Citizen Satisfaction

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.

Activism and the role everyday people play in making a change in society are increasingly popular topics in the world right now, especially as younger generations begin to speak out. From traditional protests to activities on college campuses, to the use of social media, more individuals are finding accessible platforms with which to share their views and become more actively involved in politics and social welfare. With the emergence of new technologies and a spotlight on important social issues, people are able to become more involved in society than ever before as they fight for what they believe. It is essential to consider the recent trends, technologies, and movements in order to understand where society is headed in the future. The Research Anthology on Citizen Engagement and Activism for Social Change examines a plethora of innovative research surrounding social change and the various ways citizens are involved in shaping society. Covering topics such as accountability, social media, voter turnout, and leadership, it is an ideal work for activists, sociologists, social workers, politicians, public administrators, sociologists, journalists, policymakers, social media analysts, government administrators, academicians, researchers, practitioners, and students.

This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation.

A comprehensive guide to future-proofing public sector communication and increasing citizen satisfaction How to communicate with the citizens of the future? Why does public sector communication often fail? Public Sector Communication combines practical examples from around the world with the latest theoretical insights to show how communication can help bridge gaps that exist between public sector organizations and the individual citizens they serve. The authors—two experts in the field with experience from the public sector—explain how public entities, be they cities, governments, foundations, agencies, authorities, municipalities, regulators, military, or government monopolies and state owned businesses can build their intangible assets to future-proof themselves in a volatile environment. The book examines how the recent digitalization has increased citizen expectations and why one-way communication leaves public sector organizations fragile. To explain how to make public sector communication antifragile, the authors map contributions from a wide variety of fields combined with illustrative examples from around the world. The authors propose a research-based framework of different intangible assets that can directly improve communication in the public sector. This important resource: Helps explain the sector-specific conditions and why communication is often challenging in the public sector Summarizes all relevant literature on the topic across disciplines and includes the most popular management ideals of the recent decades Explores how public sector organizations can increase citizen satisfaction with effective communication Presents new approaches to both the study and practice of communication in the public sector Provides international examples of successful public sector communication Offers realistic guides to building intangible assets in practice Written for advanced undergraduate and graduate students, as well as public managers and leaders, Public Sector Communication offers an illustrative, research-based guide to improving communication and engaging citizens of today and the future.

This book includes a selection of papers from the 2018 World Conference on Information Systems and Technologies (WorldCIST'18), held in Naples, Italy on March27-29, 2018. WorldCIST is a global forum for researchers and practitioners to present and discuss recent results and innovations, current trends, professional experiences and the challenges of modern information systems and technologies research together with their technological development and applications. The main topics covered are: A) Information and Knowledge Management; B) Organizational Models and Information Systems; C) Software and Systems Modeling; D) Software Systems, Architectures, Applications and Tools; E) Multimedia Systems and Applications; F) Computer Networks, Mobility and Pervasive Systems; G) Intelligent and Decision Support Systems; H) Big Data Analytics and Applications; I) Human–Computer Interaction; J) Ethics, Computers & Security; K) Health Informatics; L) Information Technologies in Education; M) Information Technologies in Radiocommunications; N) Technologies for Biomedical Applications.

Government at a Glance Southeast Asia 2019 is the first edition in the Government at a Glance series for the region. It provides the latest available data on public administrations in the 10 ASEAN member countries: Brunei Darussalam, Cambodia, Indonesia, Lao People’s Democratic Republic, Malaysia, Myanmar, the Philippines, Singapore, Thailand and Viet Nam.