Tampa, Florida Internet-Based Customer Service Center

2011 ◽  
pp. 178-194 ◽  
Author(s):  
Steven M. Cantler
Keyword(s):  
Life Events ◽  
Customer Service ◽  
Daily Life ◽  
Government Agencies ◽  
Service Center ◽  
Public Records ◽  
Government Services ◽  
Comprehensive Method ◽  
City Agency ◽  
The City

The City of Tampa, Florida developed and implemented an innovative Web-enabled enterprise-wide solution, addressing basic requests for services with centralized citizen access to four major areas: submission of requests, opinions, recommendations, and inquiries; online payments; public records research; and automatic redirection to non-city agency services. The TampaGov Customer Service Center resulted from a need to effectively track and manage the wide variety of service requests and communication exchanges between citizens and the city staff who serve them. Three primary issues were addressed: (1) Citizens are confronted with daily life events and do not know which government agencies to contact; (2) Citizens want access to government services at their convenience (24/7); and (3) Citizens want to know what is happening to their request. To be successful, the project needed to provide a ?exible, comprehensive method of communication and collaboration with citizens. This objective was met.

Palestinian Refugees between the City and the Camp

2020 ◽  
Vol 52 (4) ◽  
pp. 607-621
Author(s):  
Faedah M. Totah
Keyword(s):  
National Identity ◽  
Daily Life ◽  
National Belonging ◽  
Palestinian Refugees ◽  
Social Distinction ◽  
Urban Refugees ◽  
Old City ◽  
Refugee Experience ◽  
The Relationship ◽  
The City

AbstractThe camp and the city are both important for understanding the relationship between space and identity in the refugee experience of exile. In the Palestinian example, the camp has emerged as a potent symbol in the narrative of exile although only a third of refugees registered with UNRWA live in camps. Moreover, the city and urban refugees remain missing in most of the scholarship on the Palestinian experience with space, exile, and identity. Furthermore, there is little attention to how refugees understand the concept of the city and camp in their daily life. This article examines how Palestinian urban refugees in the Old City of Damascus conceptualized the relationship between the camp and the city. It illustrates how the concept of the camp remained necessary for the construction of their collective national identity while in Syria. However, the city was essential in the articulation of individual desires and establishing social distinction from other refugees. Thus, during a protracted exile it is in the interstice between the city and the camp, where most urban refugees in the Old City situated themselves, that informed their national belonging and personal aspirations.

Transaction Network, Telephones, and Terminals: Customer Service Center Interface

1978 ◽  
Vol 57 (10) ◽  
pp. 3455-3474
Author(s):  
H. A. Bodner ◽  
D. R. Johnson ◽  
W. E. Omohundro
Keyword(s):  
Customer Service ◽  
Service Center

Factors affecting the development of e-government using a citizen-centric approach

2015 ◽  
Vol 6 (3) ◽  
pp. 206-222 ◽  
Author(s):  
Kanda Sorn-in ◽  
Kulthida Tuamsuk ◽  
Wasu Chaopanon
Keyword(s):  
Quantitative Research ◽  
Service Providers ◽  
Structured Interview ◽  
Government Agencies ◽  
Content Type ◽  
Factors Affecting ◽  
Government Services ◽  
Government Sector ◽  
The Government

Purpose – The purpose of this paper is to study the factors affecting the development of e-government by using a citizen-centric approach. Design/methodology/approach – This paper is a mixed-methods study consisting of qualitative and quantitative research. Data were collected from government agencies using a structured interview and questionnaire about e-government services. The research was collected from the people responsible for the management of an e-government project in 75 government agencies. In addition, the researcher collected data from 1,400 citizens by using an e-Survey questionnaire that grouped participants by age. Findings – By using a citizen-centric approach, the paper identified the factors affecting the development of e-government. There were five factors from the viewpoint of government agencies and citizen groups: quality of e-government services, policy and governance, information technology infrastructure, organization and economy and society. Research limitations/implications – The research covered the development patterns of e-government for services from government to citizens only. Practical implications – Seeing the importance of environmental factors for both service providers and service users would facilitate continuous improvement of e-government service provision by government agencies. Social implications – The results reflect citizens’ need for e-government services; quality is their priority. Hence, government agencies must consider the quality of the delivery of information and e-government services as they relate to the lifestyles and needs of citizens. Originality/value – The creation of knowledge from merging e-government concepts with citizen-centric principles is a modern government sector management theory. This research stresses the need for the government sector to see the need for e-government and to recognize the factors for its successful development. This means the design and development of e-government services should respond to the increasing needs of the citizens.

