Posts Tagged: service

Power Tools of Government

What are the major levers for driving changes in government agencies? Traditional tools are statutory changes, budgetary controls, and executive orders. But one that seasoned government executives will use to drive change is control over delegations of authority. A recent report by the Partnership for Public Service on how several federal agencies created shared serviceRead… Read more »

Government Customer Satisfaction Levels Leave Room for Improvement

Last week, the Federal Consulting Group (FCG) hosted the 2014 Government Customer Satisfaction Forum. The program was jam-packed with public sector and private sector experts, including: Ross Smith from the Office of Technology for the Veterans Administration spoke on his efforts to increase satisfaction of different tech-related interactions Dr. Forrest Morgeson with the American CustomerRead… Read more »

Innovation Australian-Style

Innovation seems to be a big deal in governments around the world. But the Australian Public Service developed a formal action plan for innovation in 2011 and is rolling out a series of initiatives that are building the use of innovation into the government’s institutional framework. The current edition of The Public Manager describes theRead… Read more »

Getting More Revenue: UK’s HM Revenue & Customs Case Study

At this year’s UK digital communications event, “Reaching More People: Transforming Public Service Delivery with Collaborative Communications”, staff from HM Revenue and Customs (HMRC), the UK’s tax authority (think IRS for the UK), spoke about their agency’s efforts to reach more people in a more effective way in their presentation, “Central Government Success Story: HMRC”.Read… Read more »

Millenials, Lego, and the Perimeter of Ignorance

Every time I read an article about Gen Y or Millenials I run it through this litmus test: throughout the text, can you replace “Millenial” with “employee” with no loss of meaning? “[Employees] want meaningful work, they want to do things that are making an impact and if they’re not in a good environment whereRead… Read more »

2014 Customer Service Culture

Business leaders have to create an environment that motivates employees to want to take care of customers. A strong company culture is now one of the key criteria for employees when choosing where they want to work. Once employees join your organization, your company culture will have a direct impact on how they work forRead… Read more »

SES Job Opening – Associate Director of Administration

The Court Services and Offender Supervision Agency for the District of Columbia (CSOSA) has an opening for an Associate Director of Administration. This position heads the Office of Administration, which is responsible for managing Agency acquisitions, and directing CSOSA’s facilities and security programs. Many of CSOSA’s programs are evolving, requiring the incumbent to develop precedent-settingRead… Read more »

IT Service Management in 2014: One Size Does Not Fit All

Every year, organizations assess their inefficiencies and find outstanding problems from the previous year as well as determine where there is room for improvement in the next year. As 2013 has recently passed, many organizations have reviewed their previous glitches and find that their IT Service Management (ITSM) processes need to be improved. The advancementsRead… Read more »

Service Desk Software Helps the Developmentally Disabled in the Buckeye State

Government agencies are ditching their old habits and implementing new service desk software in hopes of more cost effective solutions to consolidate and optimize their help desk. The Department of Developmental Disabilities (DODD) based in Ohio, “The Buckeye State” was established to maintain applications for roughly 2,000 employees and provide customer support for over 10,000Read… Read more »

6 Ways IT Service Management Can Change Your Organization

Businesses are always evolving, and through their evolution and expansion technology becomes obsolete and organizations find themselves needing an upgrade. As a customer base grows the need for technology grows greater. Most organizations spend thousands of dollars attaining and upgrading to the most current technology, but still have many problems implementing their new technology toRead… Read more »