Shows & Panels
- The 2014 Big Picture on Cyber Security
- AFCEA Answers
- Ask the CIO
- Building the Hybrid Cloud
- Connected Government: How to Build and Procure Network Services for the Future
- Continuing Diagnostics and Mitigation: Discussion of Progress and Next Steps
- Federal Executive Forum
- Federal Tech Talk
- The Intersection: Where Technology Meets Transformation
- Maximizing ROI Through Data Center Consolidation
- Moving to the Cloud. What's the best approach for me
- Navigating Tough Choices in Government Cloud Computing
- The New Generation of Database
- Satellite Communications: Acquiring SATCOM in Tight Times
- Targeting Advanced Threats: Proven Methods from Detection through Remediation
- Transformative Technology: Desktop Virtualization in Government
- Value of Health IT
Shows & Panels
Search Tags: customer service
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.'"
Jackie Patillo will focus on how VA delivers technology to its internal customers. She has been with Transportation since 2005 as the deputy CIO.
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.
A survey of 750 customers found 91 percent were satisfied overall with the services.
Federal CIO Vivek Kundra will develop policy and guidance to improve how agencies manage their websites.
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.
Being put on "hold" used to be customers' biggest gripe. Now? It's those darn automated attendants.
The website, sponsored by the General Services Administration, aims to increase collaboration on best practices for delivering customer service.
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.