Posts Tagged: Customer Service

Federal Agencies Must Focus On Emotion To Create Great Government Customer Experiences

Think about the last time you went through airport security. Or applied for federal benefits. Or paid your taxes. How did those experiences make you feel? What specific emotions did they invoke in you? Did you feel comforted, hopeful, and valued – or insulted, frustrated, and nervous? Questions like these are the most important thingsRead… Read more »

How to Beat the 5 Top Excuses For Not Improving Your Agency’s Customer Experience

Naysayers love to complain that real customer experience (CX) improvement is only for the private sector because government is subject to unique and insurmountable pressures. Don’t believe them. Many major corporations must overcome the same hurdles, and some federal agencies are finding ways to break out, too. Use this list of comebacks to subdue governmentRead… Read more »

The Four Top Reasons To Improve The Federal Customer Experience

Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order #12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year’s “customer service” cross-agency priority goal, which requires federal agencies to provide theRead… Read more »

The Customer Feedback You’re Probably Missing

Internal customer surveys are a good way to find out how support services are functioning, and they can yield valuable insights that promote innovation, help retain talent, increase job satisfaction and encourage continuous improvement. They can also increase the overall performance of the government, because an organization that cares about its employees’ opinions and acts… Read more »

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 supposedRead… Read more »

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 internalRead… Read more »

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 improveRead… Read more »

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 InnovationRead… Read more »

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… Read more »

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 gaveRead… Read more »