This was originally written as a response to a discussion started by Amy DeWolf in the Citizen Engagement group, and I realized I had not yet posted this information as an independent post. Thanks for bringing this up, Amy, and here’s the information to share. Customer service isn’t only about being friendly. If you areRead… Read more »
As government agencies are continually under the microscope when it comes to the most effective use of taxpayer dollars, it is critical to make sure that all marketing efforts are targeted and offer the most ROI. The editorial team of FedConnects recently connected with Robert Derby, Senior Vice President, Branding and Marketing Communications at SageRead… Read more »
Organizations get feedback from a number of sources – email, social media, word of mouth, even from other employees. There is a strong tenancy to jump into action when a complaint is registered – all in the name of customer service. The urgency and energy spent to respond is almost obsessive in nature – weRead… Read more »
Women veterans are a quickly growing group, with 20% of all new military recruits being female. Recognizing this, the Department of Veterans Affairs is making strides to better serve these returning warriors. Service to America Medal finalist Dr. Patricia Hayes, chief consultant for the Women Veterans Health Strategic HealthCare Group at the VA, spoke withRead… Read more »
This morning I attended GovLoop’s “Re-Imagining Customer Service in Government” conversation and was pleasantly surprised to hear about some of the successes agencies are having addressing President Obama’s April 2011 Executive Order 13571 – “Streamlining Service Delivery and Improving Customer Service“. Chris Dorobek moderated the hour long session which included the following expert facilitators: JoeyRead… Read more »
Just wanted to let everyone know about an event we’re hosting on Friday that may be of interest to the group. Spread the word! Happy Public Service Recognition Week! Cross posted from ed.gov Teachers, firefighters, police officers, government employees, military—day in and day out these public servants work tirelessly for citizens across the country. ToRead… Read more »
Will feds soon be asking their customers if they are satisfied with the service they’ve received? Following the customer service initiatives launched by Gore’s reinventing government team in the 1990s, the federal government has waxed and waned on the importance of customer service in the course of serving the public. With citizen satisfaction with governmentRead… Read more »
Today, I want to throw some kudos to one of my favorite agencies, the General Services Administration (GSA). GSA does great things for the federal government and the American people – including save taxpayer dollars. They provide services to federal agencies. But as important, they coordinate important management efforts across agencies, helping eliminate expensive duplicationRead… Read more »
So is this State Department employee. I’m soooo glad he wrote this op-ed: I work for Uncle Sam, and I’m proud of it He captures exactly the right tone of being proud to serve my country and being tired of being accused of being a lazy sleazeball by politicians of every stripe.
What’s the very best thing you can do for your web customers? Test the usability of your website. Honestly – I can tell you from personal experience – there is no statistic or survey that will tell you as much about how good – or bad – your site is as watching people use it.Read… Read more »