D.C. Many federal agencies representatives, including the departments of Labor, Agriculture, State, the Social Security Administration, the Army and the Navy, attended the event. It takes constant retraining, and we re a long way from being there right now. If you don t reward good people, they are going to leave. One area where the public sector can follow the private sector s lead in progressing toward delivering true online government service is in customer relationship management, said Ken Dineen, a partner in Accenture s USA Government practice. Technology does not keep up with the citizens expectations of their government.
Government has too much internal focus.
But it is where we ought to be going. Know your customer. Use multiple channels for interaction. Personalize the customer s experience. Optimize each customer s value.