/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/martha-dorris/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/10/27/plain-language-summit-2020/ Tue, 27 Oct 2020 10:00:00 -0500 /preview/gsa/digitalgov.gov/bc-archive-content-3/event/2020/10/27/plain-language-summit-2020/ Join us for discussion from government and private-sector leaders on how to advance plain language in government communications. Hear lessons learned and victories of every size. /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/08/customer-service-trends-an-update/ Wed, 08 Jul 2015 10:00:36 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/08/customer-service-trends-an-update/ Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/ Mon, 12 Jan 2015 10:00:52 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/20/the-nuance-between-customers-and-partners/ Fri, 20 Dec 2013 10:10:08 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/20/the-nuance-between-customers-and-partners/ Before you can create your customer experience (CX) strategy, you have to answer the key question: Who are your customers? Consider the concept that among the groups you interact with internally, you could be their customer, they could be your customer, or you /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/02/whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy/ Mon, 02 Dec 2013 09:22:50 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/02/whats-your-strategy-operational-excellence-product-leadership-or-customer-intimacy/ In the Discipline of Market Leaders by Michael Treacy and Fred Wiersema, we learned about the importance of being clear about your strategic priority. What unique value do you bring to the marketplace and your customers? In this book, they describe three strategic priorities /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/11/20/great-customer-experience-through-open-dialogue/ Wed, 20 Nov 2013 09:19:59 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/11/20/great-customer-experience-through-open-dialogue/ While we think about the audience, we don’t often map out the experience we want them to have when using our services. This is critical information for the design. In other cases, we may not have the data to analyze existing customers’ /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/ Fri, 27 Sep 2013 09:21:40 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/09/27/what-is-a-customer-centric-culture/ In our very first customer experience (CX) blog post about GSA’s Office of Citizen Services and Innovative Technologies’ (OCSIT) Customer Experience Program, we published our principles and values. Our core principles say that all staff will: Take responsibility for providing an experience greater than customer expectations. Engage, listen and resolve. Design business from the outside /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/01/the-impact-of-culture-on-customer-experience/ Thu, 01 Aug 2013 07:24:19 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/08/01/the-impact-of-culture-on-customer-experience/ What’s one of the most important factors in delivering a good customer experience? When I first began learning about customer experience, one of the biggest surprises was the importance of culture. Organizational culture can be defined as the values and behavior that contribute to the unique and psychological environment of an organization.It’s based on shared /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/25/understanding-your-customer/ Thu, 25 Jul 2013 10:14:06 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/25/understanding-your-customer/ Do you know who your customers are? And what they expect from your organization? One of the most critical components of a successful customer experience program is to understand your customer. The first step is knowing who your customers are. Are they veterans, students, senior citizens or other federal workers? In some cases your customers /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/ Thu, 18 Jul 2013 07:53:02 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/18/how-to-create-a-customer-experience-index/ In my last post I talked about how we’re kicking off our Customer Experience program in the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. There are many paths to creating a customer experience program, from starting with cultural issues like employee /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/10/kicking-off-our-customer-experience-program/ Wed, 10 Jul 2013 10:23:01 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/10/kicking-off-our-customer-experience-program/ The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose. We create and leverage products, services and /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/19/5-steps-for-delivering-a-better-customer-experience/ Wed, 19 Jun 2013 08:50:08 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/19/5-steps-for-delivering-a-better-customer-experience/ Everyone wants to know how to provide outstanding customer experience in government. It can be difficult, because everyday our customers are also doing business with companies like Starbucks, Zappos, and Virgin America, that excel in customer service.