Back in April 2011, there was an executive order issued that indicated a new commitment to customer service in the federal government. The order’s key requirements were an increased response to customer feedback and more efficient customer service that utilized modern technological channels.
“By the authority vested in me as President by the Constitution and the laws of the United States of America, and in order to improve the quality of service to the public by the Federal Government, it is hereby ordered…”
The order notes that “the public’s expectations of the Government have continued to rise. The Government must keep pace with and even exceed those expectations.’ This is a best practice worth making into a mantra — the best customer service isn’t a practice that fixes a problem but one that prevents problems from occurring.
At GovWin, Kevin Paschuck discusses the results from the Federal Customer Experience Survey, some of which seem quite promising and inline with the above executive order. In particular that, “the percentage of very satisfied Americans grew from 27% to 39% and 24% to 35% over the past year” in regards to agency responsiveness and information consistency. Check out the discussion for more information and Kevin’s thoughts on cloud-based solutions.
At GovLoop, they share some of the feedback that they received at their 1st Annual GovLoop Symposium, which focused directly on how the government can fulfill the April executive order. They came up with a number of concrete ideas for improving customer service that dovetail with the order’s expectations. One favorite include the deployment of not only FAQ (frequently asked questions), but “also SAQ – should have asked questions – what questions should your customers be asking you.” We also like the idea of visually mapping out the actual process that a customer might go through and making that “map” or “blueprint” available to them, presumably on websites or in print format.
What parts of the executive order seemed noteworthy or important to you?