Customer Service today is radically different than only a decade ago. In the mobile era, people are accessing government websites from their tablet, phone, home computer, work computer etc and expect a positive and seamless experience. They want to find accurate information quickly and easily. Furthermore, they want to interact with organizations in a varietyRead… Read more »
We’ve all heard the refrain about how government needs to be better at customer service. We’ve heard the horror stories from the DMV and IRS filings gone amuck. But David Hebert says in order for government to be a great provider of customer service to the public it first has to have good internal customerRead… Read more »
On my short-list of places to visit is the Sistine Chapel. Beyond the Sistine Chapel, Michelangelo’s diverse portfolio has been transformational to both society and the world of art. I recently discovered that two of his pieces of art – The Pieta and David were done before he was 30. Although he was best knownRead… Read more »
Conversations on citizen engagement tend to discuss the proper role of government and explore the proper engagement levels of citizens. Yet, before any of those important conversations can take place, agencies need to focus on setting the proper citizen engagement foundation, which will allow organizations to build new and innovative citizen engagement strategies. Post HighlightsRead… Read more »
On GovLoop Insights’ DorobekINSIDER: By now everyone has heard about the situation brewing over at the IRS. But the question now becomes how will this scandal affect future decision making? Insights from UMD Public Policy Dean Don Kettl. Up front: Paul Volcker, the former chairman of the Federal Reserve, is starting a foundation that willRead… Read more »
Last week we celebrated the one year anniversary of the Digital Government Strategy, which encouraged agencies to develop mobile services and make public information available anywhere, at anytime and on any device. In the increasingly mobile world, this was necessary to keep up with the private sector and constituent and employee expectations. One year later,Read… Read more »
Recently, I’ve become obsessed with Department of Interior’s Instagram page. To me, it’s one of the best examples of government social media and it’s super simple – one great photo of a National Park per day (taken by the Department or visitors of the park). Each photo will receive between 2,000 and 4,000 hearts andRead… Read more »
By now everyone has heard about the situation brewing over at the IRS. But here is a brief refresher: A Treasury Department inspector general criticized IRS management for not providing sufficient oversight for agency workers who evaluate applications for tax-exempt status. The report said that laxity contributed to workers screening for words like “tea party”Read… Read more »
Virtual events and online training are growing in importance as government seeks more cost effective ways to educate and train personnel. PLEASE TAKE OUR 10-MINUTE SURVEY, which is designed to gain your feedback and insights in order to: determine the value and effectiveness of virtual training and events for government learn best practices in planning,Read… Read more »
On GovLoop Insights’ DorobekINSIDER: It was the the tweet heard around the country: “CAPTURED!!! The hunt is over. The search is done. The terror is over. And justice has won. Suspect in custody.” Meet the man behind the Twitter field Deputy Daley. Click here for the full recap. The SEVEN stories that impact your lifeRead… Read more »