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Citizen Engagement and Customer Service


Citizen Engagement and Customer Service

Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.

Members: 357
Latest Activity: on Monday


Who is FCG?
They are government, like you. The Federal Consulting Group is a franchise within the U.S. Department of the Interior. As the successor to the Federal Quality Institute, FCG has been advising and assisting federal agencies for more than 20 years with many of their senior consultants achieving results in large, high-profile government programs and projects.

Discussion Forum

How is Government Doing? Satisfaction Results Forum

Started by Amy DeWolf Jan 18, 2013. 0 Replies

In April 2011, President Obama issued Executive Order 13571 “…Continue

Using Novelas to Engage Hispanic Consumers on Important Health Topics - with the FDA

Started by Carla Briceno Jan 16, 2013. 0 Replies

Please join us on January 31, 2013 for the following free event focused on sharing best practices to engage the growing Hispanic community: Using Novelas to Engage Hispanic Consumers on Important…Continue

Tags: outreach, online, Hispanic, events

Social Media Archive

Started by Amy DeWolf. Last reply by Anil Chawla Jan 3, 2013. 1 Reply

Earlier this month, the State of North Carolina announced a first-of-its-kind social media archive. The interactive archive contains more than 55,000 public records of Facebook and Twitter…Continue

Comment Wall


You need to be a member of Citizen Engagement and Customer Service to add comments!

Comment by Wendi Pomerance Brick on March 6, 2013 at 9:37am

Hello Group members - Customer Service Advantage, Inc. is hiring!  We're located in San Diego County, CA.  This is an entry level analyst position with a career path in the company.  Looking for a good writer. Here's the job description if you know of anyone that's interested.  Please have them contact us no later than Friday 3/15, and the sooner the better.

Comment by Steve Cottle on December 12, 2012 at 12:07pm

Steve's new baby made him recognize Maslov's Hierarchy of Gov't Customer Service Needs:

Comment by Amy DeWolf on November 14, 2012 at 3:12pm

Pat shares the key to government communication- keep it simple. Check it out here

Comment by Amy DeWolf on November 6, 2012 at 11:57am

How to improve employee morale- get tips here

Comment by Steve Cottle on October 19, 2012 at 9:47am

Daryl Covey, an experienced service manager with over thirty-eight years of public sector service, talks about Government Customer Service Standards on the DorobekINSIDER:

Comment by Steve Cottle on October 16, 2012 at 11:15am

Danielle asks how we can apply 5 principles of marketing the unknown to helping citizens find info and services they need from government:

Comment by Henry Brown on October 15, 2012 at 8:38am

IMO interesting quote from Harley Manning's blog:, although Mr. Manning is talking directly to the private sector, I believe that there is much more than a passing relationship to the public sector

"Is customer experience a silver bullet that will kill off all your company's problems and make your stock price soar? No. If there is such a bullet, we haven't seen it. The fact is, regardless of your customer experience, you can still get clobbered by a big, strategic threat like a new market entrant (Netflix if you're Blockbuster) or a substitute product (digital photography if you're Polaroid). That's especially true if the new market entrant or the provider of the substitute product offers an amazing customer experience ( if you're Borders or Barnes & Noble)."

Comment by Steve Cottle on October 12, 2012 at 9:26am
Comment by Steve Cottle on October 10, 2012 at 9:41am

Ami shares a writeup of the Institute for Local Government's principles of public engagement:

Comment by Amy DeWolf on October 9, 2012 at 9:01am

Do you know what's in HR538: Government Customer Service Improvement Act? Check it out here- 


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