Serving the customer and the federal workforce.

Author:Ketter, Paula

Customer service--or "citizen service" as it is called in many agencies--is a hot topic in the federal government that isn't going away any time soon. Satisfaction with federal government services has declined for the second consecutive year, according to a study by the American Customer Satisfaction Index, and while some of that can be attributed to cuts in agency budgets and fewer federal workers, the critical question is "What will this decline ultimately cost the government?"

The forum this month examines customer service across federal agencies and outlines the steps they need to take to meet the expectations of customer. With the decline in customer satisfaction, the federal government needs to be exceptionally vigilant in its actions with citizens, because dwindling budgets and staff are still an issue. Pressure on the government to transform less-than-satisfactory services into positive citizen experiences will increase, forcing agencies to find new and innovative ways to serve the American people.

In addition, I had the pleasure of talking to OPM Director Katherine Archuleta about a new comprehensive, data-driven strategy that utilizes all the tools available to agencies to help the federal government attract, develop, and retain a talented workforce. During her 18...

To continue reading