CIO Wisdom II: More Best Practices

Strategic Goals and Objectives

This is a story about the ability of citizens to readily access a customer-centric government. Many governments realize that citizen expectations have increased in a time of economic uncertainty. Budgets are under increased strain as they seek to meet unmet citizen needs in a time of deficit spending. These same governments now realize that becoming an easily accessible customer-centric government is in their self-interest and have made progress to improve service delivery via a single, easily recognizable format. This section presents three goals that any future deployment should provide.

Improving Customer Delivery

Governments in the recent past seldom delivered citizen services as a single city, county, or state ...