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Right now dgi presentation 11_2010_lisa demille

This document discusses the importance of delivering exceptional citizen experiences to government customers. It notes that 92% of citizens prefer to engage with government online and 86% want to do so on their own time. The document emphasizes that listening to customers, being responsive, and continuously improving services are key to meeting citizens' expectations. It encourages developing a strategy that incorporates mobile access and additional languages while measuring performance and getting feedback.

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Delivering Exceptional Citizen Experiences Lisa DeMille Manager, Solutions Consulting December 2, 2010
Creatures
We are Creatures of habit
Specifically
Experience tells us….
First Impressions
Listening
Responsiveness
Moreover Experience tells us….
Timeliness
Importance
Knowledge
why?
Little Things Matter
Let’s take a look
We Care
We Heard YOU
DID YOU KNOW
96% think government service can improve
92% Prefer to Engage Online
70% Want to Socialize
86% want to engage on their own time
98% complain to others
What’s your Strategy?
Mobile will pass desktops in 2013
Search Website Find Information Additional Languages
65M tweets per day / 500M Facebook
Listen to your Customers
Measure & Continuously Improve
THANK YOU!
Happy Holidays! Happy Holidays!
Lisa DeMille Manager, Solutions Consulting Lisa.DeMille@RightNow.com @LisaDeMille

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