Transforming to a new era in stakeholder engagement

Communication is transitioning to a ‘new era’ in service delivery efficiency and effectiveness today.

It is a ‘customer-centric’ service delivery; i.e. ‘providing the best possible customer experience (satisfaction) utilising the most efficient delivery model’. This means not only new technologies, but also a new approach to personal communication.

Innovative government today is committed to addressing this because of the rising expectations of citizens, increasing fiscal pressures and delivering technologies that enable these new ways of information management and communication.

This trend is not only what is expected of government. Consumers are also pushing for it from the private sector.

The approach to meeting this change requires planned communication practices and creative approaches to ‘connect with’ and ‘serve’ citizens.

Specifically, citizens are seeking access to information that is delivered in the simplest, most user-friendly and efficient way. For many, this means the options to receive information that is easily accessible, accurate, timely and digital or personal in nature, depending on their individual circumstances.  

This ‘push’ also coincides with the evolving nature of communication, especially the rapid adoption of internet enabled devices, such as smartphones and tablets.

Unfortunately, many government departments and companies do not have the digital or stakeholder engagement expertise to champion change across their operations to realise the benefits of digital stakeholder communication.

RMA is at the forefront of these changes in communication and service delivery trends.

We bring this expertise and ‘communication model’ to governments, business and the philanthropic sectors to ‘create change’ to deliver ambitious programs to engage citizens, customers and other stakeholders and cement their positions as leaders in their areas of expertise and operation. 

 

Rob Masters