The purpose of this report is to explore the use of citizen feedback as a critical factor in decision-making and responsive service provision in local government.
Trends in customer-focused service provision and techniques such as Total Quality Management (TQM), will be used to demonstrate that service provision by local governments can be enhanced while reducing the costs of delivering those services.
An evaluation of a central complaint-handling Action Center in the City of Waco, Texas will demonstrate that the careful analysis of trends in demand can improve service delivery.
Two different approaches to improving communications and service delivery through the use of technology will be introduced. The first approach is an Internet World Wide Web (WWW) site by the City of San Carlos, California. The second approach is the "24-hour city hall," an automated citizens information system by the City of Virginia Beach, Virginia.
The final chapter of the report will outline a plan of action for responsive service provision. Total Quality Management, proper complaint-handling procedures, and technology all have the potential to provide valuable information for decision making and resource allocation. A comprehensive plan of action will include aspects of all these programs.