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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
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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
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Other Important Initiatives
Social Security Administration’s Vision for Customer Service 2025
GSA OCSIT’s CX Program
Smart Lean Government, ACT/IAC
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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.