CO DGS Presentation - Securing the Citizen Experience - by Nick Kittle
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Securing a Positive Customer Service Experience
by Nick Kittle Chief Innovation Officer
___________ is the enemy of great government.
Keys to Citizen Customers
Must engage citizens
Most citizens are not engaged
Know our customer demographics
Speak like a human
Know your soundbyte
in the way they want.
We need to go to them
Information must be easy to use and intuitive
Information must create value for citizens
Citizens know what they want, not what they need.
The Double-Edge Swords
Allows customized interactions and tracking
Reduces adoption rates
Provide the information citizens want
Creates value and encourages interaction
Creates questions from involved citizens
Not all citizens are customers
Performance Metrics Process required 2 years of buy-in
Data is available in a visual format but cannot be manipulated
Measures are clearly defined, as is success
Eye on Adams (Buildingeye and Accela) Building
Coming soon: Open data
Performance and Eye On Adams
Use metrics to learn HOW your customers want to be communicated with
How many users are mobile?
How many access you directly?
How many are repeat?