Everyone complains about potholes, but how many people lift a finger to get them fixed? Not nearly enough, according to a survey conducted by the Governing Institute. Forty-three percent of respondents had complaints about the quality of the infrastructure in their city or county. But only 26 percent said they contact government agencies for help with potholes, graffiti, broken sidewalks, derelict buildings or other problems.
In today’s digital world, citizens expect easy access to their city’s nonemergency services and information pertaining to local news, events and government resources. Their needs must be resolved by the city in a manner that is quick, collaborative and innovative through multiple outreach methods. To meet these demands, one particularly promising solution is the Accenture Citizen Engagement Solution—built on the Salesforce cloud platform, powered by Salesforce’s Einstein AI.
In spring 2017, the Governing Institute surveyed 2,006 citizens and 125 local government officials to learn what factors might encourage more people to use citizen engagement platforms. The survey aimed to answer three questions:
What features do government officials think citizens want?
What features do citizens actually want?
How can technology be used to better engage citizens and increase adoption?
The Governing Institute’s study found many people never contact their local governments to ask for services or information. In places where governments have implemented 311 systems and related technology, often those initiatives don’t make the desired impact: Not many people use them. And few government agencies have deployed technology to help engage citizens: 22 percent of local government respondents identified lack of innovation as the #1 gap in their existing 311 platform.
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As governments seek more effective ways to enlist residents as partners in the community, advanced technologies, such as cloud computing and artificial intelligence (AI), pose exciting opportunities. They connect citizens in ways never before imagined—quickly, easily and intuitively, allowing governments to manage and achieve outcomes just as smart, just as fast.
Built on the Salesforce platform, the Accenture Citizen Engagement Solution is an integrated, customer-centric system that combines the power of AI with equally robust call center and mobile field service capabilities to make communications between citizens and governments seamless. And it’s functional on any device. No matter what channel a citizen wants to use, a service request can be registered with very little effort and with confidence that it will reach the right agency. And because every community is unique, the platform empowers governments to tailor their solution to their exact needs and make changes on their own as requirements evolve over time.
Why wait? The next evolution in citizen engagement is now just a few clicks, screen taps or a phone call away.