Re-Imagining Customer Service in Government

Pat FiorenzaResearch Analyst

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.

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

GovLoop’s PurposeIndicate 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.

GovLoop - The Knowledge Network For Government • Serves 56,000+

Members • Blogs• Groups• Discussions• Forums• Resources• Daily Newsletter• GovLoop Insights• Job Postings• Events• Trainings

50.37 %

13.14 %

14.83%

9.18%

12.48% Federal Government

State Government

Local Government

Industry/Gov’t Contractors

Other (i.e. non-profit, academia & International Gov’t)

Average Age: 43

GovLoop: ServicesProfessional services that help government employees

advance their skills, knowledge and career.

GovLoop: TrainingsInformative and educational training

opportunities to enhance the governments shared knowledge.

GovLoop: EventsEvents designed to empower government with the

right tools, thinking and motivation.

RoundtablesConferenceNetworking

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

• Attendee Feedback:Your hard work in hosting the Next Generation of Government Summit, finding so many speakers who are walking their talk, and creating a "family" atmosphere is already paying off for my organization.

- Emily S.

You guys rock…that really was an awesome conference. I was so encouraged by all the energy, young talent and thought leadership.

- Jonathan B.

Customer Service Report: Re –Imagining Government Customer Service

Summary of findings from Research Report conducted spring 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 Findings

1. 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 Practices

1. 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: pat@govloop.com •Twitter: @pjfiorenza