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9:36 am, April 1, 2015

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Search Tags:  customer service

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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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 , Customer service , 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 , Customer service , 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 , Customer service , 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 , Customer service

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 , Customer service , 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 , Customer service , 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 , Customer service , Henry Cuellar , Mark Warner , Ron Johnson , OPM , OMB , Performance Improvement Officers , Melissa Dawkins

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