customer service

  • From ‘postal’ to productive: How USPS became a leading EEO claims service provider

    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.

  • Compliance without tears

    William D. Eggers, Executive Director of the Deloitte Center for Government Insights, and Greg Pellegrino, a principal with Deloitte Consulting, detail a new approach for improving the business regulatory environment.

  • For one last time, Obama says ‘thank you’ to federal workforce

    President Barack Obama and senior administration leaders celebrated the achievements from the federal workforce over the past eight years. In his final days in office, Obama asked federal employees to think back to the moment they decided to join public service and encouraged them to continue their work as his administration leaves and another takes its place.

  • Mallory Barg Bulman: Hiring your way to improved customer service

    Agencies wanting to improve customer service should hire front-line people who are good at customer service. No mystery there. But to support those people, you really need to have a much deeper orientation toward good service delivery. Mallory Barg Bulman, director of research at the Partnership for Public Service, joins Federal Drive with Tom Temin with advice for how to do that.

  • OPM Retirement Services has 1 customer service rep for every 27K annuitants

    Roughly 540,000 of the 1.9 million calls the Office of Personnel Management’s Retirement Services received from federal annuitants in fiscal 2015 were abandoned, OPM’s inspector general found. The IG also said Retirement Services is not meeting its goal to process all written inquires within 60 days or less.

  • Agencies turning to ‘customer journey maps’ to tackle service woes

    As more agencies begin to take a closer look at their customer service operations, some organizations, such as the Veterans Affairs Department and the Smithsonian Institution, are developing “customer journey maps” to better respond to consumer feedback and needs.

  • Rick Parrish: Federal agencies need lesson in customer experience

    For your constituents, customer experience is like bliss when it’s excellent, and hell on earth when it’s lousy. One new piece of research says federal agencies fail at customer experience. One reason is they ignore the important ingredients that go into good customer experience. Joining the Federal Drive with more, Rick Parrish, principal government customer experience analyst at Forrester Research.

  • Mallory Barg Bulman: Learning from agency customer service reviews

    Nothing can be more irritating and, at the same time, useful as unvarnished customer feedback. With the summer travel season over, citizens are taking to the internet to vent about experiences they’ve had at airports, in passport lines, or visiting national parks. Smart managers are seeing bad reports as good thing. Joining Federal Drive with Tom Temin with more, Mallory Barg Bulman, research director at the Partnership for Public Service.

  • Mallory Barg Bulman: Improving Education Department’s customer service

    If you’re going to nationalize what was once in the private sector, you should at least give good customer service. That’s what the Education Department is trying to do with the college student loan program with its complicated rules and procedures. Mallory Barg Bulman, director of research at the Partnership for Public Service, joins Federal Drive with Tom Temin to offer her insight.

  • 6 steps to align agencies to citizen experience

    Josh Plaskoff, PhD, the director of learning and technology service development for HighPoint Global, offers six steps to improving your agency’s customer experience.