transparent, accessible and user-friendly digital services;

[nurmohammadkhan]

In order to find a meeting point with citizens, in fact, the use of practical websites and dedicated apps is essential. In the era of disintermediation and over-information, institutions, as companies are already doing, must equip themselves with risk management plans that include clear and shared communication procedures. Especially in situations of risk, emergency and crisis - we could also add in the fight against misinformation - it is essential that the information that reaches citizens is certified, timely and widespread.

What could be an ad hoc strategy ? Some administrations have based croatia phone data their digital public communication actions on the dynamics of Customer Experience in the private sector, emulating best practices, especially on the digital side. Substantially this process – in order to establish a dialogue with citizens, to know them better on the online side in order to provide services in line with their needs – implies a series of factors to be adopted:

omnichannel channels;
tools for collecting, analyzing and interpreting the personal data of the user-citizen;
ad hoc professional figures, collaborations with specialized companies, acquisition of know-how.
From a one-to-one perspective, replacing the traditional communication strategy – of the broadcasting type , i.e. essentially passive and imposed from above – with a new method of communicating that sees the predominant use of social channels, would allow PAs to deliver relevant information quickly and immediately, providing all citizens with a Customer Experience that lives up to expectations , thus regaining their trust and improving their reputation.