Rialtas.net – Government 2.0

From e-Government to e-Governance – Using new technologies to strengthen relationships with citizens

Accenture, has just published a report, From e-Government to e-Governance, recommending ways in which Goverment might enahnce its services to the public.

A key recommendation in the report is for public sector organisations not to build everything from scratch themselves, but to capitalise on the popularity of outside websites, including ones set up for social networking and communities.

According to the report “These sites present public managers with a range of opportunities for soliciting real-time citizen feedback, engaging constituents and improving accessibility to government information,”

Using external websites is a cost effective and very quick way to interact with the public, however the report does concede that there are some signifigant risks,such as the danger that public sector organisations will not be able to control the content.

However it is a shame that public sector organisations are reluctant to see negative comments and content posted on websites; the report focuses on the need for public sector organisations to encourage opinions: “Front-office employees should value customer feedback and view it as an essential means of gaining insights that will help them improve the customer experience and overall service delivery.”

Download the report (2.5 mb .pdf)

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