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Citizen Centric Service - United States
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government in the United States.
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Site Articles
- Citizen Centric Services - United States - Archive
- Articles and resources about trends and issues relating to citizen centric services in the United States.
Added: 13 December 2005
Page views: 3,309
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75
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- USA Services
Mission: To present citizens with a single point of reference for government, allowing them to receive accurate, timely and consistent answers and information in both English and Spanish via their preferred means of communication.
They have developed a six step approach to improving agency citizen services and establishing government-wide citizen service standards.
Added: 28 February 2007;
Page views: 2,843
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- Keeping pace with the super consumer: The Foresee E-Retail Satisfaction Index
- (Spring Top 100 Edition). ForeSee Results, May 9, 2012. Commentary and Analysis By: Larry Freed, President and CEO of ForeSee; Research By: Rhonda Berg, Research Manager, ForeSee. "For the eighth year, ForeSee has conducted the Spring Top100 edition of the ForeSee E-Retail Satisfaction Index, an analysis of customer satisfaction with the top 100 online retailers in the United States. The list of the top 100 e-retailers is determined by the 2012 Internet Retailer Top 500 Guide. This revealing report, the result of almost 21,000 responses from visitors to the top 100 retail sites, allows for year-over-year comparisons of both industry average satisfaction and satisfaction with individual retailers. Key findings of this year's research are further explored in the following report and include: Satisfaction plateaus: Overall satisfaction scores with the top e-retailers is stable. In 2010, there was an increase in customer satisfaction from 2009 when the average score jumped from 73 (its lowest point) to a record high of 78 as e-retailers rebounded from the sluggish economy. They haven't budged since, and overall satisfaction remains at 78. Amazon sets the standard: Amazon continues to set the standard for e-retailers. After grabbing the top spot from Netflix last year, Amazon (89) remains the leader of the pack, improving three points from 2011's score of 86. Amazon's score sets a record as the highest score ever attained by a retailer measured in this Index..." [Requires Registration]
Added: 14 May 2012;
Page views: 3
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- Which agency's websites are outscoring Amazon for customer satisfaction?
- By Alice Lipowicz. Federal Computer Week, May 10, 2012. "Customer satisfaction scores for two websites run by the Social Security Administration are the highest in the federal government and even surpass those of the highest-scoring online retailer, Amazon.com, according to new market research. Amazon historically has led the pack in pleasing customers online with a published score of 89 on the 100-point American Customer Satisfaction Index, according to Larry Freed, president of ForeSee Results Inc. research firm. But the SSA is doing Amazon one better..."
Added: 14 May 2012;
Page views: 82
Rating: 0
Votes: 0
- Customer Service Act Is Good News for Citizens and Employees
- Posted, by Candi Harrison. Governing People, May 1, 2012. "Good news! The Federal Customer Service Enhancement Act, H.R. 538 has passed out of a House committee and is moving forward. What? You’ve never heard of the Federal Customer Service Enhancement Act? Oh, my. Well, let me tell you about it because this law would be great news for public servants and citizens alike. The Act would add support and permanence to President Obama's Executive Order on customer service. What I like most is that it calls for agencies to credit and reward employees for great customer service. Bingo! The Act legitimizes 'customer service' as an organizational value; and it recognizes that great customer service depends on government employees who know their customers, care about what they want and need, and go the extra mile to make sure they get it..."
Added: 3 May 2012;
Page views: 83
Rating: 0
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- Customer Service Bill Is Resurrected
- By: John M. Kamensky. IBM Center for the Business of Government, Wednesday, April 25th, 2012. "Will feds soon be asking their customers if they are satisfied with the service they’ve received? Following the customer service initiatives launched by Gore’s reinventing government team in the 1990s, the federal government has waxed and waned on the importance of customer service in the course of serving the public. Now that citizen satisfaction with government services is under 20 percent, a new law may turbo charge the emphasis if it is passed, since it would tie customer service to employees’ performance ratings..."
Added: 26 April 2012;
Page views: 105
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- How to make your company think like a customer
- by Floren Robinson and Justin M. Brown. Accenture, March, 2012. "Customers today expect an imaginative, high-quality experience in a multichannel environment. Regard this as an opportunity... Merely adding customer-centricity to your vision statement isn’t enough. Thinking like your customer is the first challenge, and delivering a positive customer experience is even harder. Achieving customer-centricity requires rethinking the way business is done. And this, in turn, requires a holistic approach that encompasses everything from analytics and insights to strategy and customer experience, from operating model design and execution to governance and transformation management..."
Added: 15 March 2012;
Page views: 184
Rating: 0
Votes: 0
- Do They All Perform Alike? An Examination of Perceived Performance, Citizen Satisfaction and Trust with U.S. Federal Agencies
- by Forrest V. Morgeson III, American Customer Satisfaction Index; Claudia Petrescu, Eastern Michigan University - Department of Political Science. International Review of Administrative Sciences, Forthcoming, Social Science Research Network, February 26, 2011. "... What drives citizen satisfaction and trust with U.S. federal government agencies? Are these determinants constant across agencies, or do they differ? In this paper, we examine elements of citizen perceived performance as determinants of satisfaction and trust in federal agencies using a multi-year, cross-sectional, multi-agency sample of respondents..."
