http://fedweek.sparklist.com/t/295108913/829470/488/0/
All agencies communicate with constituencies. These
constituencies include individual citizens, businesses,
other agencies, and even their own internal staffs. People
have questions, and agencies have to give them answers.
People seek answers via several channels: the web, email,
phone, snail mail, chat, and brick-and-mortar offices.
Agencies must therefore be able to provide accurate,
up-to-date information regardless of which channel someone
happens to use at any given time. Agencies must also
closely monitor communications across all channels in
order to keep response times down, pinpoint any process
bottlenecks, and better understand their constituencies’
top problems and concerns. And they have to do all this
within the tight constraints of their existing budgets
and staffing.
Agencies at the federal, state and local level have found
that they can significantly improve the quality and
efficiency of their communications by using technologies
similar to those being used in the private sector for
customer service. This complimentary white paper
describes this technology and its benefits with
relationship to government agencies. It also includes
real-world examples of agencies that have seen substantial
improvements in the quality and efficiency of
communications with their constituents. Go to
