Getting Closer to Citizens was the first in a series of BT/Chief Executives' Forum discussions that focuses on customer relationships, the ways in which technologically driven trends are re-shaping those relationships and, in information terms, the balance of power that underpins them. The series is predicated on the notion that chief and other senior executives need to know more about these fast-moving and disruptive forces. As employees and the people they serve have less and less separation between their working and private lives they become less tolerant of arbitrary restrictions on choice. And they harbour little patience for the out-dated systems that organizations use - systems which effectively define the nature of the relationship people have with public facing and public-serving bodies.
Senior executives don't need to know the detail of how these things work; but they do need to understand how mobility, social networking and business processing dynamics are changing business models and how they can be applied so that their organisations become fast followers of developments.
A report summarizing the discussion, "Getter Closer to Citizens", is available to download - click on the report title.
For more information on this series with BT contact Gerry Cosgrave, (T) 02890347400.