What the U.S. Government Could Learn About Customer Service
4. Maintain Continuity
Today people expect the most up-to-date information precisely when and where they choose, or they are not satisfied. Technology has made communicating with people quicker and easier than ever. However, the proliferation of communications channels (Web, phone, mobile, social media, etc.) creates an opportunity for message inconsistency, and government is famous for not connecting the dots. However, this means agencies have the opportunity to wow citizens through highly integrated communications channels. For example, allow citizens to begin an interaction online but finish it later via phone without having to repeat their questions. Also, ensure that information that is mailed out to constituents is also easily available online. Or allow voters to receive interactive responses from an agency or candidate via social media, etc.
5. Be Proactive
Communicating with citizens proactively about issues that are important to them and to the government is a great way to drive a positive experience and save money by avoiding incoming queries about the same topics. Additionally, this creates more than good will; it generates an overall positive feeling about the government, something our lawmakers could certainly use these days.