Doug Taylor, a program director for HighPoint Global, describes the factors agencies should consider when modernizing citizen services.
If customer service is the most important factor when it comes to picking a federal health plan, how can you judge it unless you try it?
Federal agencies strive for online service that matches the private sector, but sometimes private-sector service stinks.
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.
The IRS is rolling out a new way for customers with tax issues to interact with the agency.
The Veterans Affairs Department is mapping out touch points where veterans might interact with the department and collecting feedback from veterans.
For lots of reasons, the federal government trails the private sector when it comes to customer service. Pressing forward on trying to fix this situation, the Partnership for Public Service and Accenture. Mallory Barg Bulman, director of research and evaluation at the Partnership, shares the details on Federal Drive with Tom Temin.
Americans say they’re more satisfied with at least one type of interaction they have with their government. Sheri Petras, CFI Group’s chief executive officer, tells Federal Drive with Tom Temin that people are more satisfied with federal websites.
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.