Summer 2015
Issue Map
The Public Manager

Delivering Cross-Agency Customer Service

Monday, June 15, 2015

We've all had customer service experiences that exceed our expectations—whether it's receiving a delivery on Sunday from Amazon Prime, being able to track a pizza as it's made by your local Domino's, or getting a brand-new Patagonia rain jacket because of a lifetime satisfaction guarantee.

However, unlike Amazon, Domino's, or Patagonia, the services of the federal government are usually not focused on generating repeat customers. In fact, most people only interact with


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