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.
We need new criteria in government job circles. We must look for and reward innovative thinkers and realize that performance is not a zero-sum game. We must look for ways to engage in continual learning on the job, recognizing that this is a key component of innovation and creativity.
Is your agency having a hard time driving customer satisfaction? Check out these expert tips on how you can deliver a better customer experience.
The digital transformation of government has begun. The major driving forces in this transformation are cloud, mobility, big data analytics, the Internet of Things – and respective security concerns. Learn how your agency can get ready for the digital future.
Check out some of Arizona’s best IT modernization practices.
As we look towards the Trump transition, there are a few thoughts I had on what this means for federal employees.
North Carolina knows a thing or two about consolidation. Check out how they are doing so while ingraining innovation into the process.
I would argue that one of the most interesting reasons this election will be viewed as a tipping point is because of the role of technology in making voters’ experiences even better.
More than anything, FCC CIO David Bray wants employees who exude empathy. In an interview with GovLoop, he shared how empathy bridged a divide within his agency and how it guides the way he interacts with his team.
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.