Written by Stacia Aylward and Stephanie Spence Diamond The Zelos team recently had the immense pleasure of collaborating with Steve Ressler, Founder and President of GovLoop, in executing his vision to engage participants in an energetic way at the 2013 Next Generation of Government Summit. Steve said something like, “let’s have something in the hallwayRead… Read more »
Customer service is a core function of government, yet 60 percent of government executives describe citizens’ attitudes toward government as “frustrated,” according to a recent Government Business Council survey. One way to improve the reputation of your organization is to empower frontline employees so they can provide better customer service. Excellent customer service is aRead… Read more »
I often hear about different tactics to improve customer service, some are good ideas and some not as good. This isn’t to say every idea isn’t worth exploring but rather, successful customer service comes from one core thought: Customer service starts with understanding the customer. So we asked, and we listened carefully. We understand thatRead… Read more »
For government managers faced with restrained budgets, hiring freezes, and new mandates, the pressure to do more with existing resources has gained widespread traction. “Wrong” is a bit of an overstatement, but for one government leader, the notion of “doing more with less” misses a central point. Last week, Rafael Borras, Under Secretary for ManagementRead… Read more »
“To optimize both your market share and your margins, you must provide customers with consistent, compelling experiences—before, during, and after their purchases—across all channels.” – Oracle, Seven Power Lessons for Customer Experience Leaders With the increasing use of social media, it is more important than ever for organizations, both public and private, to provide theirRead… Read more »
by Skip Liesegang, Vice President, Partners, Programs, and Alliances. What is going to have real impact on your future channel success? Here are a few things I’m seeing that could impact the Channel particularly in the public sector markets: Will the continued movement to Software as a Service (SaaS) or subscription based services affect yourRead… Read more »
The U.S. Postal Service has asked Congress for $624 million to replace 11 percent of its automobiles, GovExec reported Tuesday. Mark Saunders, a USPS spokesman, told GovExec the request is preliminary at this juncture and must go through other prioritization processes before approval. Eric Katz reports the agency expects to spend $3 million for vehiclesRead… Read more »
Yesterday, GovLoop and Oracle presented a webinar on current customer service strategies in government. Widely discussed in the business realm, customer service is becoming a key focus area in government. Agencies are increasingly looking to customer service strategies via social media, mobile apps, call centers, and various other mediums to engage citizens and fill gapsRead… Read more »
This article was originally published on the University of North Carolina at Chapel Hill’s online public administration program blog, Inside the MPA@UNC. — During the week of May 5, the Partnership for Public Service hosts Public Service Recognition Week. The event celebrates the work of our nation’s public servants and also educates the public onRead… Read more »
It sucks to be in the federal gov’t right now, at least on paper. Furloughs and pay freezes, lousy public attitudes towards people who’ve dedicated themselves to helping others, helplessly watching as political battles rage, etc. As for the public (as a whole, not individual people), they’ll never fully appreciate us or how hard weRead… Read more »