The learning government?

December 23, 2010

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!