It all starts in the workplace. With engagement scores at rock bottom throughout the federal government, it is clear that we are not serving our second line customers who happen to be our colleagues very well. This malaise spills over into our interactions with our first line customers.
I’ve read a lot of reports and listened to a lot of customer service/customer experience user experience — you’re supposed to delight the customer. What if I don’t want to be delighted? What if I just want to do whatever and go on to my next task?
Oftentimes customer service is an afterthought for overworked, under-budgeted and underappreciated states. And citizens are obligated to use government services, so why does the experience matter? Why waste the money? It matters, says Illinois Chief Information Officer Hardik Bhatt because, “governments don’t go out of business, but businesses go out of government.” In 2013, IllinoisRead… Read more »
If you think government isn’t in the customer experience business, think again. Every American deals with government on a daily basis – whether you know it or not – which is why improving customer service is paramount. But the government still has a long way to go. The Forrester’s Customer Experience Index (CX Index) hasRead… Read more »
The immediate access to citizen feedback rendered possible by our digital world presents new and faster means for government organizations to improve their services.
This interview is an excerpt from our recent guide, Top Challenges & Solutions From State and Local Governments, which examines 16 case study examples transforming the way government safeguards information and technology. Teens and young adults are often accused of being addicted to their phones, but they are not alone: 90 percent of Americans own aRead… Read more »
The customer is always right. Right? Well, that may not always be correct, but it is a good rule of thumb to follow. However, I think most of us tend to associate this golden rule with the private sector. But now, there seems to be more of a push from the public sector to betterRead… Read more »
For four years, many have been eagerly awaiting cross-agency action on President Obama’s 2011 executive order streamlining service delivery and improving customer service. The U.S. General Services Administration (GSA) recently launched the pilot of Feedback USA to help agencies meet that goal. But, does Feedback USA look like it’s going to be worth the wait? Feedback USA is adding customerRead… Read more »
I represented the agency’s tourism office at the Ohio State Fair this past weekend. What a ride (in a literal and figurative sense). We discussed our strategies and goals to ensure consistent messaging. At the fair, we presented our newest calendar of events, hiking maps, and travel guides. Some tech-savvy users download the app on-site.Read… Read more »
Understanding online behaviour In March, the results of research into how New Zealanders manage their online identity were published by Professor Miriam Lips, the first Professor of E-Government at Victoria University of Wellington. The research revealed some interesting aspects of online behaviour. To start, you’ll want to check out the report, which is titled “KiwisRead… Read more »