GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Search Results for: customer service
Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the... Read more »
Technologists like systems administrators, web developers and even information officers are rarely framed as the customer service owners of governments. But according to Illinois’ former Chief Digital Officer Hardik Bhatt, that’s exactly what they are.
The November edition of DorobekINSIDER Live dives into the nitty gritty of shortcomings in government customer service and where it can improve.
How can your department meet constituent demands in smart, engaging way? The key is to learn what users want, how they interact with your services, and what customer service success really looks like at your agency
Governments have made great strides in the past few years to improve the customer experience (CX), in part because of a growing realization of its importance and because of federal mandates such as President Obama’s 2011 customer service executive order. In GovLoop’s recent survey of 176 public-sector employees, results showed that although they still face significant... Read more »
Leaders across local, state and federal government recognize the need to improve customer service across the public sector. The Federal Agency Customer Experience Act was introduced in Congress in May, while customer service has been a cross-agency priority goal for years. States and cities are hiring experience officers to lead the charge toward better customer... Read more »
Government has a pretty negative customer service reputation. When you think of great customer service you probably think of airlines like Southwest or coffee shops like Starbucks. The government rarely makes the list of most customer friendly organizations. Nevertheless, everyone in the country has to engage with a government entity in one way or another... Read more »
Customer experiences in government agencies, like the VA, can only be improved when employees put themselves in the customer’s shoes. Learn how you can make government CX more personal.
Improving employee engagement can be difficult sometimes, but it is important for enhancing citizen experiences. See how agencies are overcoming the challenges of employee engagement to benefit their constituents.