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4:47 am, September 21, 2014

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Search Tags:  customer service

VA customer-service warriors on mission to streamline veterans' needs

Veterans Affairs Secretary Bob McDonald has pledged to put veterans first at the department. Maureen Ellenberger is one of his warriors in the battle. As director of veterans relationship management at the Veterans Benefits Administration, she is trying to standardize the customer service that veterans receive and make sure their experiences are positive.

Tags: Veterans Affairs Department , Maureen Ellenberger , e-government , Emily Kopp , VBA

Tuesday - 09/09/2014, 03:02pm EDT

Report: Federal customer service doesn't have to stink

The Partnership for Public Service and Accenture pinpoint why the federal government lags behind even airlines and cable TV providers when it comes to customer service. A lack of collaboration among agencies, security and privacy concerns, and the congressional appropriations process present big but surmountable challenges, the organizations say in a new report.

Tags: Partnership for Public Service , Accenture , Emily Kopp , e-government

Monday - 09/08/2014, 06:03pm EDT

OMB to reward employees who receive positive customer service reviews

The Office of Management and Budget revealed its plans to speed up transactions and services.

Tags: OMB , SSA , Cross Agency Goals , Performance.gov , Ariel Levin-Waldman , management ,

Wednesday - 07/02/2014, 12:37pm EDT

Federal Student Aid shifting toward a customer-centric approach to IT

Jerry Williams, the CIO of FSA, said he's reorganizing his office to establish customer service representatives to help the mission areas use IT more successfully.
April 10, 2014

Tags: technology , Jerry Williams , Federal Student Aid , education , Dell Federal , contracting , virtual data center , ITIL , COBIT , IT management , Ask the CIO , Jason Miller

Thursday - 04/10/2014, 01:54pm EDT
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On DoD: Defense's inspector general hotline

On this week's show, Patrick Gookin, director of the DoD Inspector General Hotline, spends the full hour with Federal News Radio's Jared Serbu to talk about wny the hotline's staff is now spending more time on its core mission.

Tags: Patrick Gookin , DoD , inspector general , fraud, waste and abuse , On DoD , Jared Serbu

Wednesday - 03/05/2014, 01:36pm EST
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House wants to beef up agency customer service

Legislation aimed at improving response times and customer service across government agencies passed the House Wednesday.

Tags: Congress , Henry Cuellar , Mark Warner , Ron Johnson , OPM , OMB , Performance Improvement Officers , Melissa Dawkins

Thursday - 08/01/2013, 07:48am EDT

Feds improve customer service through data analysis

While government IT resources are shrinking, a dire need for improvements with customer interaction will be key to agencies survival.

Tags: management , mobile , web , ForeSee , e-government , BusinessUSA.gov , Federal Student Aid , Education Department , Dave Lewan , Mindy Chiat , Efrain Gonzalez , Government Executive magazine , Taeja Smith

Wednesday - 06/27/2012, 12:01pm EDT

Bill makes customer service part of feds' evaluations

The provision is one of many in a new bill passed out of a House committee last week to boost customer service at federal agencies. The Federal Customer Service Enhancement Act or H.R. 538 would direct the Office of Management and Budget to set customer service standards and name someone to be a customer relations representative at each agency.

Tags: Henry Cuellar , House , House Committee on Oversight and Government Reform , GPRA Modernization , Federal Drive , workforce , management

Monday - 04/23/2012, 10:38am EDT
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How does State's online-service strategy handle security?

Brenda Sprague, the deputy assistant secretary for Passport Services at the State Department, joined In Depth with Francis Rose to discuss a new pilot program allowing people to apply for passport cards online.

Tags: State Department , technology , In Depth , Francis Rose , Brenda Sprague

Thursday - 01/26/2012, 05:10pm EST
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Report: Citizen satisfaction with federal services slightly up in 2011

Satisfaction went up 2.3 percent in 2011, according to the American Customer Satisfaction Index released today by Foresee. The bump comes after a decrease of 4.8 percent between 2009 and 2010.

Tags: Forrest Morgesson , ForeSee , ASCI , management , IRS , TSA , DHS , Treasury , DoD , State , Federal Drive

Thursday - 01/19/2012, 08:47am EST
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