Over on GovLoop on 20 December 2010 is an excellent post on how Air Canada has started learning from its customers. The story is summarised in a few bullet points:
Thanks for posting that case study folks! Exactly my Citizen Engagement Exchange Nov 2010 model!
The blogger is Mick Phythian, a Research Associate at De Montfort University in Leicester, U.K. and former ICT Manager at Ryedale District Council in North Yorkshire, England. He was also a founder member of the Local CIO Council and regional Chair of Socitm.
Any opinions expressed on this weblog are purely those of the author.
He is not the Great Emancipator! The Great Emancipator was President Abraham Lincoln. The blog is so-called because some people perceive e-government, transformational government or, heaven forbid, government to be the emancipator of us all...
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