The document summarizes a presentation given by Pat Fiorenza on re-imagining customer service in government. Some of the key findings from Fiorenza's research report include that it can be challenging for agencies to identify their customers and use customer service data, and that overcoming cultural hurdles is important for improved customer service. Technology enables better delivery of customer service if implemented correctly. The presentation also identifies best practices such as designing with the customer in mind and sharing resources across agencies.

1. Re-Imagining Customer Service in
Government
Pat Fiorenza
Research Analyst

2. Presentation Overview
• GovLoop 101
• Findings from Research
Report
• Q&A
In the spirit of GovLoop- let’s make this as
interactive as we can and take advantage
of the knowledge of customer service in
the room today. Thrilled to be here and
share some findings, and really want to
hear and learn from your experiences.

3. GovLoop 101
Quick history and overview of
GovLoop – The knowledge
network for government

4. GovLoop’s Purpose
Indicate a Problem – Millions of government
employees working on similar issues without an
outlet to communicate. Without communicating
with one another a gap in knowledge was created.
Provide a Solution
GovLoop creates a
knowledge network to
connect, engage and
train government
employees.

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. GovLoop: Services
Professional services that help government employees
advance their skills, knowledge and career.

7. GovLoop: Trainings
Informative and educational training opportunities to
enhance the governments shared knowledge.

8. GovLoop: Events
Events designed to empower government with the right
tools, thinking and motivation.
Networking Conference Roundtables

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. Customer Service Report: Re –Imagining
Government Customer Service
Summary of findings from
Research Report conducted
spring 2012

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. 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. 5 Core Findings
1. Challenging to Identify Customers
2. Challenges Exist Using Customer Service Data
3. Cultural Hurdles Still Remain for Improved
Customer Service
4. Technology Enables Improved Customer
Service Delivery
5. Identification of Best Practices

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. Core Tactics – Identifying Customers
• Develop Strategies to Identify Customers
• Use Multiple Channels to Reach Customers

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. Core Tactics – Using CS Data
• Consolidate Data Silos
• Identify Metrics that are Performance Drivers
• Develop Customer Service Standards and Metrics

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. Core Tactics – Culture
• Find a Champion
• Work on Identifying Business Case
• Learn to Navigate Organizational Culture
• Be Transparent and Open to Critical Feedback

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. Core Tactics - Tech
• Implement, Train & Staff
• Use Collaborative Technology to Share
Information
• Use Technology to Improve Data Management

22. Core Finding – Best Practices
1. Design With the Customer in Mind
2. View Customer Service in Context of Mission
3. Share Resources Across Agency
4. Tie Customer Service to Open Government
5. Consider Lessons Learned from Private Sector

23. Contact Information
• Pat Fiorenza
• Email: pat@govloop.com
• Twitter: @pjfiorenza