scholarly journals PENGARUH KESESUAIAN KOMPENSASI DAN KULTUR ORGANISASI TERHADAP PERSEPSI PEGAWAI ATAS FRAUD DI INSTANSI PEMERINTAHAN KOTA MANADO

2019 ◽  
Vol 14 (1) ◽  
Author(s):  
. Jecklein ◽  
Lintje Kalangi ◽  
Stanley Kho Walandouw
Keyword(s):  
Asset Management ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Employee Perceptions ◽  
City Government ◽  
Public Works ◽  
Government Agencies ◽  
Negative Effect ◽  
The City

This study aimed to explore the employee perceptions of fraud in government agencies and the factors that influence the occurrence of fraud . The variables used in this study are the compliance of compensation and culture of organization as independent variables and fraud in government agencies as the dependent variable. Samples used in this research as many as 60 respondents from government agencies in Manado, especially in the Regional Financial and Asset Management Agency and the Office of Public Works and Spatial Planning of the City of Manado. Sampling technique uses purposive sampling and data collection used questionnaires. The analysis in this study used multiple linear regression analysis with the help of SPSS version 23 application. The results showed that, there is no influence of the appropriateness of compensation by fraud in Manado City government agencies, and there is a significant negative effect on fraud in Manado City government agencies.

scholarly journals Fóruns Híbridos de Participação: no sentido de melhores práticas para a construção da cidade

Revista Prumo ◽  
2020 ◽  
Vol 5 (8) ◽  
pp. 60-75
Author(s):  
Maíra Machado-Martins ◽  
Patricia Maya-Monteiro
Keyword(s):  
Local Knowledge ◽  
Rio De Janeiro ◽  
Landscape Architecture ◽  
Daily Life ◽  
Collaborative Process ◽  
Popular Participation ◽  
Collaborative Processes ◽  
University Partnership ◽  
The City ◽  
Design Experience

This article presents the results of a Project process held in the under-spaces of two viaducts in the Laranjeiras district in the city of Rio de Janeiro. This process is part of a community-university partnership project, the “Square, the Street and the District”, which has been developed by students and professors of different fields and courses. This project aims to emphasize the relevance of interventions in the cities are made by a direct mode of popular participation, both in the elaboration and in the implementation of landscape architecture and urban proposals. A collaborative process was shaped to embody the notion that there is a “local knowledge, which is nurtured by the daily life”, as Milton Santos (1997, p.7) argues. Here, we narrate the methodological construction and the process of design experience in this case at the Laranjeiras.district. With this, we expect to demonstrate how the design and building of the city can be developed thorough participative and collaborative processes. The existence of an assembled and well informed project can be an environment to foster discussion so that more just and appropriate solutions may get forge.

scholarly journals Persepsi Pegawai Unit Kearsipan SKPD terhadap Aplikasi Sistem Informasi Kearsipan Daerah (SIKEDA) dan Jaringan Informasi Kearsipan Daerah (JIKEDA) di Pemerintahan Kota Bukittinggi

2019 ◽  
Vol 8 (1) ◽  
pp. 9
Author(s):  
Agus Suherman ◽  
Ardoni Ardoni
Keyword(s):  
Social Service ◽  
Qualitative Approach ◽  
City Government ◽  
Electronic Records ◽  
Information Network ◽  
Government Agencies ◽  
Records Management ◽  
Descriptive Research ◽  
The Government ◽  
The City

AbstractIn this paper we discuss the SKPD Filing Unit Employee Perception of the Regional Archival Information System Application (SIKEDA) and the Regional Archival Information Network (JIKEDA) in  the City Government of Bukittinggi. The purpose of this study is to determine the competence and optimal shield of SKPD employees in inputting files to the SIKEDA application.This type of research is descriptive research with a qualitative approach. The location of this study was carried out in 5 SKPD Institutions in Bukittinggi, namely: (1) the Library and Archives Office of Bukittinggi City, (2) the Education and Culture Office of the City of Bukittinggi, (3) the Youth and Sports Pariwasata Service of the City of Bukittinggi, (4) the Health Service City of Bukittinggi, (5) Social Service of the city of Bukittinggi. The object of the study was SKPD employees in five government agencies in the city of Bukittinggi. Writing this paper aims to describe (1) To describe the optimization of the use of SIKEDA and JIKEDA applications by Admin node SIKEDA in supporting records management in the city administration of the City of Bukittinggi; (2) To describe the competencies possessed by HR in SKPD in utilizing information technology in the application of SIKEDA and JIKEDA applications in the City Government of Bukittinggi.Data was collected by observation and direct interviews with SKPD employees in the Bukittinggi city government and literature studies in the application of electronic records in the government of the City of Bukittinggi.Based on the discussion, it can be concluded that the First Employee in the SKPD in the City Government of Bukittinggi is still not optimal in inputting the archive to the sikeda Second application.iKeywords: optimization, competence, electronic archives.

