how government help different sections by providing various services ? 5 marks
Answers
some facilities are provided for some people and some are for any one.. hopes it helps you.
Step 1: Establish a Knowledge Foundation
Obviously, agencies can deliver knowledge only if they have knowledge. More precisely, they can deliver knowledge effectively and efficiently only if they are effective and efficient in the way they accumulate, manage, and provide access to knowledge. If knowledge exists only between the ears of subject matter experts, if it’s scattered across disparate documents and databases, or if it’s accumulated haphazardly, agencies will have a difficult—if not impossible—time delivering it wherever and whenever it’s needed. The alternative to this ad hoc approach is the establishment of a knowledge foundation. A knowledge foundation (or knowledgebase) can incorporate the various types of information that agency staff and customers need—including knowledge about the agency’s services and customers. In this way, it serves as a common repository for everything anyone needs to know. This doesn’t mean that agencies have to engage in a massive, costly overhaul of their information systems to create an all-encompassing knowledge foundation. On the contrary, with today’s selflearning technologies, the best way to create a knowledge foundation is to
• Seed the foundation with easily accessible institutional knowledge
• Capture knowledge over time during the course of daily interactions with customers
• Organize knowledge according to customer needs rather than internally driven schema
By adopting this ongoing dynamic approach to knowledge management, government agencies can ensure that their knowledge foundation remains accurate, up to date, and closely aligned with customers’ needs. In fact, most agencies discover that a relatively large percentage of customers’ needs can be met with a relatively small amount of knowledge—given that customers so often ask the same
• Substantial cost reductions. It can cost an agency between $2 and $15 to answer a phone call. It can cost between $1 and $10 to answer an e-mail—and resolving inquiries requires more than one e-mail in many cases. Self-service interactions, on the other hand, can cost just fractions of a cent. As a result, some agencies save millions of dollars every year.
• Actionable customer insight. Customers using self-service provide agencies with rich insight into their needs and issues. By tracking self-service data such as the most commonly used search terms and the most commonly retrieved content, agencies can learn more about their customers—which enables them to provide better service. Agencies can do a variety of things to encourage customers to use self-service resources. These include featuring self-service links prominently on their Websites; promoting online self-service in “hold” messages and printed literature; and replying to e-mails with the URLs of existing self-service content, rather than simply replicating that content in the e-mail response itself. It’s also important to note that effective self-service typically provides customers with an easy means of escalating problems to another channel if necessary—which, in turn, prevents them from perceiving self-service as a dead end.
hope it helps............
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