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.