scholarly journals SISTEM INFORMASI PEMETAAN KANTOR PEMERINTAH KABUPATEN SITUBONDO BERBASIS WEB

2018 ◽  
Vol 3 (2) ◽  
pp. 235-241
Author(s):  
M. Ali Mudhari
Keyword(s):  
Information System ◽  
Community Service ◽  
Geographical Location ◽  
Information Services ◽  
The Other ◽  
Location Information ◽  
Regional Autonomy ◽  
Government Services ◽  
District Government ◽  
The City

Government Services is one of the supporting elements of the implementation of regional autonomy authorities in various fields in the context of carrying out the tasks of government decentralization which has the function of providing public services needed by the community, starting from services in the form of regulation or other services to meet the needs of the community in the fields of education, health and the other. One city that has many government offices and is spread in various regions in the city of Situbondo, where the city is experiencing developments in various fields, especially in the field of community service. One solution to help Situbondo residents obtain information about the geographical location and services of government offices so that it needs to be designed mapping of the Geographic Information System of the Situbondo Regency Government Office. With this system, it is expected to provide geographical location information, office services, information services, and office agendas. In making this system, researchers used the methodology for developing a waterfall system, with several stages carried out starting from Requirements to Maintenance. The results of this study are expected to overcome the problems faced by the Situbondo district government office.

scholarly journals Analysis of Perceptions of Milk Consumption and Customer Service in the City of Riobamba, Province of Chimborazo

2021 ◽  
Author(s):  
O. Parada Gutiérrez ◽  
J. Vasco ◽  
C. Delgado
Keyword(s):  
Customer Service ◽  
Service Level ◽  
Level Of Service ◽  
Purchasing Decisions ◽  
Probabilistic Sampling ◽  
Palabras Clave ◽  
Para Determinar ◽  
Quality Of Products ◽  
Past Experiences ◽  
The City

The customer has become a source of strategic information about the quality of products and services. For this reason, the objective of this research was to analyze the level of service and mental processes of clients in making decisions to consume milk in the province of Chimborazo. Non-probabilistic sampling was used and data were collected from 50 clients and 75 representatives of small- and medium-sized companies in the city of Riobamba which participated in the Production Exhibition, Macají, Riobamba 2019. An electroencephalogram was used to determine whether the purchasing decisions were made at the unconscious level by reading brain waves. Three brands of milk that are sold locally were used. The study revealed that there were representative differences in stimulating people to different perceptions (visual, olfactory, gustatory) that influence the appreciation and purchasing decisions of milk. Similarly, it was found that there are decisions that the consumer makes unconsciously based on memories and past experiences that influence their present behavior at the time of consumption. The study also revealed the need to improve the level of service. Keywords: neuromarketing, perception, strategies, service level. Resumen El cliente se ha convertido en una fuente de información estratégica sobre la calidad del producto y del servicio. Por este motivo, el objetivo del artículo científico fue analizar el nivel de servicio y los procesos mentales del cliente para la toma las decisiones de consumir leche en la provincia de Chimborazo. El estudio se realizó mediante un muestreo no probabilístico con informaciones de 50 clientes y 75 representantes de pequeñas y medianas empresas de la ciudad de Riobamba que participaron en la Exposición de Producción, Macají, Riobamba 2019. Se utilizó el electroencefalograma para determinar si las decisiones de compra se realizan a nivel inconsciente mediante la lectura de ondas cerebrales. Para ello se utilizaron tres marcas de leche que se comercializan en la localidad. El estudio reveló que existen diferencias representativas al estimular a las personas a diferentes percepciones (visual, olfativa, gustativa) que influyen en la apreciación y decisión de compra de la leche. De igual modo, se constató que existen decisiones que realiza el consumidor de manera inconsciente basada en los recuerdos y experiencias del pasado que influyen en su comportamiento presente al momento del consumo. Asimismo, el estudio reveló la necesidad de mejorar el nivel de servicio. Palabras clave: neuromarketing, percepción, estrategias, nivel de servicio.

scholarly journals UKRAINIANS IN St. PETERSBURG IN SCIENTIFIC AND PUBLIC ACTIVITY OF TETIANA LEBEDYNSKA

