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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:
Can Government Customer Service Be Improved? - by Dr. John T. SelfThe 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: 4520 )
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. As a long-time advocate for great customer service in government, I’m turning cartwheels! ""But, wait…can it work? (Added: 17-Aug-2011 Hits: 160 )
Chief State Solicitors Office - Customer Service Action Plan 2005-2007 - by Chief State Solicitor's Office
Here's a customer service policy and action plan from a government department in Ireland (Added: 10-Jul-2007 Hits: 1342 )
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: 137 )
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... new (Added: 12-Jan-2012 Hits: 0 )
Customer Service Government? - by Robert Cornwall
what is interesting to me is the concept of voter/citizen as customer. In these campaigns, Snyder's included, the citizen is addressed as a customer, but what does that mean? If Snyder means that things like transparency and efficiency and even good service should be part of the governmental ethos, well I would agree. But, if citizens are customers, or at least considered customers, does that not feed the consumerist mentality that makes governance almost impossible. Government is put in the position of pleasing individual customers, which means it may not do what is right, but what is expedient. I think we're already there, but this only makes it more apparent. new (Added: 12-Jan-2012 Hits: 0 )
Craig Newmark on better government through enlightened customer service - by Alex Howard
Would you "like" a government agency on Facebook? Would you "like" a service delivered by a .gov website? How would you feel if a government official "liked" you back? How would you like to be identified online? There are no easy answers to these questions, as anyone who attended the FTC privacy workshops or recent "privacy camps" in the District of Columbia or San Francisco knows. Craig Newmark, the founder of craigslist.org, attended the privacy camp in San Francisco and shared a few thoughts about issues of trust, identity, social networking and government. new (Added: 12-Jan-2012 Hits: 0 )
Obama Orders Federal Agencies To Upgrade Customer Service - Government - Policy & Regulation - Informationweek - by Candi Harrison
Brief report on President Obama's executive order on government customer service, mentioning how the IRS has saved "hundreds of millions of dollars" by going digital. new (Added: 12-Jan-2012 Hits: 0 )
Improving Government Customer Service - by INC
The state of Michigan wants to raise its service game, and it is turning to entrepreneurial businesses for help. Zingerman's, an Ann Arbor–based deli and food company at which doing the right thing by customers is bred in the bone, has stepped up to train government employees in service culture. Michigan's new governor, Rick Snyder, posed the idea to Paul Saginaw, a co-founder of Zingerman's, when the two crossed paths at an awards dinner last winter. "I said, 'Are you serious?' (Ed. note: My belief is that government needs much more advanced and specialized training in customer service). (Added: 17-Aug-2011 Hits: 146 )
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: 1150 )
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. new (Added: 12-Jan-2012 Hits: 0 )
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: 272 )
Governments Rival the Private Sector in Customer Service - by Accenture
Governments that lead the public sector in customer service are focused on developing sophisticated, interactive and transactional capabilities on par with the best of the private sector, according to a new global research report by Accenture (NYSE: ACN). In the report, Accenture finds a new trend whereby governments are reinventing their customer service delivery programs in order to help build greater trust—and this is redefining the relationship between citizens and their governments. From allowing drivers to pay for street parking using their mobile phones to using text messaging for "amber alerts" on missing children to installing interactive kiosks that provide information about city events, dining, shopping, and entertainment, governments around the world are adopting innovative new approaches to deliver greater value to citizens. new (Added: 12-Jan-2012 Hits: 0 )
Customer Service Standards Rockville, Maryland Local Government - by na
Excellent document outlining the customer service standards designed by Rockville, Maryland local government. Lots of measurable outcomes and metrics. new (Added: 12-Jan-2012 Hits: 0 )
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: 2035 )
10 Ideas on Streamlining Service Delivery and Improving Customer Service : GovEngage - by Steve Ressler
On Wednesday, President Obama announced an Executive Order to “Streamline Service Delivery and Improving Customer Service.” I agree that citizens’ expectations of government are increasing and I think having focus on energy on the topic is really important. The good news is there is a lot of examples/ideas for agencies out there across government. Here’s my top 10: (Added: 23-Jul-2011 Hits: 207 )
Customer Service in Government: Does it matter? Survey results. « Government Bits - by na
An informal poll was done of about 200 seminar attendees asking them their opinions about customer service in government. Not a scientific poll so don't draw firm conclusions. new (Added: 12-Jan-2012 Hits: 0 )
Craig Newmark on better government through enlightened customer service - O'Reilly Radar - by Alex Howard
"First, listen," he said. "Figure out if their concern is valid. If it's valid, you solve it. There will be people you can never make happy. You help them in good faith but you need to know when to give up."""What if government agencies, employees and elected officials can't "give up" on providing online services? "That shouldn't be an excuse for not delivering good customer service," said Newmark. "A related problem is trying to help someone who is having trouble articulating a problem. You need to proceed in good faith and listen."""How would he like to be contacted by someone in government? Again, Newmark kept it simple: "Tell me who they are, where they work and what they want to know." (Added: 17-Aug-2011 Hits: 275 )
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 new (Added: 12-Jan-2012 Hits: 0 )
Customer Service Defined For Customers And Employees - by n/a
The Workers Compensation Division of Oregon has published a definition of excellent customer service. These rules can provide you with some interesting thoughts about what sort of customer service you would like your company to provide to its clients. pop (Added: 17-Jan-2005 Hits: 3332 )
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