For Real HR Transformation, Begin with the Customer
The author says that the challenge that he believes is most critical for federal HR is the citizen/customer experience.
Customer Service
President’s Management Agenda Addresses Key Civil Service Issues
The author says that the President’s Management Agenda is a great start to modernizing government. He highlights some of the key points.
Senators Want to Improve Agencies’ Customer Service Focus
Legislation has been introduced in the Senate designed to simplify the process for federal agencies to solicit voluntary feedback from their customers.
Poor Customer Service Leads to Removal
An IRS employee who cursed out a taxpayer in front of several witnesses could not persuade the court that his removal was unwarranted.
Customer Service Best Practices in the Cellphone Age
The author says that as the prevalence of cell phones has increased, customer service practices must evolve along with it. She provides some tips that federal employees in customer service positions should keep in mind when dealing with customers who may be talking on their phones.
Great Customer Service? Congressman Gets Response from IRS After Almost 8 Years
Congressman Paul Gosar (R-AZ) is unhappy with the IRS. He recently let loose on the agency in an editorial in which he recounts the story of how a request he submitted nearly 8 years ago was only just recently answered.
Report: Agencies Fall Short in Delivering Customer Service
A new report says that federal agencies come up short in delivering great customer service and offers recommendations for ways agencies can improve the customer experience when dealing with the public.
Senator Questions Quality of Service Being Provided to Victims of OPM Data Breach
Senator Mark Warner (D-VA) sent a letter to OPM director Katherine Archuleta in which he expressed concerns about the quality of service being provided by the company her agency selected to provide identity theft monitoring services to federal employees whose personal data was exposed in the recent cybersecurity breach.
Report: IRS Deliberately Cut Customer Service Funding
A new report from the House Ways and Means Committee says that the IRS deliberately cut funding to taxpayer services, resulting in increased wait times for customers, more delays in paying tax refunds, and other customer service problems.
Customer Service at USPS: ‘Today is Not Your Day’
Want to increase the public’s perception of your agency’s commitment to providing a favorable experience? One Postal Service employee is trying a new approach with a sign: “Today is not your day.”
