customer service

The Social Security Administration said Friday it would delay the end of its telework program by two additional weeks to give operations employees more time to adjust to the policy changes.

Embracing culture change and appointing a senior leader to develop and manage a organizational roadmap are among the ways agencies can improve their customer experiences, according to a new report from the Partnership for Public Service and Accenture Federal Services.

The Social Security Administration is implementing a hiring freeze at headquarters and regional office components to focus more resources on public-facing customer services, Commissioner Andrew Saul told employees.

Last week, the Senate passed the Federal Agency Customer Experience Act, which would make it easier for agencies to gather voluntary customer feedback.

Professor Bob Tobias joined Federal Drive to explain how agencies can improve their customer service but it better services starts in-house.

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.

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

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.

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).

CPB hasn’t rested on its laurels with Global Entry and trying to speed up Customs declarations and passport control.