This series of articles on customer service in government is sponsored by Microsoft. Download a customer service planning guide at Microsoft Government today.

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Better Government Call Centers for Citizens?

The Public Manager

The Fall 2011 issue of Public Manager magazine takes a look at how President Obama's April call for more streamlined government customer service has affected one of the oldest pillars of the gov customer service infrastructure: the call center. As the magazine correctly notes, even with the recent advances in Internet technology there is often no substitute for picking up the phone and actually talking to another human being when in need of professional assistance. This report is essential reading for supervisors looking to improve the efficiency and effectiveness of their call centers.  Read the full story (PDF) >>

MyMedicare.gov saves CMS, baby boomers money and time

Government Computer News

The newly launched MyMedicare.gov provides visitors with both claims and general information about Medicare benefits. With more and more tech-savvy baby boomers reaching retirement age, the days of grandma writing an angry letter to the government are fading. Senior citizens are online, engaged, and want their questions answered in a timely and accurate manner. Sites like MyMedicare will soon become the norm in government customer service - and help realize big savings in annual budgets, according to projections. GCN's report is an interesting look at the next big trend in government customer service: the self-serve web portal.  Read the full story >>

Facebook and Labor Department team up on Social Jobs Partnership

OhMyGov

OhMyGov takes a look at a new initiative in which the Department of Labor teamed up with Facebook and a collection of private employment associations to bridge the gap between social media and online job sites. "By leveraging the power of the social Web, this initiative will provide immediate, meaningful and ready-to-use information for job seekers and employers, and a modern platform to better connect them," Secretary of Labor Hilda Solis said in a statement. We couldn't agree more.  Read the full story >>

Steve Jobs' Legacy for Government

Governing magazine

Much has been written about Steve Jobs' contributions to technology, media and culture since his death in early October, but Governing takes a look at the Apple founder's many unsung contributions to technology in the public sector. This is an interesting look at one of the more underappreciated sides of one of the dominant figures of our time.  Read the full story >>

AWARDS & COMPETITIONS

ACSI Survey takes a look at government agency customer satisfaction

ForeSee Results

The American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index measures how federal agencies are performing in customer satisfaction. The ACSI report examines a variety of factors to determine which executive agencies are the most transparent and most effective when it comes to their web and social media presence. Read the full story >> 

NAGC Announces the 2012 Blue Pencil and Golden Screen Awards Competition

National Association of Government Communicators

Customer service and communications often go hand in hand. Entries are now being accepted for an annual awards program that honors superior government communications products and the people who produce them. From now through January 20, 2012, NAGC will be looking for the best in gov innovation in a variety of categories ranging from electronic communications and social media to graphic design. The winning submissions will be recognized this June at the NAGC's Government Communicators conference. Read the full story >>

The Best Congressional Websites Receive Recognition

Congressional Management Foundation

In issuing the 2011 Golden Mouse Awards, the Congressional Management Foundation evaluated each Member of Congress' official website on a range of criteria, many of which boil down to customer service. Top honors went to Sen. Mark Begich (D-AK) and Rep. Paul Ryan (R-WI). "In the 21st Century, a website is much more than a broadcasting tool for a political message - it's a virtual office and a window into our democratic institutions," CMF President and CEO Bradley Fitch said.  Read the full story >>

ALSO IN THE NEWS

Government Printing Office earns positive scores in customer satisfaction survey

PIWorld.com    The GPO satisfies its customer base Read more >>

Agency Web Improvement Plans  

USA.gov    A list of federal agency plans for overhauling their official websites  Read more >>  

Case study details how USDA improved operations management

Customer service extends to how your agency works with other organizations and agencies who ultimately are the face to the constituents. See how the U.S. Department of Agriculture accelerated reporting by 80 percent and improved operations management to support the agricultural producers.  Read more >>