The answer is a YES! I am a firm believer that experienced leadership,strong stakeholder support and "creative out of the box thinking", cities can provide and should provide citizens with excellent customer service.
Below is an ICMA case study which describes Philadelphia's development and launch of a 311/CRM system. The system was used in an initiative to engage citizens in the budget process during a time of fiscal distress for the city. This citizen engagement process implemented by the city is also described in this case study.
http://www.pti.org/index.php/ptiee1/more/635/
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