Roadmap To Success
PTI’s Citizen-Engaged Community Roadmap To Success
Providing best practices and standards
Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats)
Integrated Communication Channels (call center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews)
Integrated Technology (311; CRM; Web 2.0 applications such as one-page dashboards, personalized content, and e-mail alerts; VoIP telephony; GIS; work management; mobile communications; knowledge-based data repositories)
Performance Reporting (external citizen metrics, customer-driven internal service metrics, use of real-time data, service level agreements for contact center and service departments)
Process and Technology Support
Providing support and tools for implementation and improvement
Partnerships (with local government peers and industry professionals who have excelled in multi-channel contact centers)
PTI Strategic Alliance & Executives On-Loan (to offer assistance of local government peers and industry professionals to support service center improvement efforts)
Citizen-Engaged Communities (coaching and peer-to-peer advice from designated communities)
National Recognition as a “Citizen-Engaged Community”
Providing special designation for those local governments that do it well
Attractive Award and Program Logo Use
To recognize designated communities
- Demonstrates responsible management to elected officials and citizens
- Garners citizen support for projects and capital improvements
- Demonstrates achievement and excellence in citizen-centric government
- Lifts positive citizen perception of government applying new and emerging technologies
Winners Spotlight
Designated communities featured on PTI site, at conferences and webinars
Case Studies (annual publication for designated communities)
Two-Year Approval Process (designation status renewable every two years)
National Leadership Role (assist with future designations)
07-31-2008 Send a link Citizen Engagement Print version
