No matter which country you live in, there is interaction with the government on a daily basis in some form. We work and live in places where electricity and water are supplied and managed by the government, we drive our cars on roads constructed and maintained by the government, and our children attend government schools. All this and more form part of a range of government services made available by the efforts of countless public sector employees facilitating massive infrastructure projects. Imagine the planning that is involved in this!
Dealing with Citizen Satisfaction
Getting large-scale government initiatives right at entry level is crucial, and sometimes strategic tools are required to achieve this. Although most localities have the basics like electricity and water supply sorted, there is often a general dissatisfaction with other areas, usually involving bureaucracy: forms, applications and in-person visits to government facilities. When it takes hours to pay for licensing a vehicle or months to complete a passport application, it is no wonder there is a high level of dissatisfaction. The good news is that these processes can be streamlined and improved.
The Pervasive Government Waiting Line
In the eyes of citizens, waiting to be served is the symbol of everything wrong with the government. But thanks to technology, this experience no longer needs to ruin anybody’s day. Virtual queue management tools and online appointment scheduling systems can eliminate most of the lines and help people save time. At the same time they also improve the work experience of government employees often forced to deal with disgruntled citizens who have been queuing for hours. Technologies like this should be integrated into all areas in which citizens interact with the government – there is simply no longer a need to make citizens wait in line for government-related activities. Citizens should experience engagement and feel valued and taken notice of – just like they do when visiting their favorite businesses.