This morning I attended GovLoop’s “Re-Imagining Customer Service in Government” conversation and was pleasantly surprised to hear about some of the successes agencies are having addressing President Obama’s April 2011 Executive Order 13571 – “Streamlining Service Delivery and Improving Customer Service“. Chris Dorobek moderated the hour long session which included the following expert facilitators: JoeyRead… Read more »
Today, everyone from top CEOs to President Obama is talking about cutting back on spending and finding ways to “do more with less.” Unfortunately for marketers, this usually means budget cuts or even a full on slashing of your budget. So if you desperately need your next campaign or rebrand to provide the most bangRead… Read more »
Will feds soon be asking their customers if they are satisfied with the service they’ve received? Following the customer service initiatives launched by Gore’s reinventing government team in the 1990s, the federal government has waxed and waned on the importance of customer service in the course of serving the public. With citizen satisfaction with governmentRead… Read more »
Today, I want to throw some kudos to one of my favorite agencies, the General Services Administration (GSA). GSA does great things for the federal government and the American people – including save taxpayer dollars. They provide services to federal agencies. But as important, they coordinate important management efforts across agencies, helping eliminate expensive duplicationRead… Read more »
The debut yesterday of a new social media monitoring and command center at the American Red Cross provided an interesting glimpse into the current and prospective power at the disposal of organizations today to separate and discern meaning from amidst the noise of online chatter–and to be able respond in new and more proactive ways.Read… Read more »
What’s the very best thing you can do for your web customers? Test the usability of your website. Honestly – I can tell you from personal experience – there is no statistic or survey that will tell you as much about how good – or bad – your site is as watching people use it.Read… Read more »
I’ve said this hundreds of times: if we don’t communicate effectively, we don’t serve effectively. It’s as simple – and as difficult- as that. If customers can’t understand what you have to offer, can’t understand where to find it or what they’re supposed to do with it, then they can’t use your services. And you’veRead… Read more »
The .Gov Task Force has issued the State of the Federal Web report, summarizing its surveys and the national brainstorming effort it sponsored. It’s a terrific report, full of great data and even better analysis. If you care at all about how customer service in the federal government functions (or should function), this is aRead… Read more »
Last weekend, I attended a conference at a nice resort and brought the whole family. We tried the hotel restaurant and went on Foursquare to look for tips and a possible check-in special. To my surprise, the hotel was very active on Foursquare and offered a free appetizer for checking into the restaurant. When IRead… Read more »
Back in April, President Obama issued an executive order directing agencies to step up their efforts to improve customer service. Whatever happened? The Executive Order gave agencies until the last week of October to provide their plans to the Office of Management and Budget, and last week the plans were delivered and posted on OMB’sRead… Read more »