For lots of reasons, the federal government trails the private sector when it comes to customer service. Pressing forward on trying to fix this situation, the Partnership for Public Service and Accenture. Mallory Barg Bulman, director of research and evaluation at the Partnership, shares the details on Federal Drive with Tom Temin.
Americans say they’re more satisfied with at least one type of interaction they have with their government. Sheri Petras, CFI Group’s chief executive officer, tells Federal Drive with Tom Temin that people are more satisfied with federal websites.
The U.S. Postal Service is turning around its reputation — from the agency whose employees managed to coin the phrase “going postal,” to an organization that now quickly processes equal employment opportunity complaints. USPS is offering those services to other agencies.
William D. Eggers, Executive Director of the Deloitte Center for Government Insights, and Greg Pellegrino, a principal with Deloitte Consulting, detail a new approach for improving the business regulatory environment.
President Barack Obama and senior administration leaders celebrated the achievements from the federal workforce over the past eight years. In his final days in office, Obama asked federal employees to think back to the moment they decided to join public service and encouraged them to continue their work as his administration leaves and another takes its place.
Agencies wanting to improve customer service should hire front-line people who are good at customer service. No mystery there. But to support those people, you really need to have a much deeper orientation toward good service delivery. Mallory Barg Bulman, director of research at the Partnership for Public Service, joins Federal Drive with Tom Temin with advice for how to do that.
Roughly 540,000 of the 1.9 million calls the Office of Personnel Management’s Retirement Services received from federal annuitants in fiscal 2015 were abandoned, OPM’s inspector general found. The IG also said Retirement Services is not meeting its goal to process all written inquires within 60 days or less.
As more agencies begin to take a closer look at their customer service operations, some organizations, such as the Veterans Affairs Department and the Smithsonian Institution, are developing “customer journey maps” to better respond to consumer feedback and needs.
For your constituents, customer experience is like bliss when it’s excellent, and hell on earth when it’s lousy. One new piece of research says federal agencies fail at customer experience. One reason is they ignore the important ingredients that go into good customer experience. Joining the Federal Drive with more, Rick Parrish, principal government customer experience analyst at Forrester Research.
Nothing can be more irritating and, at the same time, useful as unvarnished customer feedback. With the summer travel season over, citizens are taking to the internet to vent about experiences they’ve had at airports, in passport lines, or visiting national parks. Smart managers are seeing bad reports as good thing. Joining Federal Drive with Tom Temin with more, Mallory Barg Bulman, research director at the Partnership for Public Service.
If you’re going to nationalize what was once in the private sector, you should at least give good customer service. That’s what the Education Department is trying to do with the college student loan program with its complicated rules and procedures. Mallory Barg Bulman, director of research at the Partnership for Public Service, joins Federal Drive with Tom Temin to offer her insight.
Josh Plaskoff, PhD, the director of learning and technology service development for HighPoint Global, offers six steps to improving your agency’s customer experience.
The Transportation Security Administration and the State Department’s Passport Office have two things in common. They both interact with citizens when they’re traveling, and they both have had customer service problems. But, they’ve made efforts to improve. Mallory Barg Bulman, research director at the Partnership for Public Service, joins Federal Drive with Tom Temin with more
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.
Rep. Henry Cuellar (D-Texas) said agencies are too selective about what they choose to include or omit in their progress reports on customer service. Instead, agencies should challenge themselves and begin holding themselves to higher performance standards, he added.