A Citizen-centered Approach to Program Design and Service Delivery through Electronic and Human Channels
Kathy MacWillliams 100000GQFD Visits (1513)
The objective of this course module is to give students both strategic and operational perspectives on the delivery of city service programs through electronic and human channels. The strategic perspective applies the paradigm of marketing to the design of service programs that are citizen-centric. The operational perspective teaches how to harness new automated and traditional human service-delivery channels as an integrated hybrid system. This includes an introduction to collaborative social computing technologies and virtual worlds; consideration of how to link these new media to traditional human-delivered, software-supported services; and application of these tools for engagement with citizens in policy formation, ongoing communication, and solicitation of feedback about process outcomes for continuous process improvement.