As government leaders, we place a high priority on serving the public well, and rightfully so. But often our customers not only external to our organizations; our customers are often our colleagues in the next office, or in a nearby agency. These internal customers deserve our best customer service, too. What does really great internalRead… Read more »
Located in southeast corner of Phoenix, Arizona, the city of Tempe is home to Arizona State University – and nearly 170,000 residents. To serve these residents, the city provides critical services such as fire, public works and police. And to help departments meet their missions, a centralized IT team supports city services. Looking to improveRead… Read more »
There is no one universal definition for innovation. And innovation takes different forms at every level of government. Even in Kansas City, Missouri, innovation has taken many forms. This past year, the city launched a citizen engagement portal and leveraged open data. The woman spearheading those initiatives is Ashley Hand. She is the City’s Chief InnovationRead… Read more »
In February, the Commence Department opened the Office of Digital Engagement. The idea was simple. Create an office where users can interact with the department on any communication channel. Twitter? Of course. Facebook? You bet. Even Instagram. “This year we put our Secretary on Instagram. She was the first cabinet member to be on Instagram,”Read… Read more »
Back in the late 1890s, Dr. Philip O’Hanlon was asked by his eight-year-old daughter, Virginia O’Hanlon whether Santa Claus really existed. According to the New York Times, O’Hanlon suggested she write to The Sun, a prominent New York City newspaper at the time, assuring her that “If you see it in The Sun, it’s so.” He unwittingly gaveRead… Read more »
I don’t know about you, but I dread explaining my job to my family members back home. And with the holidays just a few weeks away, I know I am going to get asked, “You write about government employees all day? Why? They are just boring bureaucrats.” As I sit at the table, eating myRead… Read more »
Switchboard’s mission is to provide HUD’s citizens, stakeholders, and staff with the tools and channels necessary to interact meaningfully with their government in the following ways: By welcoming and encouraging creative ideation to improve HUD’s programs, policies, and operations, and engaging those interested in the process of putting those ideas into action; By creating avenues of feedback for individuals or organizationsRead… Read more »
Hello, My name is Emily and I am a tad addicted to online shopping. Target, Gap, Pottery Barn – your products are my kryptonite. Yes. I said it. Phew, I feel better now. But I don’t think I am fully to blame for my tendency to click purchase on a new pair of boots or the TaylorRead… Read more »
In your mind, good citizen engagement might not be that important. Sure, your agency tweets and engages occasionally online, but its not a focus or a priority. After all, it can’t really affect anything that you’re doing that much, right? Wrong. According to new data from Forrester Research, bad citizen engagement and poor customer service fromRead… Read more »
As consumers, we expect service, don’t we? When service lessens or is taken away from us altogether, we struggle to comprehend it. As a recent example, I went to the pharmacy the other day and learned that I couldn’t pick up my prescription since the pharmacists were out to lunch. “Who takes lunch anymore?” IRead… Read more »