So the 2+ week National Dialog on Government Websites is over. It ended last night with 436 ideas, 1,663 comments, and 8,259 votes submitted by 992 contributors. If you didn’t get a chance to participate, the whole thing is archived for reference. Take a look – I think you’ll be impressed by the quality ofRead… Read more »
Web Manager University, in conjunction with Customer Service week, is offering a free webinar this Wednesday, October 5 at 2pm ET. Get Serious about Customer Service: Best Practices for Implementing the Customer Service Initiative in Your Agency Our customers deserve competent, efficient, and responsive service from the government. In conjunction with customer service week, joinRead… Read more »
The National Dialog on Government Websites has been a resounding success. In fact, it’s gone so well that the .Gov Reform Task Force and GSA have extended the discussion to midnight Tuesday night, October 4. There’s still time for you to get in there to comment and vote on the ideas others have proposed andRead… Read more »
Come one – come all! This is your chance to help the U.S. government figure out how to serve better, online. I told you a few weeks ago about the ground-breaking .Gov Reform initiative the White House and the General Services Administration have underway. In a nutshell, they’re taking a hard look at U.S. governmentRead… Read more »
We know what our customers want. We’ve known for years. We don’t need to keep asking them because the answer is the same. We know what to do to make customer service better. We’ve known that for years, too, because we’ve listened to and watched our customers. So why do 79% of the respondents toRead… Read more »
As organizations become more complicated, success can often be tied to the degree to which an organization is responsive to customers. This generally happens on the front line. So empowering front line managers to solve problems without going up through the chain of command is an important leadership strategy. The September 2011 issue of theRead… Read more »
With so much focus these days on optimizing Service Levels to match realistic budgets, here is a series of cautionary tales of regulation run amok. Let’s think about the consequences of over-regulation, not only on expenditures, but also on culture and community values. This excerpt from Mark Steyn’s book on bureaucracy is a “must read”Read… Read more »
This week’s Project of the Week is brought to you by one of GovLoop’s 2011 Major Partners, IBM. As the year continues they will be present on GovLoop to help you with any Analytics questions you may have. Dr. GovLoop recently caught up with Frank Stein of the Analytics Solution Center at IBM about howRead… Read more »
Moving to the bureaucracy from the world of NGOs, for me, meant serious growing pains. I really, really wanted a job in the public service. I would have eaten glass in sharp, jagged pieces to make my casual position a permanent job — if my manager would’ve asked. I did whatever I was told, evenRead… Read more »
How far along is your agency in implementing the Customer Service Plan mandated in President Obama’s Executive Order 13571 – Streamlining Service Delivery and Improving Customer Service? In my latest blog post, I’ve provided a recommendation for a Short Term Web Measurement plan to help you: Receive customer feedback Evaluate the entire customer experience AnalyzeRead… Read more »