Transforming government for its customers: innovative public management, not just technology, is key at state and local level

Article Abstract:

There are many more challenges associated with innovation in government than in the private sector. However, some state and local governments in the US have been successful in overcoming these challenges. Research undertaken by KPMG indicates that most state and local governments are competently managing the current environment, services and needs. However, they must also manage and serve the emerging environment. There is a need for governments to use technology to ascertain customers' needs and deliver services, concentrate on service value and results and free the potential of employees.

Management, Local government, Municipal services, State government

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Are you listening?

Article Abstract:

Listening is the key to effective communications in any kind of situation. Good listening means having a willingness to learn, understanding the needs, feelings and desires of others and establishing an emotional connection with the speaker and subject matter. However, several obstacles to listening must also be overcome. These include preoccupation with other matters, preemption of the message being conveyed and positive or negative emotions.

Methods, Listening

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Listening to the behaviour of customers

Article Abstract:

The satisfaction of a customer's needs and desires are critical to the success of any business. However, a psychological phenomena known as inaccurate introspection is threatening to spell disaster on companies relying on what they tell them. Customer's behaviour observation and the interpretation of what a specific behaviour is actually trying to say to a specific product or service can help companies overcome these concerns.

Psychological aspects, Analysis, Usage, Consumer behavior, Observation (Psychology), Introspection

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