Candi Harrison replied to the topic Which Agency Does Customer Service Best? in the forum Communications, Citizen Engagement, Customer Service 8 years, 1 month ago
I can give you two that I know from personal experience: signing up for Social Security and getting an expedited passport from the State Department. Social Security is the top of the heap – you can apply online using a very, very, very simple form (you almost don’t believe it’s government). Within a week, I had a phone call from the SSA telling me exactly what I could expect to get and when it would start. And that’s exactly what happened. So easy. Applying for a passport is a little more bureaucratic (the form is more complex); but the process was pretty straight-forward, I actually got an email acknowledgement when they received my application and told me about when I could expect to receive my passport. And they beat their own estimate by a mile. Great customer service. By the way – note that each of these processes involved using multiple service delivery channels – web, phone, and mail. Great customer service providers make sure those channels work together seamlessly. Kudos to Social Security and the State Department.
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