In an earlier post titled Obama endorses improved Government Customer Service, the expectation was set that each government agency had to produce customer service plans. To quote a US Government website, ” The American people deserve a Government that is responsive to their needs”. Four initiatives from the Department of Treasury are covered. Recently the US IRS (Internal Revenue Service) was highlighted as having poor responsiveness during US tax season. This issue does not seem to be addressed in the Department of Treasury plans.

IBM has published a study of over 1700 Chief Marketing Officers titled From Stretched to Strengthened, Insights from the Global Chief Marketing Officer Study which highlights the changes the marketplace is going through and the need for businesses to adapt.

According 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. Each agency has to develop a plan within 180 days. They also have to initiate at least one project that uses technology to improve customer experiences and they have to solicit feedback for ongoing continuous improvement.

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