Posts Tagged: Customer Service

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What Links Customer Experience And Innovation? The Right Question

Chris Dorobek’s March 18, 2015 program, “The Lowdown on Digital Services,” didn’t focus on innovation, but his guests’ ideas were all about it. Martha Doris, Rick Parrish, and Hannah Moss described Federal Government efforts to improve customer experience. Their comments about value as the point of a good customer experience are what innovation is supposed… Read more »

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When Your Colleague is the Customer

As government leaders, we place a high priority on serving the public well, and rightfully so. But often our customers not only external to our organizations; our customers are often our colleagues in the next office, or in a nearby agency.  These internal customers deserve our best customer service, too. What does really great internal… Read more »

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Tempe Transforms IT Customer Service

Located in southeast corner of Phoenix, Arizona, the city of Tempe is home to Arizona State University – and nearly 170,000 residents. To serve these residents, the city provides critical services such as fire, public works and police. And to help departments meet their missions, a centralized IT team supports city services. Looking to improve… Read more »

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Innovation Reimagined in Kansas City

There is no one universal definition for innovation. And innovation takes different forms at every level of government. Even in Kansas City, Missouri, innovation has taken many forms. This past year, the city launched a citizen engagement portal and leveraged open data. The woman spearheading those initiatives is Ashley Hand. She is the City’s Chief Innovation… Read more »

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Data Download – A Year In Open Data

In February, the Commence Department opened the Office of Digital Engagement. The idea was simple. Create an office where users can interact with the department on any communication channel. Twitter? Of course. Facebook? You bet. Even Instagram. “This year we put our Secretary on Instagram. She was the first cabinet member to be on Instagram,”… Read more »

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Yes, Virginia There is a Santa Claus

Back in the late 1890s, Dr. Philip O’Hanlon was asked by his eight-year-old daughter, Virginia O’Hanlon whether Santa Claus really existed. According to the New York Times, O’Hanlon suggested she write to The Sun, a prominent New York City newspaper at the time, assuring her that “If you see it in The Sun, it’s so.” He unwittingly gave… Read more »

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Connecting Through the HUD Switchboard

Switchboard’s mission is to provide HUD’s citizens, stakeholders, and staff with the tools and channels necessary to interact meaningfully with their government in the following ways: By welcoming and encouraging creative ideation to improve HUD’s programs, policies, and operations, and engaging those interested in the process of putting those ideas into action; By creating avenues of feedback for individuals or organizations… Read more »

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8 Reasons Customer Service = Success For You and Your Agency

In your mind, good citizen engagement might not be that important. Sure, your agency tweets and engages occasionally online, but its not a focus or a priority. After all, it can’t really affect anything that you’re doing that much, right? Wrong. According to new data from Forrester Research, bad citizen engagement and poor customer service from… Read more »