they will find of value.
- The viral effect: Key influencers will spread your message. Find the right audience, release the right message, and watch the word spread.
Modern management solutions can strengthen citizen relationships and improve productivity throughout the government office. Both enterprise resource planning (ERP) and customer relationship management (CRM) solutions can be used to bridge the gap with citizens, improve engagement, and streamline common daily tasks. Contact AKA Enterprise Solutions for more information about leveraging these innovative solutions to align government services with the efficient services that citizens often experience in the business sector.