Tag Archive: customer service

Jan
27

Private Companies Can Recoup Customer Service Costs, Government Cannot

One of the main differences between the private and public sectors, when it comes to customer service has to do with the degree to which the organization can benefit financially from offering better customer service. One can make the argument (and many do), that a company that offers better customer service will fare better than …

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Jan
26

The “Payoff” For Government Managers Helping Staff Provide Better Customer Service

Apart from the benefits for one’s department or branch, that come from improving customer service, there’s a more selfish reason for managers to play more of an active part in helping staff provide better customer service to citizens. And it’s a hard core, practical reason, that particularly applies to the public sector. It’s About Time …

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Jan
25

New Series: How Government Managers Can Contribute Help Their Employees Deliver Customer Service Excellence

It seems obvious that managers and leaders in the public service can play large roles in both helping and encouraging their staff to deliver the best customer service possible within a difficult government environment. But they are busy, and there’s a tendency to become out of touch with the challenges front line staff face in …

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Jan
23

Commentary: Executive Order 1357 Streamlining Service Delivery and Improving Customer Service Part 2 – Service Plans/Activities

In the first installment of this series on Obama’s customer service initiative we provided commentary on the policy itself. In this installment, we’ll look at, comment and critique the section entitled :Agency Customer Service Plans and Activities ec. 2.  Agency Customer Service Plans and Activities.  Within 180 days of the date of this order, each …

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Jan
12

What’s Your Opinion On Government Customer Service? (Poll)

It’s probably a little fool hardy to run a poll within days of launching this site, since with little traffic, it’s embarrassing when nobody responds, but we have to start somewhere.   Public OpinionView Results Once you’ve voted feel free to explain your rating via comments.

Jan
11

Customer Service In Government Discussion Group

The Customer Service In Government Discussion Group is hosted on govloop.com, and was created by former government employee, Wendi Pomerance Brick. As with many groups on govloop, participants may be currently in government, but are often there for business exposure, or simply never have worked in government. Sometimes it shows, but there’s no question that …

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Jan
11

The Citizen Engagement and Customer Service Discussion Group For Government

Engagement is a big thing these days, and one of the things government is jumping onboard with is interacting with citizens, open government, and better customer service. At least that’s the official policy. The Citizen Engagement and Customer Service Discussion Group has about 300 members. While it’s hosted on govloop.com which is a meeting spot …

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Jan
11

Need To Understand Executive Order 13571 – Improving Government Customer Service?

If you are looking for some information about Obama’s executive order, published in April, 2011 on improving government customer service you might want to check out the customer service area on howto.gov. It contains the text of the executive order, and addresses strategic planning, and provides some models. It’s a government site, so you can …

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Jan
11

Commentary: Executive Order 13571–Streamlining Service Delivery and Improving Customer Service – Part 1 – Policy

In April, 2011, U.S. President signed an executive order (13571) mandating government departments to improve customer service offered to citizens. Most people feel some skepticism when they see “customer service” appearing in the context of government, but it certainly seems sensible for government to “up its customer service game”. Since the order has important implications for government …

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Jan
11

Customer Service In Government Website Launched

I’ve wanted to create a website for government employees, or those interested in government issues, for at least ten years, but somehow never got around to it. The recent American push (by President Obama) to improve service offered by government, plus my own desire to refocus my training and consulting work on the public sector …

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