More than two dozen public-facing program offices have released new data on their annual workloads and are looking at ways to transform their approach to customer service through long-term strategies.
Agencies are expecting to see improvements across the board when it comes to customer service over the next year. The reason for such optimism comes from a growing understanding of what it takes to provide exceptional customer service.
In today’s Federal Newscast, according to new numbers from market research company Forrester, the federal government as a whole was ranked lower than airlines, car rental services, and health care providers.
More agencies should consider the tried-and-true focus group.
Under the IDEA Act, agency officials see a clearer path forward on making .gov websites more user-friendly.
Engineers have long had tools such as computer-aided design and a lot of vendors provide CAD modeling software. But ARPA-E is going beyond that.
Lee Becker, the chief of staff of VA’s Veterans Experience Office, said winning a Service to Citizens Award shows just how far the agency has come over the past five years, and how much more work there is to do to earn the trust of veterans.
Members of the House Ways and Means Committee and IRS watchdogs have expressed concerns about the size of the agency’s tax gap — hundreds of billions of dollars that go uncollected each year — but disagree how best to close the gap.
OMB has doubled down efforts to transform customer experience in government as a way to address other top management challenges.
The departments of the Air Force, Education and Homeland Security are all in the process of transitioning public facing functions into digital applications. Each has a broad customer base with very specific needs that need to be taken into account to provide a good customer experience.