MaryAnn Monroe, director of customer experience for HighPoint Global, explains how the new President’s Management Agenda is helping agencies better meet citizens’ needs.
The federal government is chock full of chief information officers, chief financial officers and chief human capital officers. But as it stands, there are only a handful of chief customer officers
Compared to the private sector, the federal government, as a whole, ranks down toward the bottom of a new customer service scorecard.
Following the release of the President’s Management Agenda, the Trump administration is relaunching the Federal Customer Service Awards program the Obama administration began in 2015.
The Environmental Protection Agency received one of the inaugural Citizen Champions of Change awards for its customer service efforts.
A new bill in Congress, the Federal Agency Customer Experience Act, would let agencies collect data and solicit feedback.
Research, use of multiple communications channels and a touch of artificial intelligence: those are three strategies federal agencies have used to improve customer experience.
Surveys and feedback are a key part of the Veterans Affairs Department’s customer experience strategy and its plan to expand telehealth services.
How does an agency improve customer experience while simultaneously dealing with a shrinking budget, a smaller workforce and maybe even a hiring freeze?
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.