When adding a full-function (3rd Party) Customer Service, or 311 system, to a Customer-facing website, Service Providers insist on consistent website branding. That's why we offer the services of our highly creative Design Specialist to assemble a widget image that blends perfectly with your existing branding, including perfect color matching, and the use of vector graphics to allow unlimited
The Ups and Downs of 311 Centers
The initial euphoria and blind belief in the value of 311 Centers has finally worn off. The economy, better metrics, technology and Citizen feedback have contributed to the conclusion that many 311 Centers are not cost effective in their current form. The difficulties of creating an instant group of "experts" in all aspects of Local/County Governments have really surfaced. The result is a
Process Standardization. Marching in Step?
In previous posts, we examined the problem of variation in business process implementation. In this post, we will look at one of the solutions to that problem - process standardization. Please picture in your mind's eye a group of soldiers matching in step at a parade to music played by a band. What makes the variation by the marching soldiers and the band minimal? Standard work describes
How Can Local Government IT Work More Like Silicon Valley?
Palo Alto’s city manager wants local government IT to rip up the outdated rule book to make better investments. "Local government IT orgs will spend in excess of $50 billion this year on information technology. More than half of that money will go toward maintaining outdated and ineffective computer systems. As cities approach the inevitable task of replacing and updating them, James Keene has
PSR Featured in GCN by Stephanie Kanowitz
A big thank you to Stephanie Kanowitz for her excellent article in the April 28th edition of GCN. Stephanie focuses on the multi-jurisdiction functionality that enables Public Sector clients to give their constituents branded Apps, while enabling communications between jurisdictions, with no IT involvement. Unlike most service request systems, PSR covers all topics and all departments, rather
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