Great customer service starts right at the top of any organization – private or public. Top executives set the tone and the standards for customer service. When those top executives pay close attention and make customer service a priority, they create happy customers. Happy customers – better business. Nothing new about that. But have youRead… Read more »
Search Results for: listen to your staff
The Federal Coach – Make a clear statement: ‘We are listening’
In today’s column I speak with Scott Gould, Deputy Secretary of Veterans Affairs about issues ranging from how to set priorities to how to surface ideas and issues from the front lines. Q: Given all your responsibilities, how do you prioritize your time? A: The secretary, chief of staff and I all share a commonRead… Read more »
Use Your Best Resources to Engage Citizens – Your Employees
I am up to my ears judging Clearmark Plain Language Award entries, but I just had to raise my head to comment on Andrea DiMaio’s latest blog piece, “How To Love Government 2.0 and Be A Contrarian at the Same Time.” I so agree with him that we can’t just rely on technology to engageRead… Read more »
Listen-Focus-Act on National Health Reform
Behavioral Healthcare Issue Date: Online Exclusive, Online Exclusive Listen-Focus-Act now for national health reform! Three ways you can impact, influence Congressional action Ron Manderscheid, PhD, SRA International and Editorial Board Member As Congress enters the final stages in preparation of national health reform legislation, it is imperative that we not become “sheeple”—people who behave likeRead… Read more »
Building a Pivot-Ready Organization: A Cloud Culture
Every agency employee needs to embrace IT transformation for change to really happen. That’s certainly true when organizations transition to greater use of cloud services.
5 Ways to Boost Inclusion With Customer Experience Data
In customer experience management, one way to improve inclusion and increase trust is to consider overlooked or underserved individuals. Here are a few practices for CX professionals and federal leaders who want to foster inclusivity as they improve customer experience.
Forum wrap: Social media – maximising opportunities and minimising risks
The Victorian Managed Insurance Authority held a successful forum for the Victorian Public Sector on the maximising the opportunities and minimising the risks of social media. Attended by 200 people, the forum featured three speakers:• Kathy Phelan – Director, Small World Social Media• Greg Daniel – Executive Chairman, SR7• Maria Katsonis – Principal Advisor PublicRead… Read more »
One Way to Mitigate Resistance to Change? Ask, Don’t Tell!
One of the most powerful and inexpensive ways to mitigate resistance to change is by getting stakeholder input early on, and often. Listen to people who will be most affected.
Being the Best Version of You: Surviving and Thriving in a Federal Government Career
The Federal Government is its own unique ecosystem that calls for your best self. To thrive in it, follow these suggestions.
Turning Cyber Policy Into Practice
Executive orders, frameworks, and acts of Congress tell agencies what their cybersecurity goals should be, but generally leave implementation details to other entities. The National Cybersecurity Center of Excellence (NCCoE), a component of the Commerce Department’s National Institute of Standards and Technology (NIST), fills that need — developing actionable, standards-based guidance that helps agencies turn… Read more »