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On Air: Federal News Network
customer service
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The White House proposed in its 2016 budget request to Congress that lawmakers approve the interagency transfer of money to pay for long-term progress against the 17 cross-agency objectives.
February 03, 2015 -
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A new report from the American Customer Satisfaction Index says that Americans' satisfaction with the services they receive from the federal government continue to decline. In addition, the public, by and large, is more satisfied with the services it receives in the private sector.
January 27, 2015 -
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The massive reorganization the Veterans Affairs Department has unveiled begins with a simple premise: everyone should work from the same starting point. VA said it has now created a single map made up of five regions that the Veterans Health Administration, the Veterans Benefits Administration, the National Cemetery Administration and several other offices will work from instead of the nine separate regional maps that existed previously.
January 26, 2015 -
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Federal Drive host Tom Temin explores the notion of government services being equal to what people get from the private sector.
December 22, 2014 -
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The President's Management Agenda includes a big customer service component. Deputy Director for Management at OMB, Beth Cobert, details how she expects your agency to improve its customer service experience. Rick Parrish, senior analyst serving Customer Experience Professionals at Forrester, tells In Depth with Francis Rose what to expect in the year ahead.
November 14, 2014 -
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The administration is establishing cost and quality benchmarks for administrative operations, such as human resources, finance, acquisition, and IT. After initial doubts, agencies see benefits from understanding how much they are paying for specific functions and how much others are paying for comparable jobs.
November 14, 2014 -
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The reorganization at the Veterans Affairs Department is a rebranding effort in many ways. VA Secretary Bob McDonald will hire a chief customer service officer to try to reverse an image of poor quality care for its customers. Kim Hayes, CEO and co-founder of Ambit Group, is also a finalist for Executive of Year at the 2014 GovCon awards. She tells In Depth with Francis Rose about Ambit Group's data-centric approach to agency reorganization.
November 13, 2014 -
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It may seem like a leap to go from Army sniper to a career helping federal agencies deliver great online customer service and software development practices. But that's the story of Randy Tharp. He's a wounded warrior of two tours of duty in Iraq, and he's also had two tours of duty as a federal civilian employee before heading to the Five 9 Group. Tom Temin spoke to Tharp on the Federal Drive.
November 11, 2014 -
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The General Services Administration is using new data to enhance its customer service. At the National Contract Management Association's 33rd annual Government Contract Management Symposium, GSA Senior Procurement Executive Jeff Koses spoke with Federal News Radio Executive Editor Jason Miller about the agency's recent survey results and the improved vendor interactions the data is pointing them toward.
November 03, 2014 -
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Veterans Affairs Secretary Bob McDonald has pledged to put veterans first at the department. Maureen Ellenberger is one of his warriors in the battle. As director of veterans relationship management at the Veterans Benefits Administration, she is trying to standardize the customer service that veterans receive and make sure their experiences are positive.
September 09, 2014 -
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The Partnership for Public Service and Accenture pinpoint why the federal government lags behind even airlines and cable TV providers when it comes to customer service. A lack of collaboration among agencies, security and privacy concerns, and the congressional appropriations process present big but surmountable challenges, the organizations say in a new report.
September 08, 2014 -
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The Office of Management and Budget revealed its plans to speed up transactions and services.
July 02, 2014 -
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Jerry Williams, the CIO of FSA, said he's reorganizing his office to establish customer service representatives to help the mission areas use IT more successfully. April 10, 2014
April 10, 2014 -
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On this week's show, Patrick Gookin, director of the DoD Inspector General Hotline, spends the full hour with Federal News Radio's Jared Serbu to talk about wny the hotline's staff is now spending more time on its core mission.
March 05, 2014
