With government agencies putting more and more services online, the potential for citizen frustration is increasing. As Governing observes, the Internet is making it easier for citizens to access government, but there’s no one to talk to once they get there.
This isn’t a tiny quibble. With states and localities suffering from a growing level of citizen distrust, the need to do whatever they can to engender good relationships with voters has never been greater.
The low-tech telephone, including 311 services, may help improve these connections. Researchers in Georgia determined that more than half of citizens connected with government through face-to-face conversations (27%) or via telephone (27%). Only 20% used the Internet to access services. Link to full story in Governing.
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