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11:48 pm, January 31, 2015

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Search Tags:  customer service

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 , 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 , 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 , 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 , 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 , 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 , 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 , software development , workforce , Tom Temin , Federal Drive

Tuesday - 11/11/2014, 07:31am EST
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Jeffrey Koses, Senior Procurement Executive, GSA

The General Services Administration is using new data to enhance its customer service. At the National Contract Management Association's 33rd annual Government Contract Management Symposium, GSA Senior Procurement Executive Jeff Koses spoke with Federal News Radio Executive Editor Jason Miller about the agency's recent survey results and the improved vendor interactions the data is pointing them toward.

Tags: Jeff Koses , Federal Drive , GSA , workforce , people , Jason Miller , contracting , acquisition , NCMA

Monday - 11/03/2014, 09:08am EST
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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
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