2021 ◽  
pp. 114-120
Author(s):  
Tetiana Тsymbal
Keyword(s):  
Life Events ◽  
Western Europe ◽  
The United States ◽  
Arab Countries ◽  
Town Planning ◽  
Educational Activity ◽  
City Center ◽  
Science And Culture ◽  
The University ◽  
The City

The article presents the results of a study of scientific, educational and ascetic activities of one of the brightest representatives of the modern Ukrainian diaspora in Russia - Tetiana Lebedynska, a daughter of Ukrainian writer Mykola Shpak. T.M. Lebedynska is PhD in Philosophy, translator, writer, member of the Ukrainian Union of Writers, author of exhibitions dedicated to Ukrainian St. Petersburg, holder of the Order of Princess Olga III degree. The multifaceted scientific and educational activity of Tetiana Mykolajivna is considered. It is emphasized that she initiated and organized the International Scientific Seminar «St. Petersburg – Ukraine», which resulted in the publication of twenty collections of articles from 2000 to 2020. T.M. Lebedynska is the author of more than 200 scientific works, including unique publications: «Shevchenko's places of St. Petersburg», «St. Petersburg and Ukraine», «M.P. Hrebinka - town-planning of St. Petersburg», «Ukrainian necropolis of St. Petersburg», «I. Mazepa - Commander of the Order of St. Andrew the First-Called», dictionary»Outstanding figures of science and culture of Russia who came from Ukraine», etc.. T.M. Lebedynska was published in Western Europe, the United States, and Arab countries. It is noted that the heroine of our intelligence pays most attention to the study of the life and work of the Great Kobzar, who had many life events in St. Petersburg: here he studied and worked, gained freedom and communicated with many prominent cultural figures, wrote poems and paintings and became an academician of arts. It was Tetiana Mykolajivna who was one of the initiators of the installation in St. Petersburg of the monument to Taras Shevchenko by Canadian sculptor Leo Mol (Leonid Molodozhanin), she collected signatures against the relocation of the site from the city center near the university to the outskirts, also she initiated and participated in the installation of a memorial to Kobzar at the Smolensk cemetery. Among other things Tetiana Lebedynska‟s ascetic activity is represented, by a study of the Ukrainian necropolis of St. Petersburg, as most graves and tombstones are in a state of destruction and may disappear for the future without restoration. And with them the memory of our compatriots who found eternal peace in the land of North Palmira will be destroyed. The article states that today, when Crimea is annexed and the Russian occupation of Donbass continues, it is very important to study the experience of our contemporaries - Ukrainians in Russia, who do not lose their identity in conditions of strong informational, ideological and linguistic pressure.

scholarly journals Dialectical Design Dialogues: Negotiating Ethics in Participatory Planning by Building a Critical Design Atlas

2020 ◽  
Vol 5 (4) ◽  
pp. 238-251
Author(s):  
Barbara Roosen ◽  
Liesbeth Huybrechts ◽  
Oswald Devisch ◽  
Pieter Van den Broeck
Keyword(s):  
Urban Planning ◽  
Planning Process ◽  
Daily Life ◽  
Participatory Planning ◽  
Dialectical Approach ◽  
Urban Transformations ◽  
Planning Processes ◽  
Everyday Reality ◽  
The City

This article explores ‘dialectical design dialogues’ as an approach to engage with ethics in everyday urban planning contexts. It starts from Paulo Freire’s pedagogical view (1970/2017), in which dialogues imply the establishment of a horizontal relation between professionals and amateurs, in order to understand, question and imagine things in everyday reality, in this case, urban transformations, applied to participatory planning and enriched through David Harvey’s (2000, 2009) dialectical approach. A dialectical approach to design dialogues acknowledges and renegotiates contrasts and convergences of ethical concerns specific to the reality of concrete daily life, rather than artificially presenting daily life as made of consensus or homogeneity. The article analyses an atlas as a tool to facilitate dialectical design dialogues in a case study of a low-density residential neighbourhood in the city of Genk, Belgium. It sees the production of the atlas as a collective endeavour during which planners, authorities and citizens reflect on possible futures starting from a confrontation of competing uses and perspectives of neighbourhood spaces. The article contributes to the state-of-the-art in participatory urban planning in two ways: (1) by reframing the theoretical discussion on ethics by arguing that not only the verbal discourses around designerly atlas techniques but also the techniques themselves can support urban planners in dealing more consciously with ethics (accountability, morality and authorship) throughout urban planning processes, (2) by offering a concrete practice-based example of producing an atlas that supports the participatory articulation and negotiation of dialectical inquiry of ethics through dialogues in a ‘real-time’ urban planning process.

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