Allowing and encouraging the customers involvement in all aspects of council business.
The biggest anticipated shift in the way all organisations operate over next few years is the way that they relate to their customers. Rather than just serving their customers, organisations are going to be working with them. Staff will need to understand:
- that networks of people have become an important resource
- that personability and responsiveness can disarm and convert a critic
- their own limitations to effect change
- how to deal with abusive or persistently disruptive people (tools and processes must be available)
- how to mobilise and collaborate with the public
The Connected City 