Passport Services also plans on rolling out push notifications for application renewals, as part of its efforts to reduce the burden on customer service phone lines.
The Department of Homeland Security is a diverse collection of agencies performing a variety of tasks, as evidenced by its three nominees for the Service to America Medals.
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.
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.