Tag: customer service | Federal News Network

FILE - In this Nov. 25, 2015 file photo, Transportation Security Administration agents check travelers identifications at a security check point area in Terminal 3 at O'Hare International Airport in Chicago. Fliers who don't have the latest driver's licenses will have a two-year reprieve before their IDs are rejected at airport security checkpoints. Many travelers had been worried that the Transportation Security Administration would penalize them because of a federal law requiring the more-stringent IDs at the start of this year. (AP Photo/Nam Y. Huh, File)

Agencies see success in customer journey maps — now employees are getting their own

Veterans Affairs recently created the first-ever employee journey map, which the Trump administration sees as a potential tool for agencies. Journey maps…

Management

VA shares recipes for success with new customer experience ‘cookbook’ for agencies

Veterans Affairs

How VBA turned customer feedback into new legislation in two weeks

Management

Why federal field offices and their people endure

Federal Report

EEOC lays out 2020 priorities for the agency

Federal Newscast

SSA employees get more time to adjust to upcoming telework cancellation

Workforce

4 ways to improve your customer experience, from agencies already deep in the trenches

Technology

JOLIET, ILLINOIS / UNITED STATES - NOVEMBER 1, 2015: One may apply for social security disability, retirement, and survivor benefits at the Social Security Administration Building in Joliet.

SSA announces hiring freeze at headquarters, regional components

Hiring/Retention

Congress wants more data on citizens’ experiences dealing with government

Federal Drive

Agencies are looking to sure up their customer service but hurdles remain

Federal Drive

Customers rank federal agencies lower than airlines and car rental services

Federal Newscast

OMB’s Weichert: Employee retention may improve with customer experience overhaul

OMB has doubled down efforts to transform customer experience in government as a way to address other top management challenges.

Workforce

artificial intelligence, intelligence community

Many reasons for AI but where does federal government stand?

From depletion of clerical ranks to the need to rev up customer service, federal agencies have a lot of incentives to bring on artificial intelligence.

Federal Drive

Trump admin looks to overhaul Paperwork Reduction Act to ease customer service overhaul

Agency Oversight

Despite the momentum gathering around the Trump administration’s priority around transforming customer service in government, agencies still face challenges getting feedback from the public under the Paperwork Reduction Act (PRA).

Agencies see success in customer journey maps — now employees are getting their own

VA shares recipes for success with new customer experience ‘cookbook’ for agencies

How VBA turned customer feedback into new legislation in two weeks

Why federal field offices and their people endure

EEOC lays out 2020 priorities for the agency

SSA employees get more time to adjust to upcoming telework cancellation

4 ways to improve your customer experience, from agencies already deep in the trenches

SSA announces hiring freeze at headquarters, regional components

Congress wants more data on citizens’ experiences dealing with government

Agencies are looking to sure up their customer service but hurdles remain

Customers rank federal agencies lower than airlines and car rental services

OMB’s Weichert: Employee retention may improve with customer experience overhaul

Many reasons for AI but where does federal government stand?

Trump admin looks to overhaul Paperwork Reduction Act to ease customer service overhaul

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