The government consulting firm Accenture has released a report in which they analyze their research to help public service organizations around the world serve citizens better.
- Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes. Accenture. 2009.
They conclude that governments need to move beyond a focus on service transactions and focus more on transparency of government decision making. They found that “When customers feel better informed about services and performance and believe that their government is accountable for what it achieves, they trust their government more.”
The report does not mention anything about public access to or preservation of information, but focuses instead on short-term open communications, transparency, and accountability. It does mention the use of libraries including having government “mobile ambassadors” at public internet terminals to help ensure access to government information.
See also: Benchmark for Obama’s Web 2.0 Vision, By Allan Holmes, NextGov, Jan. 13, 2009.
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