Citizen Engagement and Customer Service
Information
Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.
Website: http://fcg.nbc.gov
Members: 324
Latest Activity: yesterday
Resources
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
What's the ROI for Citizen Engagement?
Started by GovLoop. Last reply by Tim Bonnemann on Friday. 22 Replies 0 Awesomes
I was talking to a friend last week and we were debating:What's the ROI for Citizen Engagement?Our debate was this:-Gov't has always wanted/need to get feedback/engagement from citizens-However,…Continue
Tags: ROI, citizen, citizenengagement
What Are Your Barriers to Improve Customer Service?
Started by Pat Fiorenza. Last reply by Wendi Pomerance Brick May 8. 2 Replies 0 Awesomes
I'm curious to hear what some of your barriers to improving customer service are within government.From people I have talked too, the common barriers I hear are:1 - Cultural Barriers2 -…Continue
Tags: customer service, FCG
Join Your Colleagues At The 2012 MobileGov Training in Washington, DC This June
Started by Erin Sherwood Mar 28. 0 Replies 0 Awesomes
2012 MobileGov Training:How To Plan, Implement & Manage Your Mobile Strategy To Deliver Enhanced Services, Increase Citizen Engagement & Drive Results* * * * * * * * * * * *June 19 – 22, 2012…Continue
Got Call Centers?
Started by Cindy Riordan. Last reply by Cindy Riordan Mar 23. 1 Reply 0 Awesomes
Or thinking about starting a call center in your city?One stop centers encourage more citizen engagement and can help educate your citizens about what their government can (and can't) do for them.…Continue
Tags: customer service, citizen engagement, call center, 311
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Comment Wall
Comment
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Comment by Andrew Krzmarzick yesterday -
Traci is looking for examples of Customer Service Performance Standards:
http://www.govloop.com/forum/topics/customer-service-performance-st...
Please help her out if you can!
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Comment by Steve Cottle on May 16, 2012 at 9:17am -
Pat highlights 10 ways government can re-imagine customer service. What do you think? http://www.govloop.com/profiles/blogs/10-ways-government-can-re-ima...
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Comment by Andrew Krzmarzick on May 1, 2012 at 8:37am
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Candi Harrison relates the news that Congress has advanced the Customer Service Act, which would support President Obama's directive...so it looks like this customer service improvement trend is here to stay!
http://www.govloop.com/profiles/blogs/customer-service-act-is-good-...
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Comment by GovLoop on April 19, 2012 at 8:42am -
I just put up a post - 5 tips for your communication career - would love your feedback - http://www.govloop.com/profiles/blogs/5-tips-for-your-communication...
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Comment by Stephen Peteritas on April 9, 2012 at 4:21pm -
Hey customer service pros! GovLoop (yes officially GovLoop) is conducting a government customer service survey and needs your help. It'll take less than 5 minutes and can help push government customer service forward: http://www.surveygizmo.com/s3/882788/GovLoop-Customer-Service-Survey
Thanks in advance.
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Comment by GovLoop on March 6, 2012 at 8:32am
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Andrew says "learning together - lets have a conversation" -http://www.govloop.com/profiles/blogs/learning-together-let-s-have-...
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Comment by Steve Cottle on March 2, 2012 at 11:37am
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8 tips for engaging citizens: http://www.govloop.com/profiles/blogs/8-ways-government-can-engage-...
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Comment by Steve Cottle on March 1, 2012 at 2:37pm
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New post from Emily on providing customer service when customers are in a mood to argue: http://www.govloop.com/profiles/blogs/and-your-momma-dresses-you-fu...
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Comment by Steve Cottle on February 24, 2012 at 11:55am
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Great new post from Joseph on not making your customers wrong: http://www.govloop.com/profiles/blogs/don-t-make-your-customers-wro...
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Comment by GovLoop on February 23, 2012 at 9:55am
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Good post from Candi on 5 principles of Customer Service
http://www.govloop.com/profiles/blogs/i-ve-said-it-before-and-i-ll-...
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