E-government is here. Customers expect to be able to be heard,
exchange information and complete transactions with public agencies
online.
Here are several questions to help you determine whether your
organization is utilizing the kinds of tools that could improve your
internal and external communications.
-
Do you promote e-mail addresses for customers to communicate
with personnel?
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Does your organization have an e-mail policy
regarding timeliness of response and standards for ‘professional’ writing?
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Does your governmental unit have a website with content that is up-to-date?
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Can customers use the website to accomplish tasks?
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Are customers able to log in to
a secure server and access account-specific
information?
-
May customers choose to have their bills
presented to them online rather than through the mail?
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Do customers have the option of paying their bills online?
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Are the annual report, customer newsletter and/or bill stuffer
available on the website?
-
Do your featured topics on the website
support print and television promotions?
-
Is there a steering
committee (hopefully including a few customers) that determines
publication policy and guides maintenance and enhancement
of the website?
-
Are employees allowed to communicate using
Instant Messaging?
-
Do you allow your customers to Instant
Message with service representatives rather than phoning?
-
Does your organization have an effective intranet?
- Are your electronic
communications ADA compliant?
