Martha Dorris: Devil’s in the details in customer service

Martha Dorris, former director of Strategic Programs, GSA

For federal agencies, good customer service requires lots of attention to details, technology and process. Agencies also need an understanding of what citizens are seeking. That's according to Martha Dorris, the General Services Administration's former director of Strategic Programs. Dorris retired from the government a few weeks ago, after 34 years. An expert in customer service, she's still at it with a new consulting gig. She filled in Federal Drive with Tom Temin with all the details.