The level of customer service that constituents expect from their governments is more demanding than ever before. It’s a common story that we continue to hear from our government customers across the globe, and it’s no surprise. Today, as consumers, we’ve grown accustomed to an on-demand lifestyle. From streaming entertainment to mobile banking to automated support when filing taxes, these conveniences made possible by technology, have become commonplace in our everyday lives. So much so, that we’ve come to expect these services from all organizations we interface with, including government. Looking ahead, addressing these service expectations will continue to challenge governments as they work to reconcile this with smaller budgets and fewer resources.
However, there are many great examples of governments that are striking this balance effectively and some are even seeing positive returns from their efforts. The City of Miami, Florida in the United States comes to mind. As recently highlighted on Bright Side of Government, our U.S. state and local government blog, the City of Miami recently upgraded its Land Management Application, called iBuildMiami, to allow citizens to apply and pay for building permits online and enable city employees to more efficiently process these transactions. The application is not only delivering better customer service to citizens, but it is also helping the city boost its revenue in the process. To learn more, be sure to check out the full story here.
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