{
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    "title" : "15 Government Customer Service Trends for 2015 |Digital.gov",
    "description": "15 Government Customer Service Trends for 2015",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/index.json","item" : [
    {"title" :"15 Government Customer Service Trends for 2015","summary" : "With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a","date" : "2015-01-12T10:00:52-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
        
            "analytics" : "Analytics",
            "contact-centers" : "Contact centers",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management",
            "research" : "Research",
            "user-experience" : "User experience"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-01-12-15-government-customer-service-trends-for-2015.md",
      
      "filepath" :"news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md","slug" : "15-government-customer-service-trends-for-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/01/600-x-450-Silver-plate-with-chart-peshkov-iStock-Thinkstock-490450531.jpg\"\n    alt=\"Silver plate with chart\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eWith public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year:\u003c/p\u003e\n\u003ch2 id=\"1-many-agencies-will-create-a-customer-office-that-reports-to-the-head-of-the-agency\"\u003e1. Many agencies will create a Customer Office that reports to the head of the agency.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  In most government agencies, no one owns the overall customer experience. Several agencies, including GSA, have hired Chief Customer Officers (CCOs), and more will follow. CCOs will be given staffing and resources to develop an agency-wide view of their customers, and integrate customer-centric thinking and business processes across their entire organization.\n\u003c/p\u003e\n\u003ch2 id=\"2-agencies-will-focus-on-digital-business-strategies-to-improve-the-overall-customer-experience\"\u003e2. Agencies will focus on digital business strategies to improve the overall customer experience.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Digital channels are rapidly gaining ground as the public’s preferred channel for interacting with government. Agencies will adopt the guidance put forth in the \u003ca href=\"https://playbook.cio.gov/\"\u003eU.S. Digital Services Playbook\u003c/a\u003e to help them build effective digital services.\n\u003c/p\u003e\n\u003ch2 id=\"3-the-administrations-focus-on-customer-service-will-drive-agencies-to-launch-meaningful-customer-focused-initiatives\"\u003e3. The Administration’s focus on customer service will drive agencies to launch meaningful customer-focused initiatives.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  The establishment of a Customer Service Cross-Agency Priority (CAP) goal gives agencies additional incentive and support to streamline services, set performance benchmarks, and improve the government customer experience.\n\u003c/p\u003e\n\u003ch2 id=\"4-mobile-will-accelerate-as-a-way-to-deliver-service-anytime-anywhere-on-any-device\"\u003e4. Mobile will accelerate as a way to deliver service anytime, anywhere, on any device.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  People increasingly expect to access government information and services from phones, tablets, or other devices, when and where it’s most convenient for them. Agencies will move to responsively-designed websites, and develop more mobile apps to meet this need.\n\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/01/600-x-382-Social-media-signs-Anatoliy-Babiy-iStock-Editorial-Thinkstock-458456841.jpg\"\n    alt=\"600-x-382-Social-media-signs-Anatoliy-Babiy-iStock-Editorial-Thinkstock-458456841\"/\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"5-social-media-will-continue-to-effectively-deliver-information-and-services-especially-to-specific-populations-or-demographics\"\u003e5. Social media will continue to effectively deliver information and services, especially to specific populations or demographics.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Social media experts from across the federal government will finalize the \u003ca title=\"3rd U.S. Public Participation Playbook Draft Released This Month\" href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/17/3rd-u-s-public-participation-playbook-draft-released-this-month/\"\u003edraft U.S. Public Participation Playbook\u003c/a\u003e, and will continue to work with stakeholders from both the public and private sectors to improve how agencies serve the public via social channels.\n\u003c/p\u003e\n\u003ch2 id=\"6-contact-centers-will-continue-to-be-an-important-channel-to-serve-the-public\"\u003e6. Contact centers will continue to be an important channel to serve the public.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  While digital channels are gaining preference with some demographics, many people still prefer face-to-face or phone contact. Contact centers will provide integration between channels through robust knowledge bases used by websites, contact center representatives, and other customer touchpoints.\n\u003c/p\u003e\n\u003ch2 id=\"7-managers-will-focus-on-creating-a-customer-experience-culture-within-their-agency\"\u003e7. Managers will focus on creating a customer experience culture within their agency.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Just like employees at any other business, federal employees want to excel at their jobs and deliver exemplary service to their customers, so agencies will develop programs to train and reward employees to infuse customer service best practices into everything they do, improving the experience for customers.