360° View of the Citizen: Defining the Win-Win for Government

In an recent blog,

“The CRM boom 10-15 years ago in the commercial world was largely driven by an intense desire to grow business. But, it is important to remember that it was actually very balanced. Customers and business both benefited. Customers got better service, more access to information, less wait times, etc.  Business got better intelligence about their customers, more customer loyalty, better insight into product expansion opportunities, and ultimately high profit.  Thus, a win-win for the customer and business.

For government customer service improvement efforts, the win-win scenario has not been so clear. Citizens have more access to information, more transactions and interactions can be done online, and access to government is streamlined, at least in some cases.  Certainly government has realized some benefits from in terms of economy of scale or operational efficiencies, but not enough.”

So, what does the win-win scenario look like for Government? By creating a solution that achieves the goal of customer service improvement and at the same time provides dramatic benefits to the government, the win-win can be achieved.  A 360° Citizen View empowers governments to successfully meet the increasing demand for transparency, reducing improper payments, waste, fraud, and abuse, impact better program outcomes, and drive positive policy changes.

  • Transparency – Citizens are demanding to know how much money was spent, on what, paid to which vendors, for which programs, and the results or outcomes of the spending.  Only with a holistic or 360 view of the citizens that you serve can you possible start to answer some of those questions.
  • Reducing Improper Payments, Waste, Fraud, and Abuse – In high error rate programs like eligibility determination – promoting a 360 degree view, enables agencies to have a more accurate and timely view of benefits – (lottery winnings, incarceration,  unemployment benefits)  360° views of citizen can shed light on providers and provider performance and even provider billing problems – multiple providers with the same address, duplicate services, service anomalies, and other inconsistencies.
  • Impacting Positive Outcomes – Today, the measure of most programs is based on an analysis of efficiency and effectiveness.  But, more and more organizations are really taking a hard look at each of the benefits and services in a new light.  Yes, it is imperative that organizations be able to deliver benefits and services in a timely manner, in other words be efficient.  And, it is certainly important that the methods of delivery be deemed effective.  But, the real measure of success and certainly improvement must evolve to outcomes.  Is the benefit or service addressing the root causes of the need or proving a necessary service while the underlying problems are also being addressed.  This represents a fundamental shift to accountability and measurement.
  • Changing Public Policy – Sometimes in order to change the outcome for the better, policy change will be required.  This will require a clear vision for success and the political fortitude to get it done and not accept the status quo.  Break down the agency and policy silos that have existed for decades may require not only a policy change, but a legislative change. But, the potential benefits could be dramatic.
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