E-Government with a twist
E-government is a refreshing trend to make government services available on the Internet. It is becoming a lot more widespread since the federal and many state governments have encouraged and even mandated web-delivery of services and information. The next frontier of e-government is the use of so-called "social software" that makes communication with customers a lot more dynamic.
What is social software? It's the use of blogs (web logs), RSS (Rich Site Summary), Wikis and online file collaboration to promote two-way "conversations" with customers instead of merely publishing information on a website that customer visit.
To be sure, the best kind of e-government is when customers can actually conduct business online. The ability to fill out forms, pay fines/fees using a credit card, file documents, apply for permits, order services and interact online is what adds value to customer relations by effectively using the Internet. In my business, I interact with a lot of courts and justice agencies. I encourage the use of court websites to allow customers to pay traffic tickets, attend traffic school, postpone jury service, file cases, look up case files and view court calendars online. In fact, my company issues annual Top 10 Court Website awards that have become famous worldwide as a valuable repository of best practice models for good web delivery of court services.
Using social software, government agencies (including courts) can improve the customer relationship by "pushing" information to those who need it using RSS subscription feeds, and collaborating with customers through blogs and wikis. A blog is an online journal of sorts in which the author posts commentary and visitors can add their views. A wiki is a web page or online resource that allows users to add and edit content collectively. In the justice world, for instance, some courts offer RSS feeds to calendars so attorneys and interested parties can subscribe to regular updates in general, or for specific cases. For regulatory agencies, wikis can be used to post proposed rule changes and allow comments, suggested revision and collaboration by stakeholders.
I know this stuff sounds far fetched, but the trends and values are real ... customers are geographically separated and requiring travel to appear personally for routine business is not feasible. If older customers are not familiar with the technology and fail to take advantage of the improved accessibility, younger customers are rapidly stepping up and even demanding these enhanced services. To be fair, the fastest growing technology users are seniors who recognize the value of the Internet to shop, improve healthcare, communicate and avoid unnecessary travel.
When you hear of local initiatives to make government services available on the web, please lend your encouragement. We have large segments of our population that are tech savvy and the high price of gasoline makes it difficult to have to drive to city hall or the courthouse every time we need to conduct business. If they build it, we will come!
Chris Crawford
www.justiceserved.com