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 a...
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 commun...
GovLoop - The Knowledge Network For Government•   Serves 56,000+ Members                            Federal Government•   ...
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.   Network...
Next Generation of Government Summit• 2012 marks the 3rd consecutive year• 87% of the 500 person audience were  government...
Customer Service Report: Re –ImaginingGovernment Customer ServiceSummary of findings fromResearch Report conductedspring 2...
Research Overview• Review of President Obama  Executive Order• What has changed?• What are agencies struggling  with?• Wha...
Research Overview• Conducted 11 Interviews• Survey of 138 GovLoop members involved in  customer service• Interviews and Su...
5 Core Findings1. Challenging to Identify Customers2. Challenges Exist Using Customer Service Data3. Cultural Hurdles Stil...
Core Finding – Identifying Customers• Who is actually a customer of the government?• It’s more complex than “citizens”• Ho...
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 agenci...
Core Tactics – Using CS Data• Consolidate Data Silos• Identify Metrics that are Performance Drivers• Develop Customer Serv...
Core Finding – Culture• Cultural barriers existed to improved customer  service• Importance of identifying scope of projec...
Core Tactics – Culture•   Find a Champion•   Work on Identifying Business Case•   Learn to Navigate Organizational Culture...
Core Findings - Tech• Could not improve customer service without  technology• Technology enables – does not provide• Staff...
Core Tactics - Tech• Implement, Train & Staff• Use Collaborative Technology to Share  Information• Use Technology to Impro...
Core Finding – Best Practices1.   Design With the Customer in Mind2.   View Customer Service in Context of Mission3.   Sha...
Contact Information• Pat Fiorenza• Email: pat@govloop.com• Twitter: @pjfiorenza
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Re-Imagining Government Customer Service

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Re-Imagining Government Customer Service

  1. 1. Re-Imagining Customer Service inGovernment Pat Fiorenza Research Analyst
  2. 2. 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.
  3. 3. GovLoop 101Quick history and overview ofGovLoop – The knowledgenetwork for government
  4. 4. 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.
  5. 5. 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
  6. 6. GovLoop: Services Professional services that help government employees advance their skills, knowledge and career.
  7. 7. GovLoop: Trainings Informative and educational training opportunities to enhance the governments shared knowledge.
  8. 8. GovLoop: Events Events designed to empower government with the right tools, thinking and motivation. Networking Conference Roundtables
  9. 9. 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.
  10. 10. Customer Service Report: Re –ImaginingGovernment Customer ServiceSummary of findings fromResearch Report conductedspring 2012
  11. 11. Research Overview• Review of President Obama Executive Order• What has changed?• What are agencies struggling with?• What are the barriers to improved customer service?
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. Core Tactics – Identifying Customers• Develop Strategies to Identify Customers• Use Multiple Channels to Reach Customers
  16. 16. 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
  17. 17. Core Tactics – Using CS Data• Consolidate Data Silos• Identify Metrics that are Performance Drivers• Develop Customer Service Standards and Metrics
  18. 18. 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
  19. 19. Core Tactics – Culture• Find a Champion• Work on Identifying Business Case• Learn to Navigate Organizational Culture• Be Transparent and Open to Critical Feedback
  20. 20. 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
  21. 21. Core Tactics - Tech• Implement, Train & Staff• Use Collaborative Technology to Share Information• Use Technology to Improve Data Management
  22. 22. 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
  23. 23. Contact Information• Pat Fiorenza• Email: pat@govloop.com• Twitter: @pjfiorenza

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