customer experience
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The Environmental Protection Agency received one of the inaugural Citizen Champions of Change awards for its customer service efforts.
May 03, 2018 -
A new bill in Congress, the Federal Agency Customer Experience Act, would let agencies collect data and solicit feedback.
November 29, 2017 -
Research, use of multiple communications channels and a touch of artificial intelligence: those are three strategies federal agencies have used to improve customer experience.
October 18, 2017 -
Surveys and feedback are a key part of the Veterans Affairs Department's customer experience strategy and its plan to expand telehealth services.
August 31, 2017 -
How does an agency improve customer experience while simultaneously dealing with a shrinking budget, a smaller workforce and maybe even a hiring freeze?
July 13, 2017 -
The Trump administration is calling on agencies to find new ways to improve services to citizens, including an overhaul of digital services. That's where the Federal Agency Customer Experience Act of 2017 comes in. Mallory Barg Bulman, vice president for research and evaluation at the Partnership for Public Service, spoke on Federal Drive with Tom Temin about how things are adding up.
May 17, 2017 -
United provides a lesson learned in sub-optimal customer experience.
April 12, 2017 -
John Loughlin, the director of business insights at HighPoint Global, offers a how-to guide to tame the metrics beast.
March 20, 2017 -
The U.S. Postal Service is turning around its reputation — from the agency whose employees managed to coin the phrase "going postal," to an organization that now quickly processes equal employment opportunity complaints. USPS is offering those services to other agencies.
March 09, 2017 -
William D. Eggers, Executive Director of the Deloitte Center for Government Insights, and Greg Pellegrino, a principal with Deloitte Consulting, detail a new approach for improving the business regulatory environment.
January 26, 2017 -
Deloitte’s Greg Pellegrino and William D. Eggers provide examples of how agencies are improving citizen services.
November 29, 2016 -
The new holy grail for federal agencies is great customer experience. Taking their clues from the private sector, agencies are figuring out how digital and actual offerings can work together to produce satisfied citizens. Mallory Barg Bulman, director of research at the Partnership for Public Service, tells Federal Drive with Tom Temin about how the Veterans Affairs Department efforts in improving customer experience.
November 02, 2016 -
The government has made progress in the last 15 years, but it's nowhere near a fully digital model.
October 26, 2016 -
As more agencies begin to take a closer look at their customer service operations, some organizations, such as the Veterans Affairs Department and the Smithsonian Institution, are developing "customer journey maps" to better respond to consumer feedback and needs.
September 21, 2016 -
Dawn Leaf, the Labor Department’s chief information officer, is retiring after more than 17 years in government, while MaryAnn Monroe, the director of customer experience and chief of staff for public experience/USAGov in GSA’s Technology Transformation Service is leaving the government to join the private sector.
September 12, 2016