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4:01 pm, August 21, 2014

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Search Tags:  customer service

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

Wednesday - 01/13/2010, 11:10am EST
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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

Tuesday - 06/01/2010, 04:00pm EDT

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

Tuesday - 10/11/2011, 03:48pm EDT
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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 ,

Tuesday - 10/04/2011, 12:48pm EDT

OMB freezes new .gov websites

Federal CIO Vivek Kundra will develop policy and guidance to improve how agencies manage their websites.

Tags: technology , Jeff Zients , OMB , GSA , OSTP , websites , .gov domain , executive order , Jason Miller

Monday - 06/13/2011, 06:32pm EDT

Agencies given 6 months to revamp online services

President Obama issues an Executive Order requiring agencies to focus on technological and process improvements for citizen-facing services. OMB's Zients said the government relies too much on the old way to help citizens - phone, in person and on paper.

Tags: management , technology , Jeff Zients , OMB , executive order , VA , IRS , Jason Miller

Thursday - 04/28/2011, 07:49am EDT

Good customer service even more important

Being put on "hold" used to be customers' biggest gripe. Now? It's those darn automated attendants.

Tags: Evan Haning , Telephone Doctor

Thursday - 03/03/2011, 10:43am EST

Howto.gov aims to improve customer service

The website, sponsored by the General Services Administration, aims to increase collaboration on best practices for delivering customer service.

Tags: Collaboration Center , GSA , Howto.gov , technology , FedScoop

Tuesday - 01/25/2011, 01:14pm EST

Agency services lack consistency, coordination

OMB finds that most website and call center operations are separate and don't work well together. Some agencies are following the private sector's lead by offering multiple channels to serve citizens. CMS and GSA both use online tools to answer questions more quickly and reliably.

Tags: management , technology , Jeff Zients , OMB , GSA , CMS , SSA , Kevin Paschuck , RightNow , MeriTalk , Jason Miller

Thursday - 09/02/2010, 06:39am EDT
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