Improve User ExperienceAccording to an article in National Journal titled Obama Calls for ‘Customer Service’ Improvements in Federal Agencies, each US government agency is now charged with the mission to improve user experiences.


1. Each agency has to develop a plan within 180 days.

2. They also have to initiate at least one project that uses technology to improve customer experiences

3. They have to solicit feedback for ongoing continuous improvement.

Governments need to keep up with industry. As new technology gets adopted in industry, consumers wonder why their government is not keeping up. Business who use technology often do so to improve the customer experience while reducing costs. Governments could achieve similar benefits.

One of the benefits of the government being a ‘late starter’ is that they can benefit from the learning of others. The US Federal government has set up a Best Practices sharing site so best practices can be shared between agencies and the private sector.

Hopefully this initiative will spread to other government agencies: state, county,  municipal, and to other countries around the world.

Bravo to President Obama for embracing the need to improve government customer service.



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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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