FSA

Improving Internal Communications: Best Practices

Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they

Alison Sturgeon

May 20, 2016

StudentAid.gov: Using Data to Empower Borrowers

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first

Brenda Wensil

May 27, 2015

Government Services Through a Life Events Approach

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public

Mary Ann Monroe

May 15, 2015

Spanish Language Mobile Apps from Gobierno.USA.gov

In mobile app development, if you aren’t making it multilingual, you miss providing anytime, anywhere information and services to important mobile-only audiences. Today, we’re highlighting five Spanish language apps from the Spanish Version of the USA.gov Federal Mobile Apps Directory.

Ashley Wichman

Jan 15, 2015

Great Customer Service in 140 Characters: #AskFAFSA Twitter Chats

As agencies strive for success in digital government, they often need to open their virtual doors and meet the public in new and evolving spaces. Federal Student Aid meets its audience in the 21st century public square at monthly #AskFAFSA sessions. During the live

Ashley Wichman

Jan 05, 2015

Big in SocialGov in 2014: Services, Access and Participation

Social media for public service is a diverse field that uses platforms and data from both the private and public sectors to improve citizen services, make them easier to access and deliver them more cost effectively. It is not just public affairs or communications, but spreads into customer service, resource development and more. Many of

Justin Herman

Dec 31, 2014

The Importance of Cross-Channel Customer Service—DigitalGov Summit Recap

During the DigitalGov Citizen Services Summit last Friday, customer service experts from across government came together on a panel to share what customer service means to them and their organization and specific ways they leverage it. The other panels were on performance analysis, public private partnerships, and inter-agency work. The panelists spoke about the strategies

Tonya Beres

Jun 05, 2014

StudentAid.gov’s 1st Year: What We’ve Learned and Where We’re Going

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post,