Building Welcoming, Connected, & Innovative Government Customer experience
Leadership…Visionary…Innovative…Results-Driven Customer Experiences
What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.
The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems.
I am proud to have been appointed by the Veterans Administration Secretary to successfully lead the project implementation team to launch the VA's first non-clinical, non-emergency 24/7 White House VA Contact Center Hotline! VA announced that the White House VA Hotline, first launched in June as part of President Donald J. Trump’s commitment to reforming …
In the words of Philadelphia's Benjamin Franklin, "Well done is better than well said." The idea of customer service is often reserved to describe interaction with stores, restaurants, and other organizations in the private sector. Rarely do we hear people say "Wow, I had a great experience dealing with the staff at any government agency!" …
Continue reading "Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!"
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …
For victorious execution of a new technology, implementation must be extensive throughout your organization. This is where government technology pilot program comes into action. Government Pilot programs present the facility to crush new technology in small numbers, allowing you to botch out processes before comprehensive execution. Pilot Programs will function as follows: They will establish …
Continue reading "Implement A Government Pilot Program to Assess Customer Experience"
In the present times because of being well aware and well educated the public expectations are at their peak, and in contrast to this their trust in government is truly diminished to its lowest level ever, so there is a dire need for the public sector to come up with more customer friendly and promising …
Continue reading "Say What? Government is Driving Towards Customer-Focused Initiatives"
Creating a Smart City must include improving the customer experience! Dubai’s customer service for the 21st Century, with mobile technology fueling seamless interactions. With this, citizens will get direct access to all government services and pay public utility bills like water, electricity and telephone through a single portal. It’s a rare stance for a government …
Continue reading "The Modern Day Crossroads of the World: Dubai"
by Silky Sinha, on Tue, May 26, 2015 Social Media has completely changed the face of customer service and the way consumers interact with a brand. Instead of dialing the call center number and going through the pain of dealing with agents with little or no knowledge of their problems, customers prefer to post their …
Continue reading "8 ways Social Media has changed Customer Service"
A few weeks ago I posed a challenge to my Philly311 Customer Service Programs and Engagement Strategist, Amanda V. Wagner: Create a program that encourages young people to be civically involved. Amanda leads the Philly311 Customer Service Programs and Strategies Unit which is responsible for Philly311’s customer service innovative programs and communications. She was excited …
Continue reading "Creating a Welcoming & Connected City: 311 Youth Engagement Program"
Building Welcoming, Connected, & Innovative Government Customer experience 