If we were completely successful in this round table process, solved the issues and capitalized on the opportunities,
how would citizens be invited, involved, engaged and served by the City of Guelph?
That level of commitment must be matched and met by government. It’s in our own self-interest to include citizens in our priority setting and decision making. We end up with better relationships and better policies that are more readily followed. And we’re much more likely to get it right the first time than if we worked in isolation.
Citizen expectations will continue to change and increase. Our relationship has shifted. Citizens use social media to gain direct access to decision makers. They are clear about their needs, they are savvy and they are also willing to roll up their sleeves to help make things better.
How we serve our citizens should be consistent across service areas, departments and divisions as well as across all platforms including websites, social media, email, phone and in-person conversations.
How much do we know about our citizens? How do we learn what they really need and set meaningful standards to ensure their needs are met each and every time? How do we appreciate the vocal minority and still understand the broader consensus? How do we measure “citizen-first” – how will we know when we get there?
- Guelph round table resource: Customer Journey Map Christopher & Rebecca
- Guelph round table resource: Customer Journey Map Corey & Ashley
- Customer Service Playbook for the Public Sector
- Making the leap from good to great customer services
- Canada’s Institute for Citizen-Centered Service – and a (dry, but interesting) YouTube presentation
- are you choosing empathy
- human centred design
- fish bone diagrams (yes it really looks like a fish)
- customer journey mapping
- 5 whys