{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Government Customer Service Update—Webinar Recap |Digital.gov",
    "description": "Government Customer Service Update—Webinar Recap",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/14/government-customer-service-update-webinar-recap/index.json","item" : [
    {"title" :"Government Customer Service Update—Webinar Recap","summary" : "When the public comes to the federal government for information and services, they should receive an optimal customer experience. The Customer Service CAP goal spells out specific strategies to help us achieve this.","date" : "2015-12-14T13:00:28-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jsnee" : "Jacqueline Snee"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-12-14-government-customer-service-update-webinar-recap.md",
      
      "filepath" :"news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/12/2015-12-14-government-customer-service-update-webinar-recap.md","slug" : "government-customer-service-update-webinar-recap","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/14/government-customer-service-update-webinar-recap/","content" :"\u003cp\u003eOMB’s Lisa Danzig, who co-leads the \u003ca href=\"http://www.performance.gov/content/customer-service?view=public#overview\"\u003eCross Agency Priority (CAP) Customer Service Goal\u003c/a\u003e with Carolyn Colvin, from the Social Security Administration, shared a status update on the CAP goal work they’ve done \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/29/a-conversation-with-omb-on-customer-service/\"\u003esince we last spoke with her, earlier this year\u003c/a\u003e.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/600-x-385-Business-Customer-Concept-olm26250-iStock-Thinkstock-186319706.jpg\"\n    alt=\"Business Concept compass graphic with the arrow pointing towards Customer\"/\u003e\u003cp\u003eolm26250/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"background\"\u003eBackground\u003c/h2\u003e\n\u003cp\u003eWhen the public comes to the federal government for information and services, they should receive an optimal customer experience. The Customer Service CAP goal spells out specific strategies to help us achieve this. They are:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eFocus on the frontline\u003c/li\u003e\n\u003cli\u003eFeedback and transparency\u003c/li\u003e\n\u003cli\u003eStandards, practices and tools\u003c/li\u003e\n\u003cli\u003eImprove top customer interactions\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"progress\"\u003eProgress\u003c/h2\u003e\n\u003cp\u003eThe past 18 months focused on the first two strategies.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eFocus on the frontline:\u003c/strong\u003e A Federal Customer Service Awards program was established, to recognize individuals and teams who provide outstanding customer service directly to the American people, and to identify and share innovative practices across agencies. Award recipients will be announced by early 2016.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eFeedback and transparency:\u003c/strong\u003e The \u003ca href=\"https://feedback.usa.gov/\"\u003eFeedbackUSA\u003c/a\u003e pilot was launched in August 2015. This partnership between U.S. General Services Administration (GSA) and other agencies allows citizens to provide quick transactional feedback to federal agencies via a kiosk. Pilot programs included passports and social security cards.\u003c/p\u003e\n\u003ch2 id=\"up-next\"\u003eUp Next\u003c/h2\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/11/600-x-300-Marketing-concept-target-and-Customer-Satisfaction-on-wall-background-maxkabakov-iStock-Thinkstock-453577131.jpg\"\n    alt=\"Marketing concept target and Customer Satisfaction on wall background\"/\u003e\u003cp\u003emaxkabakov/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe next 16 months will focus on the second two strategies.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eStandards, practices and tools:\u003c/strong\u003e OMB has identified leaders from 15 high-impact customer-facing programs, who gather together on a regular basis to discuss issues, share best practices and provide feedback to CAP goal leadership. A “Principles \u0026amp; Practices” subgroup (led by \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/rflagg/\"\u003eRachel Flagg, GSA\u003c/a\u003e) is developing a customer service toolkit, which includes practical guidance and resources to help agencies improve the experience they deliver to customers.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eImprove top customer interactions:\u003c/strong\u003e Moving forward, the CAP Goal team will focus on improving top customer transactions with federal programs. First priority will be those agencies that provide significant services to citizens, businesses and other customers.\u003c/p\u003e\n\u003ch2 id=\"final-thought\"\u003eFinal Thought\u003c/h2\u003e\n\u003cp\u003eLisa says ”There is no greater need now than to develop a more holistic approach across government to support high-volume transactions that have the broadest impact on our citizens. We’ve set a good foundation and have a great plan moving forward.”\u003c/p\u003e\n\u003cp\u003eView the webinar to hear Lisa’s full presentation.\u003c/p\u003e\n\u003cp\u003eKeep up with all that’s happening in government customer experience by \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003ejoining the CX-COP\u003c/a\u003e (U.S. government (.gov, .mil, etc.) email address required), and \u003ca href=\"https://www.youtube.com/playlist?list=PLd9b-GuOJ3nH7xSSjL1XBXPfVqw68BNbW\"\u003eviewing\u003c/a\u003e our playlist of on-demand training videos.\u003c/p\u003e\n"}
  ]
}