Government Agencies Acknowledge Constituent Engagement Is Critical to Success.Global Survey Reveals Public Sector Managers See Growing Role for Technology to Increase Engagement With Constituents
SAN JOSE San Jose, city, United States
San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , Calif. -- Adobe Systems Adobe Systems Incorporated (pronounced a-DOE-bee IPA: /əˈdoʊbiː/) (NASDAQ: ADBE) (LSE: ABS) is an American computer software company headquartered in San Jose, California, USA. Incorporated (NASDAQ NASDAQ
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3. the survey, sponsored by Adobe and conducted by the EIU, eight in 10 government executives see constituent engagement as important to their agency's success going forward. Most executives also acknowledge that failure to engage with citizens can hurt an agency's ability to stay on budget and fulfill its mission.
For the purpose of this survey, engagement was defined as creating meaningful and sustainable interactions to improve constituent participation, compliance and satisfaction.
The survey findings, which were released today in a report titled "The Engaged Constituent: Meeting the Challenge of Engagement in the Public Sector," examine the new drive in government for greater constituent engagement and how public sector engagement initiatives differ from those in the private sector. The report notes that public sector executives, like their counterparts in the private sector, recognize that advances in technology present a unique opportunity to create closer bonds with their constituents. Industry experts agree, but observe that the public sector must further challenge itself to capitalize on Cap´i`tal`ize on`
v. t. 1. To turn (an opportunity) to one's advantage; to take advantage of (a situation); to profit from; as, to capitalize on an opponent's mistakes s>. this opportunity.
A similar survey of business executives conducted by the EIU earlier this year found that creating a higher level of customer engagement is an increasingly important business mandate and that the failure to engage customers could result in considerable loss of sales and profits. "While government agencies are not under the same competitive pressures, they face many of the same consumer expectations," said Kim Andreasson, senior editor, Americas, Industry & Management Research at the Economist Intelligence Unit. "Consumers, influenced by sophisticated Web-based communications and digital experiences with businesses, now expect more from government agencies when it comes to online information, Web-based self-service and other interactions."
Robert Atkinson, president of the Information Technology and Innovation Foundation The Information Technology and Innovation Foundation (ITIF) is a non-profit, non-partisan public policy think tank, which focuses on technology and innovation.
Dr. Robert D. Atkinson is the President of ITIF. , a Washington, DC-based think-tank, explains, "Part of the reason government agencies lag the private sector in effectively engaging their constituents is that they are slower to adopt new methods and technologies. For example, many government managers continue to view the Internet as an ancillary mode of communication - failing to see it emerging as an essential vehicle to reach and respond to their stakeholders Stakeholders
All parties that have an interest, financial or otherwise, in a firm-stockholders, creditors, bondholders, employees, customers, management, the community, and the government. ."
Yet some government agencies stand out for their pioneering work driving constituent engagement. Service New Brunswick Service New Brunswick (in French, Service Nouveau-Brunswick), commonly referred to as SNB, is a crown corporation in the Canadian province of New Brunswick. (SNB SNB Snowboard
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SNB Strengths/Needs-Based ), a general constituent service bureau in the Canadian province Noun 1. Canadian province - Canada is divided into 12 provinces for administrative purposes
province, state - the territory occupied by one of the constituent administrative districts of a nation; "his state is in the deep south" of New Brunswick New Brunswick, province, Canada
New Brunswick, province (2001 pop. 729,498), 28,345 sq mi (73,433 sq km), including 519 sq mi (1,345 sq km) of water surface, E Canada. , has emerged as an early adopter to this new focus on constituent engagement. SNB acts as a single face to the constituent for most government services in the province, both online and in person. "The benefits to adapting to the changing needs and expectations of citizens are many," said Mike McKendy, president of Service New Brunswick. "On one hand, improved service levels result in more satisfied users, allowing us to better deliver on our mandate. At the same time, by leveraging technology to deliver more engaging experiences and reusing that technology across numerous services and applications, we can expect huge gains in cost savings and internal efficiency."
According to the survey, government executives believe the greatest benefits of engagement are increased transparency and accountability (63 percent), faster processing times (60 percent) and increased use of services (58 percent). In contrast to their public-sector counterparts, private sector executives identified the key benefits of engagement as improved customer loyalty (80 percent), increased revenue (76 percent) and increased profits (75 percent).
Both public and private sector executives agree that lack of engagement comes at a high cost. In the public sector, 80 percent believe lack of engagement adversely affects an agency's ability to fulfill its mandate, with more than half quantifying the cost of disengagement disengagement /dis·en·gage·ment/ (dis?en-gaj´ment) emergence of the fetus from the vaginal canal.
n. at more than 5 percent of their annual budget. Echoing that concern, a large majority of private sector executives believe their companies lose sales each year due to lack of customer engagement.
"Today, individuals and businesses expect government organizations to provide interaction and information to them anytime, anywhere and through any medium," said Rob Pinkerton, director of government solutions at Adobe. "By leveraging engagement technologies, government agencies can forge stronger connections with their constituencies and provide higher quality public service."
A copy of the two-part report, "The Engaged Constituent: Meeting the Challenge of Engagement in the Public Sector," is available at www.adobe.com/engagement. This research is part of Adobe's comprehensive initiative to investigate customer engagement.
About The Survey
"The Engaged Constituent: Meeting the Challenge of Engagement in the Public Sector" is an Economist Intelligence Unit (EIU) white paper sponsored by Adobe. The research is based on an online survey of nearly 400 public officials worldwide, conducted by the EIU in July 2007, as well as in-depth interviews with industry experts, analysts and consultants.
About The Economist Intelligence Unit
The Economist Intelligence Unit (EIU) is the business information arm of The Economist Group, publisher of The Economist. Through a global network of more than 700 analysts and contributors, the EIU continuously assesses and forecasts political, economic and business conditions in 200 countries. As the world's leading provider of country intelligence, the EIU helps executives make better business decisions by providing timely, reliable and impartial analysis on worldwide market trends and business strategies.
About Adobe Systems Incorporated
Adobe revolutionizes how the world engages with ideas and information - anytime, anywhere and through any medium. For more information, visit www.adobe.com.
(c) 2007 Adobe Systems Incorporated. All rights reserved. Adobe and the Adobe logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. and/or other countries.