4 of 7 Things We Can Do – To Improve Government Service

4. Use visuals to explain complex issues and processes.

When faced with absorbing new information, citizens do not want to read fine print; and there really shouldn't be any, but its always there. 

However, a well-drawn diagram is informative, concise and to the point  whereas large blocks of official-looking text brings  about negative reactions. 

Generally speaking citizens distrust anything with fine print or lengthily documents  because it's usually the bearer of bad news — telling us of the extra fees, conditions, taxes, limitations, exceptions, restrictions and penalties. So presenting things in graphical form, whether it's the process citizens  must follow to file a service request, or get reimbursed for claims, or even locate the proper contact within your agency's organization chart. The possibilities are endless.

Carson City mandate should call for "improving the citizen experience" —

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1. Create a simple go site on-line to post questions and access topic status --

Citizens are well-served by a simplified access point for the most frequently asked questions with answers/status for the most popular topics. Establishing a website to address the status of popular topics of concern to the community could be easily programed, and would be appreciated by constituents given the ability to quickly find information on-line. Formatted correctly, a user-friendly website will reduce the number of phone calls and emails that agency personnel currently respond to, and the integrity of communications disseminated will be better maintained since standard responses are posted and taken from a common source. This would reduce labor costs and redundancy.

2. Centralize your customer and case management so profiles are in one place, accessible to anyone who needs them.

When you do need to process calls or emails from customers, you want to maximize the effect of each touch point. Borrowing from industry, a unique identifier is assigned new clients and the software bundles communiques accumulated while transferring between departments and staff members. A clear, complete history of agency/client interactions is maintained so the end-user has continuity with all others, who have had input. Having centralized case management that is accessible to everyone in the direct service chain is good business and encourages customer satisfaction.

3. Post your own agency customer service pledge... and include some stretch goals.

Goals make a difference. Publicly posted goals — especially when echoed repeatedly by management at all levels — adds integrity to the whole of your department. After getting comfortable with goal setting and publication, begin stretching the reach of goals.  Having goals, especially those most challenging, tend to inspire ingenuity and build a sense of confidence upon satisfaction as accomplishment nears.