Most federal executives realize that their customer service may be lacking – at least in the eyes of American citizens. A new study called “Citizen Engagement and Service in the Federal Space” shows that nearly all federal executives believe the government should be responsive to citizens, but less than half believe they’re meeting that expectation. Melissa Hardt is director of public sector marketing with Right Now Technologies. Bryan Klopack is the Director of Research for the Government Business Council. They explain how the survey was conducted, and how federal executives can use the results.

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