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News, Views & Ideas

How much is that…

...doggy in the window (Woof! Woof!) The one with the waggley tail (you'll be humming that for the remainder of the day now, won't you). Our focus in this post, though, is not on cuddly canines, rather it's on the value of public services. Unlike private service whose value is often determined by whether they are profitable or not (in other words,  do they generate more revenue than it costs to

Can you afford not to?

From Niyi Ogunbiyi, (Director, Change Enablers Ltd) In our previous post, we made the case that public service providers needed to do more than simply measure customer satisfaction metrics. In order to understand why customers are satisfied or otherwise, it is necessary to understand the end-to-end service delivery lifecycle and to that end we introduced the “Service Excellence Capability

Beyond Customer Service Performance Measurement…

Performance Measurement Icon Image

In our last post we shared some performance measurement thoughts by Cory Fleming 311/CRM Program Director, ICMA, on local government customer services. A number of suggestions were proffered - Organizational Knowledge Tests, "Secret Shopper” Evaluations, Customer Service Innovations and Citizen Satisfaction Surveys. These suggestions are a good start, and credit must be given to public service

Customer Service Performance Measures for Sustainable Communities

From ICMA Center For Sustainable Communities (Cory Fleming 311/CRM Program Director, ICMA) This past Wednesday (November 20), I led an online discussion on “Building Customer Service into Local Government.”  One participant came up with a great but challenging question – what performance measures do you use to evaluate customer service?  I suggested customer surveys and comments cards, but I

PSR Sponsors NAGW 2013 National Conference

PSR is proud to be sponsoring the National Association of Government Web Professionals (NAGW) 2013 National Conference. Please visit our booth to get acquainted. We have lots to show you. Governments at all levels are fighting back in response to funding cuts and caps, by delivering Services more effectively, while engendering new levels of Citizen Engagement. See how you can take the

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