Kathy Conrad, director of digital government at Accenture Federal Services and former citizen services executive at the General Services Administration, shared some strategies for improving the situation.
An analysis by Federal News Radio found only a handful of agencies are expected to receive funding to create digital services offices next year, but that may not be a sign of doom for this effort.
A new report on customer service details gap between agencies’ and citizens’ perceptions, and challenges to improvement.
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.
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.
As the deputy associate administrator in the General Services Administration’s Office of Citizen Services and Innovative Technologies, Conrad oversaw the development of key initiatives including the cloud security standard and Data.gov.
Agencies are struggling in how they describe the requirement for cloud services to meet the Federal Risk Authorization and Management Program cyber standards. The FedRAMP program management office details programmatic goals for 2015, including new metrics to determine governmentwide uptake of the standards.
Customer service initiatives are popping up all across government. Many them are based in customer service work the General Services Administration does in the Office of Citizen Services and Innovative Technologies. Kathy Conrad is acting Associate Administrator at GSA’s OCSIT, and was at the Executive Leadership Conference in Williamsburg, Virginia. On In Depth with Francis Rose, she explained how she’ll take home lessons learned and put them to work at her agency.
FedRAMP is reviewing six applications from vendors and plans on awarding at least three with the authority to operate by the end of the year. GSA’s Kathy Conrad said a survey identified more than 80 opportunities for cloud services. GSA to hold FedRAMP webinar tomorrow.
Ms. Conrad is the primary advisor to the OCSIT Associate Administrator on citizen services/engagement and innovative technology programs and strategic direction