Communicating About Government Services

Introduction
Quick Find Guides and Directories to Government Services
Citizen Service Web Request Forms
Citizen Service Disruption Web Alerts
Intergovernmental Cooperation to Stretch Tax Dollar in Providing Services
Ombudsman Programs
Citizen Satisfaction with Services Surveys
Related MRSC Pages
- E-Government and E-Commerce

Introduction

The story about what local governments are doing for their citizens may be the "greatest story never told" to quote political columnist, Mark Shields. Most local governments have been far too modest about the day-to-day services they provide. Local governments should expand efforts to get the word out about the variety of services available to citizens, and to do so in language that emphasizes how these services respond to their citizens' needs and interests. Much of the contact that citizens have with their government is related to the services provided. Local jurisdictions are using quick-find, A-to-Z directories and guides, Website service request forms and alerts, intergovernmental service cooperation, ombudsman programs, and other tools to improve responsiveness to citizens. (Ombudsman programs designate staff person(s) who are enpowered to intervene to help citizens access services and get the answers they need when the path isn’t obvious, and/or to address complaints about service in an impartial, timely manner.) Government's responsiveness to citizens' service needs will greatly shape citizens' perception about the value of their local government.

Quick Find Guides and Directories to Government Services

How can the County help you? Snohomish County frequently requested services, including A-to-Z directory and search engine.
Your City Services, Federal Way, WA - city services by category or an A-to-Z directory of services.
Baltimore, MD City Services - List of services by category combined with a quick and easy service request system
Departments and Services Directory Minneapolis, MN - Easy-to-use A-to-Z index of services calls attention to the long list of services that the city provides.
City Hall: What's in It For You () - Effective name for Eugene, Oregon guide
Owners’ Manual, city of Orlando, FL – City directory of services briefly describes a multitude of serves and emphasizes citizen ownership of government.

Citizen Service Web Request Forms

Citizen Service Request Forms, Rockville, MD - E-Government forms for service requests. City employs a "service request coordinator" and provides a simple form to facilitate quick response to citizen requests, complaints or comments concerning city services.
Service Requests (MRSC web page).

Citizen Service Disruption Web Alerts

Richland, WA “By George, I’ve Got a Headache” - 1st place national award (Saavy) for service delivery information campaign keeping citizens informed about construction projects that disrupt traffic.
King County Road Alert.

Intergovernmental Cooperation to Stretch Tax Dollar in Providing Services

Intergovernmental Projects, College Station, TX - Cooperation with other jurisdictions and entities to provide cost-effective community services.
A Gem of an Idea, Clark County, WA - Effective article about 26 government agencies sharing resources and cooperating to provide more efficient government services to save taxpayers money.
Share: Sharing Available Resources Efficiently: Best Practices Handbook, New Jersey Department of Community Affairs, October 2006 - Step-by-step guide for the identification, development and establishment of shared public services programs.

Ombudsman Programs

Citizen Satisfaction with Services Surveys

Bellingham (WA) Service Priorities and Customer Satisfaction Survey, 2006 – Good example of survey assessing service priorities and other issues.
Vancouver, WA Community Assessment Survey, 2007 - Surveys livability factors, satisfaction with government services, challenges and funding.

E-Government and E-Commerce