People will demand more accessibility to CA databases for program sign up, and information. They will also want to have their thoughts and concerns addressed in the shortest amount of time. CA does a very good job of getting information out to residents and program/facility users, but is somewhat challenged in getting information back from those same groups. In the future it will be an imperative to get feedback from residents and users so that CA can focus program or maintenance functions to give our residents the most value for their money.
In the very near future, CA will not be able to rely on print media for communications. People want instant messaging capabilities and want to better understand what’s happening around them without having to read.
CA will have to be able to get input on program offerings or other related issues and to develop rapid metrics to better understand customer needs. CA will have to employ more spontaneous communications venues that give our customers the ability to voice opinions on programs or customer service or any of the changing needs that CA will have to address on a daily basis.
The latest venue to achieve complete feedback is focused on providing customers spontaneous feedback on how a company is doing in meeting their needs. In order for CA to get a better level of relevant feedback, CA will begin employing the use of more focus groups, mini-surveys, and will expand the use of instant “idea-storm” centers where people can use portable video equipment to give CA ideas on how we can improve our product lines and better meet customer needs.
CA will also kick off a resident academy where groups of annual charge payers and program/facility users will meet over an extended timeframe to find out what CA does and what they get for their investment. Academy participants will get to tour CA facilities, get a better understanding of CA finances and find out how CA uses their resources.
This video provides information on what CA will be doing in the future to improve technological access and better two-way communications
Primary Focus Points:
- Build new organizational focus on technology and other innovative ways of improving connectivity with CA annual charge payers and program users
- Continue to monitor connectivity modes that are based on changing demographics and lifestyles, especially those changes that are brought about by generational diversity.
- Utilize modes of technology such as Geographic Information Systems (GIS) to identify changing demographic status close to CA facilities to determine how changes could impact CA program or service offerings
- Utilize GIS to assist in determining age groupings so that flexibility can be built into capital projects. Changing demographics may require CA to change its investment focus to allow changes to coincide with a changing neighborhood
No comments:
Post a Comment