U.S. General Services AdministrationU.S. General Services Administration
Customer Service Initiatives Across Government
Martha Dorris
Deputy Associate Administrator
Office of Citizen Services and Innovative Technologies
Customer Service is Getting Continued Focus
Cross Agency Priority (CAP) Goal: "Deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government." This goal of improving customer service will be reached by:o Streamlining transactions; o Developing standards for high impact services; ando Using technology to improve the customer experience.
FY 15 Budget: Effectiveness: Deliver a World-Class Customer SErvice Experience for Citizens and Businesses
Other Important Initiatives
Social Security Administration’s Vision for Customer Service 2025
GSA OCSIT’s CX Program
Smart Lean Government, ACT/IAC
Take Aways
• Never underestimate the impact that Contact Centers have in influencing the public’s perception of government.
• We should be working together across agencies to determine how that service can be improved as a whole.