Re-Imagining Customer Service inGovernment Pat Fiorenza Research Analyst
Presentation Overview• GovLoop 101• Findings from Research Report• Q&AIn the spirit of GovLoop- let’s make this asinteractive as we can and take advantageof the knowledge of customer service inthe room today. Thrilled to be here andshare some findings, and really want tohear and learn from your experiences.
GovLoop 101Quick history and overview ofGovLoop – The knowledgenetwork for government
GovLoop’s PurposeIndicate a Problem – Millions of governmentemployees working on similar issues without anoutlet to communicate. Without communicatingwith one another a gap in knowledge was created.Provide a SolutionGovLoop creates aknowledge network toconnect, engage andtrain governmentemployees.
GovLoop - The Knowledge Network For Government• Serves 56,000+ Members Federal Government• Blogs 12.48% State Government• Groups• Discussions 9.18% Local Government• Forums 50.37 % 14.83%• Resources Industry/Gov’t• Daily Newsletter 13.14 % Contractors• GovLoop Insights Other (i.e. non- profit, academia &• Job Postings International Gov’t)• Events Average Age:• Trainings
GovLoop: Services Professional services that help government employees advance their skills, knowledge and career.
GovLoop: Trainings Informative and educational training opportunities to enhance the governments shared knowledge.
GovLoop: Events Events designed to empower government with the right tools, thinking and motivation. Networking Conference Roundtables
Next Generation of Government Summit• 2012 marks the 3rd consecutive year• 87% of the 500 person audience were government employees• 43 different department’s or states were represented You guys rock…that really was an awesome• Attendee Feedback: conference. I was so encouraged by all the energy, young talent and Your hard work in hosting the Next Generation of thought leadership. Government Summit, finding so many speakers who - Jonathan B. are walking their talk, and creating a "family" atmosphere is already paying off for my organization. - Emily S.
Customer Service Report: Re –ImaginingGovernment Customer ServiceSummary of findings fromResearch Report conductedspring 2012
Research Overview• Review of President Obama Executive Order• What has changed?• What are agencies struggling with?• What are the barriers to improved customer service?
Research Overview• Conducted 11 Interviews• Survey of 138 GovLoop members involved in customer service• Interviews and Survey from federal, state, local level• Research ran from April – May• Paper to be released early June
5 Core Findings1. Challenging to Identify Customers2. Challenges Exist Using Customer Service Data3. Cultural Hurdles Still Remain for Improved Customer Service4. Technology Enables Improved Customer Service Delivery5. Identification of Best Practices
Core Finding – Identifying Customers• Who is actually a customer of the government?• It’s more complex than “citizens”• How does customer identification impact services?• Identifying the right customer is foundational to improved customer service
Core Tactics – Identifying Customers• Develop Strategies to Identify Customers• Use Multiple Channels to Reach Customers
Core Finding – Using CS Data• How are agencies using data to drive improved customer service initiatives?• How are agencies sharing information?• Often, data and customer services initiatives are decentralized• Information rest in silos
Core Tactics – Using CS Data• Consolidate Data Silos• Identify Metrics that are Performance Drivers• Develop Customer Service Standards and Metrics
Core Finding – Culture• Cultural barriers existed to improved customer service• Importance of identifying scope of project• Commonly heard “We’ve always done it that way”• Lack of Management Support
Core Tactics – Culture• Find a Champion• Work on Identifying Business Case• Learn to Navigate Organizational Culture• Be Transparent and Open to Critical Feedback
Core Findings - Tech• Could not improve customer service without technology• Technology enables – does not provide• Staffing, training, and implementation is critical• Importance of the “human” element
Core Tactics - Tech• Implement, Train & Staff• Use Collaborative Technology to Share Information• Use Technology to Improve Data Management
Core Finding – Best Practices1. Design With the Customer in Mind2. View Customer Service in Context of Mission3. Share Resources Across Agency4. Tie Customer Service to Open Government5. Consider Lessons Learned from Private Sector
Contact Information• Pat Fiorenza• Email: email@example.com• Twitter: @pjfiorenza