Kathy Conrad: Agencies need to develop a customer-centered approach

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.