\n\u003c/p\u003e\n\u003ch2 id=\"8-agencies-will-pilot-a-feedback-button-to-assess-experience-with-the-overall-customer-journey\"\u003e8. Agencies will pilot a feedback button to assess experience with the overall customer journey.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  This simple tool will offer a high-level view of service delivery across the federal government, to help agencies identify areas for improvement.\n\u003c/p\u003e\n\u003ch2 id=\"9-collection-and-measurement-of-key-website-performance-and-satisfaction-data-will-improve\"\u003e9. Collection and measurement of key website performance and satisfaction data will improve.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Use of the \u003ca title=\"DAP: Digital Analytics Program\" href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/dap/\"\u003eDigital Analytics Program (DAP\u003c/a\u003e) will continue to expand across government. This no-cost, hosted website analytics tool helps government agencies measure performance of their digital services, and it will be augmented to measure customer satisfaction and integrate with key performance indicators.\n\u003c/p\u003e \u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/01/600-x-325-Website-Contact-Page-Icons-Concept-NiroDesign-iStock-Thinkstock-185858280.jpg\"\n    alt=\"Website Contact Page Icons Concept\"/\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"10-agencies-will-align-contact-channels-to-deliver-the-same-answers-to-customers-via-email-phone-chat-website-etc\"\u003e10. Agencies will align contact channels to deliver the same answers to customers via email, phone, chat, website etc.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  The same customer may start out on your website, send you an email, and call your contact center. Agencies will align operations and share information across all their contact channels, to ensure customers get the same correct answer, regardless of the channel they choose.\n\u003c/p\u003e\n\u003ch2 id=\"11-several-agencies-will-launch-high-impact-high-profile-initiatives-to-improve-the-customer-experience\"\u003e11. Several agencies will launch high-impact, high-profile initiatives to improve the customer experience.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Agencies will move from talk to action, using customer and program data to identify opportunities to make huge strides in service improvements.\n\u003c/p\u003e\n\u003ch2 id=\"12-personas-and-journey-mapping-will-help-agencies-identify-and-address-customer-trouble-spots-in-their-workflows\"\u003e12. Personas and journey mapping will help agencies identify and address customer trouble spots in their workflows.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Personas will help agencies bring their customers to life, and illustrate how government programs and processes impact real people. Journey maps will help agencies walk in their customer’s shoes, to identify where business processes break down, and need to be fixed.\n\u003c/p\u003e\n\u003ch2 id=\"13-enterprise-solutions-will-help-agencies-make-better-connections-with-customers\"\u003e13. Enterprise solutions will help agencies make better connections with customers.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Agencies will invest in enterprise customer relationship management (CRM) tools to help them manage the customer experience across the entire agency, and improve the customer journey.\n\u003c/p\u003e\n\u003ch2 id=\"14-federal-employees-will-be-recognized-and-rewarded-for-delivering-great-customer-service-to-the-public\"\u003e14. Federal employees will be recognized and rewarded for delivering great customer service to the public.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  The President just announced a new (non-monetary) awards program that will recognize and reward professionalism and service excellence, and highlight initiatives that improve service, so they can be replicated across government.\n\u003c/p\u003e \u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/08/600-x-370-Group-Of-Hands-of-Multi-Ethnic-Group-Of-People-Holding-Electronic-Devices-Robert-Churchill-iStock-Thinkstock-485584337.jpg\"\n    alt=\"A diverse group of hands hold up various mobile devices, each displaying a person, in front of an American flag\"/\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"15-efforts-to-improve-customer-experience-will-be-driven-by-passionate-employees-across-the-country-at-all-levels-of-government\"\u003e15. Efforts to improve customer experience will be driven by passionate employees across the country, at all levels of government.\u003c/h2\u003e\n\u003cp style=\"padding-left: 30px;\"\u003e\n  Most interactions with government happen \u0026#8220;in your neighborhood.\u0026#8221; Federal, state and local government agencies will seek input from employees who work on the front lines, to identify ways to improve government service delivery from the ground up.\n\u003c/p\u003e\n\u003cp\u003eIf your agency is looking for ways to improve the experience you provide to your customers, we recommend increasing collaboration with other agencies (federal, state, and local) to share best practices, as well as working with the private sector and non-profits to make things easier for your customers.\u003c/p\u003e\n\u003cp\u003eHow is your agency planning to improve service to customers in 2015? Please let us know in the comments!\u003c/p\u003e\n"}
  ]
}