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Top : Customer Service - Government and Public Sector: Government and public sector organizations need to view customer service differently than for-profit organizations. Learn the importance of effective customer service in the public sector from these resources.
Articles:
How Government Contact Centers Can Improve Customer Service | White Paper from Inova Solutions. - by Tom Hubbard"After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?", asks Christopher Musico, Assistant Editor of CRM Magazine. Musico highlights what industry insiders have known for years - that government agencies are sometimes slow to adopt new technologies and processes that would help them provide the customer service that citizens have come to expect.""According to the Contact Center Satisfaction Index, government agencies scored lower than commercial industries in terms of customer satisfaction, with state and local agencies and Medicare/Medicaid contact centers ranking lowest. In their defense, government-run contact centers have to cope with miles of red tape that would make the private sector cringe. Since their operations are taxpayer-funded, they must justify every expense and often can't afford to take risks. New technology investments must meet the strictest standard of ROI and overall effectiveness. (Added: 17-Aug-2011 Hits: 293 )
City Officials Battle Unofficial Social Media Accounts (Commented) | Customer Service In Government - by Robert Bacal
Government has jumped on the bandwagon when it comes to attempting to use social media to improve customer contact, but there are still many unresolved issues and problems. In this article, we see several issues faced by one municipality. new (Added: 17-Apr-2012 Hits: 1 )
Report praises Newport's social services - by South Wales Argus
IMPROVING customer service, collaborating with charities and working with ethnic groups to promote the safeguarding of children are among the strengths of Newport's social services department, according to an inspection report. (Added: 7-Feb-2012 Hits: 68 )
Improving Government Customer Service | Inc.com - by Leigh Buchanan
The customer service initiative in the state of Michigan is profiled in this article on customer service in government and how the public sector is looking to business as a customer service model (Added: 12-Jan-2012 Hits: 99 )
Can Government Customer Service Be Improved? - by Dr. John T. Self
The author has plenty of advice on how government customer service can be improved. After discussing why goverenment customer service does not seem to exist, he offers some valuable advice to attain it. See if you agree when you read the article. pop (Added: 14-Dec-2004 Hits: 4628 )
Customer service in government: not like selling burgers -- Federal Computer Week - by Alice Lipowicz
Chronicles the lessons government agencies are learning as they step up their efforts to reach out to customers. Highlights the Obama executive order of April, 2011 (Added: 12-Jan-2012 Hits: 196 )
Government by Network - by N/A
The era of hierarchical government bureaucracy, the predominant organizational model used to deliver public services and fulfill public policy goals for a century now, is coming to an end, according to this joint study, conducted by Deloitte Research and the Ash Institute for Democratic Governance and Innovation at Harvard University. (Added: 24-Oct-2004 Hits: 1187 )
Customer Service, Government Style - by Tod Newcombe
Summary of an Accenture research report ranking the various governments of various countries in terms of the customer service level they provide. (Added: 12-Jan-2012 Hits: 120 )
Are We Ready to Provide Great Customer Service in Government? | Governing People - by Candi Harrison
On April 27, 2011, President Obama issued an Executive Order: Streamlining Service Delivery and Improving Customer Service. In a nutshell, it directs agencies to develop and monitor customer service plans and measures and to solicit customer feedback to improve service. It calls for agencies to use technology to streamline customer service and to emulate practices that have worked well in the private sector. This isn't the first Presidential customer service initiative - President Clinton issued an Executive Order in 1993, requiring agencies to establish customer service standards - but it's a huge step at a time when public expectations of government service have never been higher... (Added: 12-Jan-2012 Hits: 151 )
How do you want to access government services? | The Citizens%u2019 Voice Blog - by BC
British Columbia has its citizen's blog and asks residents various questions about the service they want. Except, it's closed, and no indication of findings. This stage of the Citizen Consultation is now finished. Our next steps are to review all of the recommendations and suggestions you made. Thanks again for your contribution. (Added: 12-Jan-2012 Hits: 172 )
Customer Service Standards - by Rockville City Government
In 1999 the city of Rockville, Maryland set out to develop a set of standards related to providing high quality customer service to taxpayers and citizens. Here are the results. An ideal model if your government agency wants to develop similar standards. pop (Added: 7-Oct-2004 Hits: 3072 )
Customer Service Excellence In Government (UK) - by UK Government
Customer Service Excellence is a program embedded in the British governmental system -- 3 years old, designed to improve service provided to the British population. Lauded as an ideal model of best practice, we can learn from what they do. (Added: 17-Aug-2011 Hits: 174 )
Government and Customer Service - An Oxymoron? Why Do People Perceive the Government As Being Poor At Customer Service? - by Robert Bacal
Find out why government is perceived as providing such poor customer service. Is it even true? (Added: 13-May-2011 Hits: 311 )
Ranking Government Service - by Jean Thilmany
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs. (Added: 9-Jul-2007 Hits: 2074 )
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