Articles
Delivering Constituent-Focused Service Through Enterprise Content Management
September 17, 2007
•White Paper: Constituent-Focused Service
State and local governments operate in a unique environment. Providing a vast array of valuable services, ranging from public safety to public assistance benefits programs to utilities payment assistance, state and local governments operate across a number of domain areas that could be considered industries in and of themselves – such as financial services, healthcare, and transportation. The sheer breadth of services that state and local agencies provide poses enormous challenges as government at all levels – including federal, state, and local – struggle to become more agile and effective. Aligning organizational goals with the needs of the constituents they serve is an important goal for many state and local government agencies. Adopting a constituent-centric approach means moving away from the traditional model, in which services delivered are driven by an agency's own internal processes, and toward a model that is driven by a constituent's particular needs. While this shift is not easy, it is precisely this constituent-focused approach that will help state and local government agencies achieve greater agility and effectiveness.
How can state and local agencies achieve constituent-focused service? An iterative process, becoming ‘constituent-focused' means that at the most fundamental level agencies must develop an information management strategy that connects silos of data. Through a comprehensive information management strategy, agencies serving the same constituents can share information and processes, thereby increasing the value they deliver to the public. Developing this holistic view of constituents' needs requires agencies to share information and processes both within their particular domain area as well as across levels of government. By employing an enterprise-wide information management strategy, governments can deliver stakeholder value by making better-informed decisions and acting more quickly to resolve issues – ultimately providing more individualized service to constituents.
Click Here To Download:•White Paper: Constituent-Focused Service
