After a difficult 2014, federal agencies are looking to pivot toward modernizing their customer service infrastructures to better serve an increasingly digital-savvy public. Agencies are well on their way to making technological improvements, but without the corresponding cultural shifts agencies will continue to fall short of their goals. Drawing on recent studies from the Government Accountability Office (GAO) and the American Customer Satisfaction Index (ACSI), this issue brief lays out a roadmap to help your agency achieve a more citizen-centric mindset.
- How federal customer satisfaction with public services currently stacks up against the private sector,
- What steps the federal government is taking to modernize its customer service infrastructure and what more it could be doing, and
- Three strategies that can help your agency better engage with those it serves as well as improve its overall public perception.