|Could the public sector learn a thing or two about program offerings from the private sector? Some government leaders seem to think so, as indicated by their adoption of corporate practices, such as market segmentation, geospatial mapping and customer analytics.Could these strategies help government agencies develop a more customized approach to serving its diverse customer base? One that seeks to gain a deeper understanding of those it serves in an effort to do away with the mass-commoditized, one-size-fits-all approach to government services?|
The possibility certainly exists. It just takes a little research and an innovative approach to help agencies determine—then design—the right mix of services to meet their clients’ varied needs. Keep reading to find out more.
How to create customer-centric government offerings
Your agency and its services may be able to benefit from using data. From geospatial intelligence to big data, there are many opportunities to improve service, reduce waste and more. Here’s how:
Remember, a singular approach isn’t always best when it comes to programs and service offerings. Every constituent, neighbourhood and community is different. So it only makes sense to offer a more customer-centric approach to better serve your constituents.
Eggers, William D., and Tiffany Dovey Fishman. “The Rise of Customer-Centered Human Services.” Governing.com. N.p., 20 Nov. 2014. Web. Retrieved 15 Jan. 2015.
“Using Data-Driven Segmentation to Transform Government Services.” bcgperspectives.com. N.p., n.d. Web. Retrieved 15 Jan. 2015.
“Predictive Analytics.” Wikipedia. Wikimedia Foundation, n.d. Web. Retrieved 15 Jan. 2015.
Grant, Andrew, Rohit Razdan, and Thongchie Shang. “Coordinates for Change: How GIS Technology and Geospatial Analytics Can Improve City Services.” Mckinsey.com. N.p., n.d. Web. Retrieved 15 Jan. 2015.
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