Great Post from Right Now with thoughts about the new executive order to better citizen service.
From Above: Thoughts on Obama’s New Executive Order Demanding Improvements to Citizen Service
Yesterday, President Obama issued a new Executive Order,Streamlining Service Delivery and Improving Customer Service, which outlines the need for agencies to apply private sector best practices in the delivery of timely, efficient and lower cost citizen services. Now, we understand that this presents a massive challenge. Just the size of the Federal government and the sheer number of programs and services offered far exceeds the reach of any one company.
To complicate matters, the very same citizens that government serves are also consumers of services from the private sector. As a result, the public has heightened expectations for what constitutes good customer service. Whether this is fair, is debatable, but it is certainly a reality.
In fact, a recent survey, the 2010 Federal Customer Experience Study, reveals that Americans want the federal government to improve customer service, and many are willing to pay for the upgrade. A full 83 percent of Americans say that customer service is something that federal agencies can improve.
Additionally, according to the survey, Citizen Engagement and Service in the Federal Space,federal managers are aware of an increased scrutiny from citizens. This scrutiny is likely fueled by the Obama Administration’s 2009 Open Government Directive, which mandates an unprecedented level of transparency and responsiveness to citizen requests and inquiries for information. Still, despite efforts to enhance transparency and connect with citizens, this survey found that 60% of federal executives recognize that citizens are “frustrated” with government’s ability to engage and service the public.
So, the Administration’s latest order doesn’t come as a surprise to me. In fact, at RightNow we’ve been speaking to government administrators about this very topic for years. We have found that providing an exceptional citizen experience is a pressing imperative for many agencies—these directives have simply increased the urgency—and we’re here to help.
RightNow has developed three new tools, including a Customer Service Roadmap, Best Practice Cookbook and 8 Step Guide—all designed to help government agencies improve citizen service.
What are your thoughts?
RightNow Technologies is a U.S. software company helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow is a proud partner of GovLoop. Check out RightNow on Facebook and Twitter.
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