The benefits of speaking with one voice
The Government Contact Center Council sent a report to the Obama administration in March 2009 that recommends that agencies create organizationwide governance bodies to ensure collaboration and coordination of all communications with their customers. The benefits of such an approach include:
- Streamlined decision-making.
- Maximized use of existing contact centers.
- Economies of scale in operations.
- Common solutions for sharing information.
- Fewer redundancies in contact resources.
- Reduced need for contractors.
- More accurate information.
- Higher-quality service.
Source: “Removing Barriers to Citizen Engagement”
In this report:
3 must-do's to improve citizen engagement
The benefits of speaking with one voice
Getting help with online communications
About the Author
Alan Joch is a freelance writer based in New Hampshire.