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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:
Chief State Solicitors Office - Customer Service Action Plan 2005-2007 - by Chief State Solicitor's OfficeHere's a customer service policy and action plan from a government department in Ireland (Added: 10-Jul-2007 Hits: 1348 )
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: 2910 )
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: 4555 )
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: 161 )
Government solutions - Some Poll Results On Government Websites - by na
In 2007, we carried out a Customer Carewords poll of hundreds of government web professionals in the United States, New Zealand and Canada. Out of a list of 22 phrases that described potential experiences of government websites, participants were asked to choose the top three words/phrases that best described their experience of government websites. The top three phrases from Canadian government web professionals, with 38 percent of the vote, were: Organization-centric; Confusing; Too many websites. new (Added: 12-Jan-2012 Hits: 90 )
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: 2039 )
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: 186 )
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: 87 )
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: 215 )
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: 76 )
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: 152 )
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: 117 )
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: 295 )
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: 72 )
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. new (Added: 12-Jan-2012 Hits: 59 )
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: 3341 )
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: 73 )
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: 75 )
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: 72 )
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: 106 )
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