Facing up to the growing expectations of citizens

摘要

Providing the perfect customer experience for every citizen at every time of day, in every situation and in every circumstance, might be a tall order. Nevertheless, with consumer expectations continuing to rise and technologies multiplying and transforming citizen interactions, it's an aspiration that should provide the focus for any responsible and progressive local authority. The pressure to provide a seamless, responsive and personalised service that will protect, nurture and develop the experience of citizens is considerable. The need for greater agility in order to embrace new technologies is equally important. But, it's not just a case of taking steps to deliver an effortless and positive experience for citizens. Only by responding decisively to such demands will a local authority be able provide effective and rapid recovery from any shortfall in the experience of service users. So a progressive approach to citizen engagement also helps to minimise risks.