Jul 20th, 2009 |
Michel Rene de Cotret, AccentureBridging the Gap between Expectations and Reality - Part 1
In our previous blog posting we discussed the Canadian research findings of Accenture’s latest Leadership in Customer Service study and how Canadians want to increase the dialogue with their governments – to explain to politicians and policy makers what they want and need. This week, we want to provide some insight on how government can share responsibility for outcomes with their citizens, build more productive relationships between citizens and governments, and bridge the gap between expectations and reality.
People who participated in our research told us that they want more opportunities to be involved in the process of setting government priorities, defining desired outcomes and planning public services that help improve their quality of life. They do not accept the idea that politicians and civil servants can effectively shape public services simply on the basis of their own assumptions of what is best for citizens. Instead, they want access to channels that will offer them the chance to engage with politicians and public managers, influencing public policy and shaping public services in ways that meet their personal needs and the needs of their communities.
In our research, we have identified four ‘enabling practices’ that can help governments share responsibility for outcomes with their citizens, build more productive relationships between citizens and governments, and bridge the gap between expectations and reality.
These four enabling practices are:
1) Leverage insight into customers’ needs to improve equality of outcomes
2) Engage citizens, service users and other stakeholders to define outcomes and design services
3) Coordinate resources across and beyond government to deliver outcomes
4) Focus on improving transparency and accessibility of information, so that customers can hold governments accountable, and provide mechanisms for public recourse.
In our next blog, we will examine examples of how Canadian governments align their policies and programs with these four principles.
