Public Sector Using Social Media to Listen to Citizens and Learn

Many government offices, at all levels, have a place in popular social media channels. These online networks are a great way to share information and let citizens know about the latest events. However, they also offer great opportunity for municipal offices to improve services and even improve the safety and security of their citizens.

Municipalities that capture insights from online channels can then use that insight to improve the community, while also improving operations. As noted in “Social Media’s Place in Data-Smart Governance,” posted by Stephen Goldsmith on, cities can use common social media channels—such as Facebook, Twitter and Instagram—to share information and encourage interactions with their citizens. Those that take the process one step further, by using location-based social media, can listen in to what citizens are saying, then use that data within predictive modeling to gain even greater insights.

Improve City Services With Data Captured in ERP and CRM

Researchers at the University of California at Irvine One are using predictive modeling in a pilot project that could support San Francisco’s food-safety goals. They captured Yelp posts that included keywords suggesting potential cases of foodborne illnesses. They then developed a model that accurately identified health code violations in 78% of the restaurants that had received violations in the pilot study. In this example, the city of San Francisco was able to listen to online communications and use predictive analytics to streamline the restaurant inspection process. They could save money when committing resources to restaurant inspections, targeting the places that have been identified online as priority, instead of randomly scheduling inspections. The same process can be used to improve safety by identifying gun threats, for example, or cases of self-harm.

The public sector can harness valuable data in a customer relationship management (CRM) solution that taps into social media sites. An enterprise resource planning (ERP) solution can also capture common services or interactions with citizens. Each offers business intelligence features that identify trends, which you can then use to improve municipal services and the safety and security of citizens. In addition, you will discover ways to improve resources, saving time and money. Contact AKA Enterprise Solutions to learn how CRM and ERP strengthens community relationships, enabling municipalities to better serve their citizens.

By | 2018-07-06T17:52:09+00:00 July 5th, 2016|Citizen Services|0 Comments
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Contributor: AKA Enterprise Solutions

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