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Government 2.0 is the reinvention process that governments all around the world need to go through. This reinvention is based on the principle of constituent inclusion and centricity, and will be built on strategies that rethink the way governments involve their constituents in shaping services and policies. Progressive governments will:
. Listen to their citizens 24/7 in meaningful ways, and collect information about the experiences its citizens have
. Provide the right tools to front-line staff and their supervisors, to support their effectiveness and accountability for driving behavioural change in their constituency.
. Understand that its citizens are more connected to one another than ever before, and proactively embrace social media to empower citizens to participate in the feedback process.
The future is now, and governments globally are looking at constituent feedback not as a necessary evil, but as a way to improve services and the policy development process. Governments who fail to quickly recognize and respond to their constituents will find themselves on the defensive or worse, at risk at voting time.
Government 2.0
ResponseTek:CEM for Government
Governments globally are trying to answer the challenge of how to get direct insight into the general public’s current thinking of services and programs, and how to become more responsive to constituents.
Periodic feedback such as research polls and town hall meetings provide point in time insights on single “hot button” issues, but these approaches don’t provide a continuous stream of quantifiable information …nor are they cost effective.
Your constituents have high expectations of government, and are now talking amongst themselves using social media and related technologies. ResponseTek:CEM enables all levels of government to effectively leverage these new capabilities to connect with constituents and ensure their voices are captured and managed in a meaningful way.
Actionable Business Intelligence
ResponseTek:CEM provides real-time visibility into the performance of your organization to drive stakeholder-initiated change. ResponseTek:CEM on-demand software helps governments at all levels collect, analyze, share and improve stakeholder experiences using feedback collected from multiple channels and touch-points.
Feedback from all channels, including web, email, mobile phone or call centre, is seamlessly integrated into our reporting suite.
Benefits to all stakeholders
At the heart of government is its role in serving its constituents. As the complexity of society has grown, so have expectations. Governments who understand those expectations will be better positioned to respond rather than react. By embracing new ways to connect with constituents, government can:
- Demonstrate that government is using today’s technology to engage the public in discussion on how to improve policy and service delivery
- Identify and prioritize those initiatives that constituents value most
- Track changes in constituent sentiment before and after policy or service changes
New ideas can sometimes be difficult to introduce to large, complex organizations. If some of the largest, most successful business brands in the world have managed the shift to the networked, customer-centric economy, governments can too.
This is the opportunity to show your constituents that you are making improvements based on their feedback . Progressive governments are turning to ResponseTek for on-demand, leading edge stakeholder experience management systems. We invite you to contact us and discuss your specific challenges and how ResponseTek can help you achieve your goals of stakeholder centricity.
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