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Why? Colorado has spent $325 million on failed technology projects in recent years, according to the Pew Center on the States. Pew Center on the States. (2008, February 1). Government performance project: Colorado: Grading the states 2008 . Retrieved July 8, 2010, from http://www.pewcenteronthestates.org/uploadedFiles/PEW_WebGuides_CO.pdf Better decision-making Save money
Highly satisfied citizens are 80% more likely to use the website as a primary resource (as opposed to other, more costly channels, such as mail, phone, or in-person). ForeSee Results. (2010, April 27). American customer satisfaction index: E-government satisfaction index . Freed.
How? Comment Card Survey Questionnaire Focus Group Forum Poll Ideation Phone E-mail
How? Survey In 2007, the U.S. General Services Administration found customer satisfaction surveys to be the most commonly used method of measuring customer satisfaction among U.S. government agencies. General Services Administration. (2007, June 15). Government-wide assessment of citizen service activities. Retrieved July 19, 2010, from http://www.usaservices.gov/aboutus/USAS_GWASurvey_FinalReport_15Jun07.pdf New York Secretary of State, http://www.dos.state.ny.us/
Other Examples Saskatchewan Information Services Corporation, http://www.isc.ca/Pages/default.aspx
Resources It doesn’t take an army. Just a few dedicated team members
Customers Agency Feedback Responses Communication