The learning government?

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:

  • Engage with stakeholders where the stakeholders hang out
  • Listen to what their stakeholders have to say
  • Used that feedback to improve the service
  • Communicate with them in a direct and frank manner

Thanks for posting that case study folks! Exactly my Citizen Engagement Exchange Nov 2010 model!

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