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Managing Citizen Involvement

This article explores the mechanisms of citizen engagement in Seattle's solid waste management, examining the concepts of choice, competitive choice, and voice. It discusses key actors, decision-making processes, and the environment surrounding customer service in this sector. By addressing customer complaints, billing issues, and seeking to improve service quality, the article identifies potential courses of action to enhance citizen involvement. It critically analyzes whether increasing choice and voice for citizens can lead to better service outcomes or whether alternatives may be more effective.

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Managing Citizen Involvement

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  1. Managing Citizen Involvement

  2. Basic Citizen Engagement/Involvement Mechanisms • Choice • Competitive Choice • Voice • Customer Service

  3. Customer Service and Seattle Solid Waste Case Background • Customers, Clients, or Captives? Diffuse vs. Direct? • Key Decision Maker and Other Actors • Environment • Function/Mission

  4. Customer Service and Seattle Solid Waste Case Background • Basic Processes • Handling Customer Complaints • Billing

  5. Seattle Solid Waste: Courses of Action • Improve Customer Service Quality • Enhance Choice or Competitive Choice • Enhance Voice/Citizen Engagement • Alternatives or Complements?

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