9 web resolutions to jump-start 2023
Nine areas to focus on in the coming year to take your digital sites and services to the next level.
Customer Service
Resources on Customer Service
OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery —Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
Tips for Starting Your Customer Experience Journey —Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Government Customer Service Policies & Requirements: 1993 to Present —A list of government customer service policies and requirements.
Executive Order 13571–Streamlining Service Delivery and Improving Customer Service —The Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service “requires agencies that provide significant …
M-11-24 Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service —Memo M-11-24 is guidance to Implement Executive Order 13571.
Tools and Services
USAGov and USAGov en Español —A customer service platform that helps the public navigate the government space by providing topical information and services in English …
News and Events on Customer Service
56 posts
Your Experience Matters
Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration
Taking a Look at the USAGov Analytics Dashboard
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users. — via USA.gov
Making Customer Satisfaction Data Actionable at the Peace Corps
Learn how measuring customer experience helped inform and guide website development at Peace Corps
Government Launches Login.Gov to Simplify Access to Public Services
Joel Minton, a member of the U.S. Digital Service, is working with GSA’s Technology Transformation Service as the director of login.gov. Tom Mills is the Chief Technology Architect at U.S. Customs and Border Protection. In early April, the U.S. Digital Service and 18F launched login.gov, a single sign-on solution for government websites that will enable
The Data Briefing: Ten Years of Digital Transformation—Lessons Learned
Since 2007, a major consulting firm has conducted an annual survey on organizations’ “Digital IQ.” In the ten years of organizations grappling with digital transformation, what has been learned?
Build Your Audience by Hosting a Twitter Chat
Twitter is more than just a platform for sharing news and updates: it can be a tool for directly communicating with your community and understanding what is important to them. One way you can connect with your Twitter audience is by hosting a Twitter Chat. They can be a good way to discuss key topics,
The Data Briefing: Help Predict the Future of Federal Government Data
In December, I plan to write two postings detailing a scenario analysis for the next ten years of the Federal government’s data technologies. Governments are on the cusp of amazing technological advances propelled by artificial intelligence, blockchain technologies, and the Internet of Things. Also, governments will face new challenges such as the recent global cyber
CX Day In Government: How We All Shape The Customer Journey
During National Customer Service Week, it’s a great time for organizations across industry and government to celebrate putting customers at the center of our work and to think about what we can do to improve our customers’ end-to-end experiences. When you think this big, it can be a little daunting, but the good news is
Voices of Veterans: Introducing Personas to Better Understand Our Customers
Understanding our Veterans and their unique needs and experiences is at the heart of creating a more Veteran-centered VA. By listening to their voices and the stories they share, we can design services and experiences that meet the needs of Veterans. Taking a step towards a deeper understanding of our Veterans, in the fall of
Social Security Joins The Hispanic Heritage Month Celebration
Social Security joins you and your family in celebrating Hispanic Heritage Month, which runs from September 15 to October 15. We know the contributions of Hispanics can be traced to before the origins of the United States with the discovery, exploration, and naming of many places in our nation, such as state names like California,
Creative Usability Test Methods—or My Brief Career as a Robot Voice
When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye.
Did We Do a Good Job? The Answer Is in Customers’ Business Outcomes
Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us. We appreciate knowing, through our customers’ eyes, how we are doing on our agency’s strategic
What’s All The Fuss Around Customer Experience?
Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has
The Data Briefing: I, For One, Welcome Our New Chatbot Blockchain Digital Autonomous Organizations
It is at the intersections of fields where you find the most fascinating and innovative concepts. Recently, a conference on “Open Human Resources and the Cognitive Era” explored the use of chatbots and blockchain technologies in human resources. Human Resources (HR) is quietly undergoing a revolution as many HR practitioners are transforming HR by using
Our CX Recipe for Success: Complete with Ingredient List and Substitutions!
If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal
