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1:10 am, February 27, 2015

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Search Tags:  customer service

Justice applying lessons learned in kindergarten to IT

Joe Klimavicz, the Justice Department's chief information officer, said shared services needs to be part of the culture of the organization. His office launched version 1 of the IT shared services catalog late last year.

Tags: technology , Justice Department , Joe Klimavicz , Shared services , Workforce , Customer service , Cloud computing , Ask the CIO , Jason Miller

Thursday - 02/26/2015, 10:08am EST
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OMB seeks approval for agencies to ante up $15M for cross-agency goals

The White House proposed in its 2016 budget request to Congress that lawmakers approve the interagency transfer of money to pay for long-term progress against the 17 cross-agency objectives.

Tags: management , Beth Cobert , OMB , White House , 2016 budget request , cross-agency-priority goals , real property , Customer service , category management , acquisition , Simplified acquisition threshold , Civilian Agency Property Realignment Act , GSA , Jason Miller

Tuesday - 02/03/2015, 03:53am EST

VA begins biggest transformation in history

The massive reorganization the Veterans Affairs Department has unveiled begins with a simple premise: everyone should work from the same starting point. VA said it has now created a single map made up of five regions that the Veterans Health Administration, the Veterans Benefits Administration, the National Cemetery Administration and several other offices will work from instead of the nine separate regional maps that existed previously.

Tags: management , Veterans Affairs , Bob McDonald , Bob Snyder , Scott Blackburn , reorganization , Customer service , MyVa , Jason Miller

Monday - 01/26/2015, 06:27pm EST

Public satisfaction with government services lowest in 16 years

A new report from the American Customer Satisfaction Index says that Americans' satisfaction with the services they receive from the federal government continue to decline. In addition, the public, by and large, is more satisfied with the services it receives in the private sector.

Tags: AFCI , Customer service , IRS , customer satisfaction , CFI Group , Workforce , management , Michael OConnell

Tuesday - 01/27/2015, 02:00am EST

So, federal senior execs to get nods for customer service

Federal Drive host Tom Temin explores the notion of government services being equal to what people get from the private sector.

Tags: Tom Temin , Workforce , managament , Senior Executive Service , Customer service , Commentary

Monday - 12/22/2014, 07:16am EST

OMB, GSA winning over those skeptical of measuring back-office functions

The administration is establishing cost and quality benchmarks for administrative operations, such as human resources, finance, acquisition, and IT. After initial doubts, agencies see benefits from understanding how much they are paying for specific functions and how much others are paying for comparable jobs.

Tags: management , Beth Cobert , OMB , Dan Tangherlini , GSA , National Academy of Public Administration , Benchmarking initiative , Customer service , data-driven decisions , Jason Miller , President

Friday - 11/14/2014, 03:51am EST
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Rick Parrish, Senior Analyst, Forrester

The President's Management Agenda includes a big customer service component. Deputy Director for Management at OMB, Beth Cobert, details how she expects your agency to improve its customer service experience. Rick Parrish, senior analyst serving Customer Experience Professionals at Forrester, tells In Depth with Francis Rose what to expect in the year ahead.

Tags: Rick Parrish , Forrester , OMB , Beth Cobert , management , Customer service , In Depth , Francis Rose

Friday - 11/14/2014, 04:17pm EST
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Kim Hayes, CEO and Co-Founder, Ambit Group

The reorganization at the Veterans Affairs Department is a rebranding effort in many ways. VA Secretary Bob McDonald will hire a chief customer service officer to try to reverse an image of poor quality care for its customers. Kim Hayes, CEO and co-founder of Ambit Group, is also a finalist for Executive of Year at the 2014 GovCon awards. She tells In Depth with Francis Rose about Ambit Group's data-centric approach to agency reorganization.

Tags: Kim Hayes , Robert McDonald , Veterans Affairs , veterans , Customer service , Ambit Group , GovCon Awards , In Depth , Francis Rose

Thursday - 11/13/2014, 02:14pm EST
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Randy Tharp, Director of Business Development, Five 9 Group

It may seem like a leap to go from Army sniper to a career helping federal agencies deliver great online customer service and software development practices. But that's the story of Randy Tharp. He's a wounded warrior of two tours of duty in Iraq, and he's also had two tours of duty as a federal civilian employee before heading to the Five 9 Group. Tom Temin spoke to Tharp on the Federal Drive.

Tags: Randy Tharp , Five 9 Group , Army , Customer service , software development , Workforce , Tom Temin , Federal Drive

Tuesday - 11/11/2014, 07:31am EST
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