Digital Government

Status of CAP Goals, Part 1: Customer Service

Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.

What I Learned ‘Buying’ Our New City Digital Services

Through this process, we also discovered that we need to change the way we procure technology. So, now we are also embarking on a new journey: updating our process so we can more easily procure the technology of now and the future. Our staff requires 21st-century tools because the community deserves 21st-century service.