The Business of IT - The Customer Service Imperative

The Customer Service Imperative - Citizens have an awareness of what constitutes outstanding customer service and an expectation that government organizations can meet it.
What do you think? How is your organization positioned to help government with this trend? Will serving the public better help improve the public's image of government?

http://http://fedtechmagazine.com/article.asp?item_id=875

Informaton Pedigree

Attached below is a link to my latest column in FedTech Magazine on this subject. Key focuses are the potential, using IT, to move from "reactive" to "proactive" government, and the key role of data provenance/information pedigree to ensure proactive decisions are based on reliable data. I cite as examples the financial crisis and the BP spill as huge system failures that might be avoided.

What do you think of proactive government? When will the citizenry be ready for it? Can IT produce in such a key role? Can government deliver the high quality, reliable information required to make proactive government a reality? Do you see information pedigree as important?


http://fedtechmagazine.com/article.asp?item_id=815