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https://www.mckinsey.com/industries/public-sector/our-insights/implementing-a-citizen-centric-approach-to-delivering-government-services
Jul 01, 2015 · Transforming service delivery isn’t easy, but there is a clear and proven road map to success. By taking a citizen-centric approach, leaders can better understand the needs of their citizens and translate those needs into targeted, effective service-delivery improvements. In doing so, they can increase citizen satisfaction and also reduce costs.
https://home.kpmg/au/en/home/campaigns/2018/02/customer-centric-public-services.html
Delivering citizen-centric public services requires a more detailed understanding of citizen expectations, the tools and skills to engage and co-create with end-users and bold approaches to design new models of service delivery.
https://gcn.com/articles/2017/11/09/product-platform-approach-services-delivery.aspx
Nov 09, 2017 · The drive toward citizen-centric government challenges CIOs and IT teams to look beyond traditional project management approaches for delivering services. This necessary change is less about what any specific technology enables and more about a culture shift away from the old models of waterfall development and project management to product and platform thinking.
http://documents.worldbank.org/curated/en/775701527003544796/Indicators-of-citizen-centric-public-service-delivery
Indicators of citizen-centric public service delivery (English) Abstract This report and the instruments it proposes aim at assisting public administrators in ensuring that their service delivery mechanisms respond to the needs and expectations of citizens. This …Author: Helene Pfeil, Sanjay Agarwal, David S. Bernstein, Francesca Recanatini, Stephen Knack, Peter Farup L...
https://openknowledge.worldbank.org/handle/10986/30030
This document summarizes research undertaken under the set of activities dealing with citizen-centric governance indicators, that is, indicators that measure the capacity of public agencies to put the needs of citizens at the center of their service delivery mechanisms.
https://www.viewpointcloud.com/blog/local-government-resources/webinar-recording-building-a-customer-centric-approach-to-service-delivery/
The first of our Year of the Citizen webinars, Santa Monica City Manager Rick Cole and New Urban Mechanics Co-founder Nigel Jacob joined us for a conversation about how to approach “customer service” in 21st century local government.Drawing on their personal experiences in the civic tech hubs Santa Monica and Boston, Cole and Jacob share their practical philosophies for how to bring ...
https://www.pwc.com/gx/en/government-public-sector-research/pdf/one-stop-shop-2016.pdf
Delivering on these demands is prompting governments to adopt citizen-centric service delivery models which can significantly improve the customer experience, by delivering outcomes based on citizens’ needs, expectations and preferences, in addition to outcomes through enhanced service levels at the same or reduced cost.
https://www.slideshare.net/productivitylk/citizencentred-service-deliverycollaboration-among-federal-state-and-local-governments-for-enhancing-citizen-and-business-satisfaction-with-government-services
Jun 26, 2015 · CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government serv… Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising.
https://art.assam.gov.in/portlets/assam-citizen-centric-service-delivery-project
The Assam Citizen-Centric Service Delivery Project is a key project of the governemnt of Assam, being run by the Department of Admin Reforms and Training. It is aimed at providing citizens of Assam, particularly in tribal districts, access to public services in a timely efficient and accountable manner.
Unique model of all levels of government working together to improve service delivery. As a neutral Federal, Provincial, Territorial, and Municipal platform for collaboration, we provide support services to the Public Sector Service Delivery Council and the Public Sector Chief Information Officer Council. About the Councils
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