In my Sunday Guardian article I’d begun to discuss and describe how governance services were now being demanded by the public to the same standards as other utilities, especially including, for instance, mobile services or satellite television services. This point is brought home in a rather telling way given the recent controversies surrounding the 181 (earlier 167) number identified as a hotline for handling complaints regarding violence against women. Commentators immediately lambasted the government first for changing the number arbitrarily and then for providing poor customer service on the line. The baseline for their expectations? Nothing less than Vodafone, Airtel, Telenor and the like. How can the government match the product and service development capabilities of these international majors? Understand, Develop, Enhance — it’s the same answer as it has ever been, and now it is incumbent on government agencies to learn this mantra.
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when wor(l)ds collide. this need to learn from the customer relationship management in the telecom sector, and how it can translate to government and other public utilities services is exactly what we are going to be working on with LIRNEasia over the coming months. excited about the possibilities of using some of those learnings to imagine whats needed for the the kind of public safety service you describe above.