OMB released customer service guidance to agencies earlier this week but it was lost in the hoopla over the announcement of Obama’s new Campaign to Cut Waste, starting with cuts in the number of federal websites. Six weeks ago, President Obama signed an executive order, “Streamlining Service Delivery and Improving Customer Service,” directing agencies toRead… Read more »
Lawrence Eagleburger, the only career FSO to serve as Secretary of State, died this past Saturday. I served in the Department during the time Mr. Eagleburger was Deputy Secretary, at the time the highest post in the Department a career diplomat could aspire to. I remember him for his unwavering support for those below himRead… Read more »
Of the organizations that have written expectations and standard operating procedures for contacting customers (which most don’t), the vast majority focus only on full-time permanent staff. This is a BIG hole in the impressions you make on your customers. Volunteers, part-time, and seasonal people represent your organization too. They form just as much of anRead… Read more »
Good refresher on how to move from product-centric to customer-centric: www.perfectcustomerexperience.com/2011/04/3081
Customer service is about to become an annual performance goal for each federal department. First, there was last week’s presidential order on customer service. Then the Office of Management and Budget began pushing along compliance with the Government Performance and Results Act (GPRA) Modernization Act of 2010, which calls for agencies to measure customer service.Read… Read more »
They say a picture is worth a thousand words…but there are not enough words to describe how wonderful it was to run this race in the company of friends and for the benefit of so many who are facing great adversity. Well you met the team in “Govies Gettin Dirty for a Cause: Part I“.Read… Read more »
Last night was such a great night for public service! A night of celebrating those who serve…and I even got my picture taken with the GEICO Gecko! The 31st Annual GEICO Public Service Awards brought feds together to celebrate incredible achievements in public service, honoring 5 truly incredible federal workers from across the country. TheRead… Read more »
This week is celebrating two large groups of government employees: Municipal Clerks and all of those in Public Service. Public Service Recognition Week About: Public Service Recognition Week (PSRW) is hosted annually by the Partnership for Public Service and the Public Employees Roundtable. Their website has a “Celebration Toolkit” and an “Events” page to helpRead… Read more »
There is no better time than this week, the congressionally designated Public Service Recognition Week (PSRW), to spread a message of praise, reenergize the workforce and perhaps even issue a challenge to forge ahead to make government work better on behalf of the American people. It is critically important for you as a federal leaderRead… Read more »
https://www.govloop.com/group/citizenengagement/forum/topic/show?id=1154385%3ATopic%3A1394155&xg_source=msg A new Executive Order to improve customer satisfaction was issued yesterday. This is great news – for our customers and for ourselves! Not only will this improve access to accurate and prompt information for our customers, it’ll make our jobs as internal customers easy too! When we talk about improving service, lots of peopleRead… Read more »