Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
Senator Tom Coburn is retiring in a few weeks, but he leaves behind a legislative legacy of attempting to create more coherency and transparency about what the federal government does. Senator Coburn has long campaigned against the seeming incomprehensibility of the federal government’s many programs. He sponsored two pieces of legislation in 2010 to addressRead… Read more »
OMB released a refreshed list of cross-agency priority goals for the remainder of the Obama Administration. There are 15 goals, seven mission-related and eight management-related. Only three carry over from the previous set of commitments. Following are edited excerpts from Performance.gov. Cross-Agency Priority goals address the longstanding challenge of tackling horizontal problems across vertical organizationalRead… Read more »