Hey, there are folks in Washington who are trying hard to deliver superior public service via the web, and to better show how government operates and how that can be improved.
Candi Harrison, in It’s Time for Chief Web Communications Officers is an experienced web manager, now retired, who has a great idea. Let's get Federal web managers into positions which make it easier for them to serve the public.
Here are the specifics:
So many exciting things going
on in the government web world…so many opportunities. The Chief CIO is
out there with a great agenda. The White House Director of New Media is
turning government as we knew it upside down. The advocates for
transparency and citizen engagement are getting action. But I still
don’t see any movement to address the huge void in the way the
government manages the content of its websites. So – once again
(because I’ve been yipping about this for years) – I say: it’s time for
Chief Web Communications Officers!
The Director of OMB should
designate a Chief Web Communications Officer (CWCO) for the government
and should direct each agency head to designate a Chief Web
Communications Officer for the agency. The CWCOs should have the same
stature in the agency as the CIOs and Public Affairs Directors/New
Media Directors, with whom they must work. That would give the agency a
powerful triumvirate for implementing the President’s directive for
transparency and engagement and for ensuring that the public gets the
high quality of service that their taxes pay for.
For me, the big recommendation makes the CWCO the lead customer service rep:
Serve as director of citizen
services. Assess and monitor citizens’ wants and needs and work with
agency managers to address those needs. Establish and enforce customer
service standards. Measure customer satisfaction and work with top
management to improve customer service.