FCW's DotGov Thursday column looks at how an agency's chief Web officer can take leadership of customer service
Keys to a customer-centric organization are outlined below:
* Customer attraction and promotional activities.
* Participative activities — chat rooms, Web events, portal to other related
* Informative Web sites.
* Advertising campaign.
* Customer relationship management.
* Building and maintaining the customer relationship through information exchanges,
participation in related communities of interest, frequently asked questions,
* Linking the providing organization, customers and suppliers to provide just-in-time
* Consolidated services help desk.
* Web, mail, e-mail, toll-free numbers, fax, telephone, etc.
* Customer business architecture, components and processes.
* Order taking and processing.
* Inventory management.
* Billing and payment.
* Post-sales warranty support.
* Supplier management.
* Contracting processes.
* Customer information technology architecture, components and applications.
* Computing and communications infrastructure — applications, software and
* Virtual products and services via the Web.
* Physical "snail mail" delivery for tangible products.
* Follow-up/post-sales activities.
* Tracking and history.
* Warranty support.
* Policies and standards - contracting, warranties, security, privacy and
* Performance monitoring and oversight of customer activities and results.
NEXT STORY: Privacy fears prompt study, delay