customer service
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The Transportation Security Administration and the State Department's Passport Office have two things in common. They both interact with citizens when they're traveling, and they both have had customer service problems. But, they've made efforts to improve. Mallory Barg Bulman, research director at the Partnership for Public Service, joins Federal Drive with Tom Temin with more
July 13, 2016 -
For immigrants hoping to apply for residency or become citizens, working with U.S. Citizenship and Immigration Services is among their earliest first encounters with the federal government. Mariela Melero, associate director for Customer Service and Public Engagement for USCIS, is a finalist in the Service to America Medals program. On Federal Drive with Tom Temin, Melero tells Federal News Radio's Eric White how she helps improve engagement with a highly diverse customer base. View a photo gallery of Sammies finalists.
June 17, 2016 -
Rep. Henry Cuellar (D-Texas) said agencies are too selective about what they choose to include or omit in their progress reports on customer service. Instead, agencies should challenge themselves and begin holding themselves to higher performance standards, he added.
June 08, 2016 -
Now that the main tax filing season is in the books, the Internal Revenue Service is regrouping and looking for ways it can improve customer service. The Partnership for Public Service has done research into what it takes to improve customer service. Mallory Barg Bulman, research director at the Partnership, shares insight on Federal Drive with Tom Temin.
April 20, 2016 -
Applicants, especially students, want jobs they're excited about and will enjoy doing, and they want to be nicely compensated for it. Well, duh.
April 11, 2016 -
The new Core Federal Services Council was set up to ensure customer service provided by federal agencies continues to improve. Martha Dorris, of Dorris Consulting International and former General Services Administration executive, joins Federal Drive with Tom Temin to talk about state-of-the-art customer service.
April 07, 2016 -
The step forward now for the federal government is integrating the experiences people have whether they "visit" online or in person, or maybe on the telephone. Corporations have struggled here.
April 05, 2016 -
Recent research shows a mismatch between what federal managers think and what constituents think when it comes to customer service. Bob Tobias, founder of the Key Leadership Program at American University, shares his insight on Federal Drive with Tom Temin.
March 10, 2016 -
A new report on customer service details gap between agencies' and citizens' perceptions, and challenges to improvement.
February 24, 2016 -
A report from the Partnership for Public Service and Accenture Federal Services found that data, governance, communication and engagement, and workforce management are the biggest challenges for government agencies trying to improve customer service.
February 23, 2016 -
Charles Dickens might have described federal customer service as the best and worst. When it's good it ranks up with the best in the private sector. But too often, federal customer service is terrible. Now the Partnership for Public Service and Accenture Federal Services team up to help. They polled agencies with high transaction volumes to discover whether agency managers consider themselves on board with a customer centered approach. Kathy Conrad, director of Digital Government at Accenture, joins Federal Drive with Tom Temin with more detail.
February 23, 2016 -
IRS Commissioner John Koskinen said the extra $290 million it got from Congress this year will help the agency improve customer service and identity theft and cybersecurity protections during the upcoming tax filing season. But it still doesn't have enough resources to improve other aspects of the agency's operations.
January 14, 2016 -
Adriane Burton, the Health Resources and Services Administration’s chief information officer, said she is using data analytics tools to better understand the agency’s business needs.
January 08, 2016 -
The Office of Management and Budget has been pushing federal agencies to improve customer service, whether online or in-person. But one group has been pushing better service for years. The Government Customer Contact Services Community of Practice was founded by Daryl Covey. A Weather Service executive with 38 years of federal service, Covey tells Federal Drive with Tom Temin what the Community of Practice is all about.
December 02, 2015 -
For federal agencies, good customer service requires lots of attention to details, technology and process. Agencies also need an understanding of what citizens are seeking. That's according to Martha Dorris, the General Services Administration's former director of Strategic Programs. Dorris retired from the government a few weeks ago, after 34 years. An expert in customer service, she's still at it with a new consulting gig. She filled in Federal Drive with Tom Temin with all the details.
November 20, 2015