Starbucks calls its employees “partners.” Disney has “cast members.” The Ritz-Carlton has “ladies and gentlemen.” The VA’s new Chief Veterans Experience Officer Tom Allin says the department also needs to see its workers in a new light.
The Veterans Affairs Department launches Vets.gov, a digital doorway to help organize online resources for veterans.
It’s good that efforts to improve customer service are revisited periodically. Technology and expectations change. Too bad the government has to lurch from crisis to crisis to get with it, though.
Exclusive: The Veterans Affairs Department Secretary’s idea to create “Veterans.gov” is so good, the Labor Department already did it.
The Office of Management and Budget has told agencies to rethink the ways in which they interact with the public and undertake a more customer-focused approach to the citizens they serve. The General Services Administration says it’s here to help.
The Department of Veterans Affairs says it’s trying to become a customer focused organization, with programs built more around input from veterans themselves and less by the whims of Washington policymakers. Federal News Radio’s Jared Serbu reports VA is starting with the fundamentals – like figuring out who those customers are.
It really was that bad. The National Taxpayer Advocate has confirmed in a new report what the IRS long warned about: Taxpayers can forget about getting help from the agency amid budget cuts and staff shortages.
Abby Herriman, senior vice president for HighPoint Global, says transforming how agencies serve their customers starts with more effective use of technology and more efficient processes.
The new “federal feedback button” is the White House’s latest attempt to boost agencies’ interactions with Americans and enhance their level of customer service.
Beginning next month, agencies can begin honoring certain front-line employees through the administration’s new Federal Customer Service Awards Program.