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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
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
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
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
Federal websites suffering from lack of consistency, standards
New report from the .gov Reform Task Force shows agencies run more than 440 inactive websites, few measure performance consistently and there are few standards for how to design the sites. In the survey of the 56 largest agencies, the task force found Treasury has the most domains and NASA has the most public facing websites.
Tags: technology , management , OMB , GSA , .gov Reform Task Force , websites , Jason Miller , NASA , Treasury
GSA's Johnson wants more customer intimacy
New administrator details how GSA can increase its support of its customer agencies and therefore increase the agency's sales. Johnson wants GSA to be the "big engine that will" through innovation and having a better understanding of how it can meet its customers' missions.
Tags: contracting , mngt , Martha Johnson , GSA , TechAmerica , Assisted acquisition services
Demands increase, resources decline at IRS
Taxpayer Advocate Nina Olson concludes that the IRS "is subject to three diverging forces - increased responsibility for non-core tax administration duties, increasing demand for taxpayer service (including telephone assistance) and declining resources to meet that demand, and collection policies that mask a laissez faire attitude toward taxpayer harm under the guise of ‘efficiency.'"
Tags: IRS , mngt , Nina Olson , contracting , outsourcing
DoT's Patillo moving to VA
Jackie Patillo will focus on how VA delivers technology to its internal customers. She has been with Transportation since 2005 as the deputy CIO.
Tags: technology , management , Jackie Patillo , Roger Baker , DOT , VA , Jason Miller
How to boost agency call center performance
Martha Dorris, deputy associate administrator at the Office of Citizen Services and Innovative Technologies at General Services Administration, shared some ideas from last month's GSA conference.
Tags: Martha Dorris , GSA , management , best practices , technology , In Depth
Survey: Federal customers happy with GPO services
A survey of 750 customers found 91 percent were satisfied overall with the services.
Tags: GPO , Bill Boarman ,