Added: 1 March 2012;
Page views: 174
Rating: 0
Votes: 0
- Making a Case for Citizen-Centric Services in Government Agencies - in pdf format (1287kb)
- (This document requires the use of Adobe Acrobat Reader). IBM Enterprise Content Management, 2010. "As the economy starts to recover, government agencies are under increased pressure to streamline their processes, reduce costs, and improve citizen services with fewer and fewer resources. With change as the driver, government agencies of all sizes are charged with balancing needs with greater demand and complexity to keep government moving. In addition, new laws and regulations are changing the playing field on a daily basis. These forces are driving governments to transform, requiring their organizations to find new and innovative ways to minimize bureaucracy while providing better service and faster outcomes..."
Added: 1 December 2011;
Page views: 189
Rating: 0
Votes: 0
- USA.gov: What analytics can tell us about the American mind
- By Alice Lipowicz. Federal Computer Week, November 29, 2011. "When people think of trailblazing online customer service, they usually think of Amazon and Netflix. When the topic is online engagement, they look to Facebook and Twitter. The federal government is not yet thought of as being in those elite ranks, but its online mission is no less compelling. The evolution of Web 2.0 technology is creating unprecedented opportunities for federal agencies to engage with their customers, giving them access to a treasure trove of information and helping them develop a new generation of services..."
Added: 1 December 2011;
Page views: 193
Rating: 0
Votes: 0
- The People-Centered Universe
- Fresh Thinking on Government IT Modernization. A strategy paper from the Center for Digital Government. November 2011. "... Historically, we have put the IT system at the center of our universe. But today's new world is very different. In fact, the IT-system-as-the-center model is crumbling as legacy systems age, skilled workers retire and budgets are squeezed. It’s time for our own Copernican Revolution. In short: It’s time to put people at the center of our universe. This white paper analyzes this shift and what it means for legacy system modernization in government. For a number of reasons — chief among them the changes required by health care reform — state health and human services agencies are early navigators of this new world..." [Requires Registration]
Added: 29 November 2011;
Page views: 330
Rating: 0
Votes: 0
- 7 Things Every Government Agency Can Do To Improve Customer Service
- Essentials for Satisfying President Obama's Customer Service Mandate, By Mark Malseed. Oh My Gov, October 19 2011. "1. Create FAQs and publish them prominently in multiple formats. 2. Centralize your customer and case management, so profiles are in one place, accessible to anyone who needs them. 3. Post your own agency customer service pledge... and include some stretch goals. 4. Use visuals to explain complex issues and processes. 5. Solicit lots of feedback - then listen carefully and use it to improve.6. Make use of Mobile technology in every available way. 7. Empower your employees with a leading-edge CRM tool..."
Added: 27 October 2011;
Page views: 450
Rating: 0
Votes: 0
- The GovLoop Guide to Excellent Customer Service - in pdf format (155kb)
- GovLoop, September 2011. "...In a memo by Jeffrey Zients, Federal Chief Performance Officer and Deputy Director for Management, 'Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service,' Zients walks you through some steps to make sure your agency complies with the Executive Order. The four overarching categories that Zients identifies are: 1. Improve Customer Service Delivery; 2. Advance Customer Service through Innovative Technology; 3. Solicit Timely Customer Feedback; 4. Improve Online Services; Below we have mapped out each area and provided some insights from the GovLoop Community as to how best meet the requirements of the Executive Order and improve your customer service..."
Added: 11 October 2011;
Page views: 667
Rating: 0
Votes: 0
- Announcing the GovLoop Excelling with Customer Service Guide
- Posted by GovLoop on September 25, 2011. "... How is your agency doing as it prepares its Customer Service Plan in response to President Obama's Customer Service Executive Order? As the October 27 deadline for submission stands just one month away, GovLoop has created the guide below. It's designed to help you in addressing topics such as: - improving customer service delivery, - advancing customer service through innovative technology, and - eliciting timely customer feedback..."
Added: 11 October 2011;
Page views: 226
Rating: 0
Votes: 0
- The Partnership Fund for Program Integrity Innovation: Expanding Ways to Provide Cost-Effective Services
- by Jonathan C. Tucker, National Academy of Public Administration. IBM Center for the Business of Government, September 2011. "All levels of government are under fiscal stress trying to meet greater demand for public assistance. This environment increases the magnitude of risk from improper payments and other wasteful practices. To maximize resources and impact, federal, state, and local governments must work together on collaborative approaches to getting the right benefits to the right people at the right time. In 2010, Congress and the President enacted the Partnership Fund for Program Integrity Innovation (Partnership Fund) to develop and assess pilot projects that meet this goal; the U.S. Office of Management and Budget (OMB) administers the Partnership Fund's $32.5 million appropriation authorized through FY 2012..."
Added: 22 September 2011;
Page views: 429
Rating: 0
Votes: 0
- Business Strategy: Creating More Effective Government Information and Service Channels - Citizen Survey and Analysis
- Authors: Adelaide O'Brien, Thom Rubel. IDC Government Insights, Document #GI229971, Published September, 2011. "This IDC Government Insights report analyzes 2,000+ responses to a survey conducted in February 2011. It analyzes citizen responses to better understand their attitudes and preferences on how often they interact and/or want to interact with government agencies; what are their information and/or services needs from government; what are their primary channel preferences for interacting with government; how they want government to interact with them — responsively, proactively, intuitively; if they want governments to share their information; and do they want government agencies to facilitate communications between citizens..."
Added: 14 September 2011;
Page views: 329
Rating: 0
Votes: 0
This category last updated: 14 May 2012
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