Report – Accenture – Building the Trust – With query on using the Internet to build trust in local communities
I’ve been digging into research on how the Internet can be used to build trust … trust in government, etc.. Below is a newer Accenture report I thought many of you might find interesting.
I’ve found dozens of studies mentioning the decline in trust (even a fresh one from Zobgy last week), but very few practical recommendations on what a government can do about it OR analysis on what experiences citizens have had that are likely indicators for greater trust.
I am trying to figure out how to suggest that having a local Issues Forum in a community might increase trust in local government as well as the local communities ability to solve problems that it faces. I figure that having an online public place to announce or analyze important government information or local media stories is a good thing. I wonder what others have found?
Let me know: clift@publicus.net
The report …
Leadership in Customer Service: Building the Trust
As governments have evolved their customer service programs—from their first tentative eGovernment steps (publishing information online) to building greater transactional capability and eventually, aiming for truly citizen-centered, integrated one-stop service experiences—they have also expanded their perspective. The leaders in customer service are using their new vantage point to define the next phase of service for both their citizens and themselves.
In the future, leadership in customer service will be defined by service that builds an implicit trust between citizens and their government. The result will be a virtuous circle, where trust in government builds a more connected populace, whose true needs inform the development of more effective policy, implemented via excellent service, resulting in a strengthening of trust.
Who will lead the way toward service trust? Those governments that approach customer service with an insatiable hunger: the ones that continually aspire to move to a higher level of performance and to create an environment in which citizens thrive.
You can download the report from this site.
May 30th, 2006 at 2:27 pm
I have a paper in English on CRM at http://www.moderat.se/watt Was presented a couple years ago at a Swedish IT conference for the public sector.
No question governments have a lot to learn from the private sectors Customer Relations Mangement research and work.
June 1st, 2006 at 5:20 pm
It’s not a new book but Geoff Mulgan’s book from the mid 1990’s on Connexity sheds an important light on this issue. The important thing is feeling connected. Perversely, the huge number of possibilities to connect and interact set the bar higher for governments who are somewhat constrained by election calendars that limit the possibilities for accountability moments. (Who am I quoting here :-;) As well as a lack of incentive to give people yet another way to complain to them!
More recently, a report partially written by Liam Byrne and others (title: Power to the People) and published by Progress is provides a rationale for the latest changes in UK government thinking. The authors seem to get it and see a need to retool how government organizes, connects with and enables citizens.
Not sure this is really on point on “trust” the subject of the topic but I hope it provides some food for thought.