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All Magazine Listing

Delivering Cross-Agency Customer Service

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Lisa Danzig

Lisa Danzig, co-leader of this initiative.writes that while good customer service can be a very difficult thing to achieve, some simple fundamentals apply: knowing the customers and their needs   focusing on the customer experience when designing programs ... More »

Using Customer Feedback Proactively

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Debra Holland shows how the IRS is using customer feedback proactively. The Customer Early Warning System, non-existent before 2012, has helped millions of taxpayers, saved IRS and partner resources, and given team members a sense of accomplishment in getting issues res... More »

What Will Bad Customer Service Cost Government?

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Ryann K. Ellis

Ryann K. Ellis examines the latest data from the American Customer Satisfaction Index (ACSI). The ACSI Federal Government Report 2014 outlines what failing customer service and poor professional behavior by agency staff is costing government. According to the data, gove... More »

Applying Design Thinking to Citizen Service

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Lisa Gross

Kelly Marie Smith and Lisa Gross write about design thinking, and how to apply it serving customer needs. Design thinking uses design research, an immersive and intensive observation of customers, to study their behaviors. It also synthesizes data gathered from the rese... More »

Improving Customer Service Must Be an Agency Priority

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Paula Ketter

Customer service is a core function of government. Although a few agencies are meeting expectations, it seems that most customer service interactions with government agencies frustrate and disappoint citizens. Now is the time for government to identify ways to improve h... More »

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