Successful businesses, and many leading public sector organizations, have truly embraced a customer- or citizen-centric service delivery model. This stands in sharp contrast to the organization-centric model employed by the City of Ottawa. The city and its staff care about its citizens but its operational ethos is one that forces the citizen to adapt to city practices not the other way around. In addition, truly citizen-centric business models have information technology embedded in their operations to faci
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311 was a great step in customer-centric service delivery, but the next great challenge will be integrating with and deferring to 211 in some cases. The great problem with eGovernment and service delivery is that citizens must be constitutional experts, figuring out which level of government should deliver a service before even wrapping their heads around the city's internal organizational structure.
Ottawa is the last large Ontario city to implement 211, a number that finds human services in all 3 levels of government as well as NGOs. It's a great challenge and a great opportunity. This is where businesses are no longer good models.
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