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Rachel Flagg

GSA

Latest Content by Rachel Flagg

Creating a Culture of Engagement – Webinar Recap

Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.

Mar 18, 2016

Digging Into the Data of Our Customer Survey

As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.

Jan 05, 2016

CX Community—Year One

Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.

Dec 30, 2015

OCSIT’s 2015 Customer Survey—What We Learned

Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.

Dec 28, 2015