OhMyGov!

News, strategies and trends for the week

By Ohmygov.com's Alex Salta



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

In the wake of President Obama's April Executive Order directing all federal agencies to make improved customer service a top priority, service has been a hot topic in government circles. And with the October 24 deadline for agencies to publish an updated customer service plan rapidly approaching, feds are looking for all the tips and advice they can get for improving their agency's performance. Here are a few links we thought might be helpful.


Best Practices for Government Websites
NextGov
NextGov takes a look at some of the best, most original and cutting-edge agency websites in this interactive slide show. NextGov looks at some of the keys for crafting an effective site, including organizing audience specific site content as NASA does on their website, or the importance of staying fresh and topical as the CDC has managed to do. This is a quick and informative read for both web-developers and govvies looking to expand and polish their agency's web presence. Read the full story >>

GSA Launches YouTube-inspired contest for how-to videos
Challenge.gov

Think you have what it takes to answer a gov-related question in a fun and creative way? Well then this GSA sponsored contest is for you. Entries will attempt to answer one of five frequently asked questions (examples are "How can I get a Social Security card?" and "How do I check the status of my tax refund?"). The winning submissions will be featured on USA.gov, and oh yeah...there's a $1,000 cash prize too!Read the full story >>

HowTo.gov's guide to Customer Service in Government
HowTo.gov

HowTo.gov examines the importance of, and best practices for, customer service in government in this one-stop shop for everything you need to know in getting started on improving your agency's policies. Everything from tips on collecting customer feedback to examples of good customer service policies in action are presented in what amounts to an online handbook for anyone giving their agency's customer service program a facelift. This is about as "essential" as reading gets. Read the full story >>

NJ Transit gets low grades on rail service in latest customer survey
Newark Star-Ledger

For every government customer service success story, there are a hundred tales of terror...for commuters in the most densely populated state in the nation, this is one of the latter. On a scale of 0 to 10, rail customers gave NJ Transit an overall grade of 4.2 in the agency's latest "Scorecard" customer satisfaction survey, down from 4.5 in April during the initial survey. For one of the busiest mass transit systems in the country, this is cause for concern and a cautionary tale for other state and local shops looking to avoid the pitfalls of shoddy service. But hey, 7 in 10 NJ commuters still say they would recommend NJ Transit despite their lack of satisfaction. Read the full story >>

Improving Government Customer Service
FutureFed
Still have questions about how your agency can best meet the guidelines laid out in April's Executive Order on customer service? FutureFed is here to help with a quick and easy rundown of everything you need to know so your agency doesn't fall behind the curve. The tools for improvement are out there if you know where to look for them, and they're all right here! Read the full story >>

If You Build It, Will They Download? The benefits and challenges of government mobile apps
GovExec (Registration req'd)
This highly visual GovExec guide to the benefits and potential perils, both financial and otherwise, to jumping into the burgeoning field of mobile apps is required reading for communicators looking to take the next step in Gov 2.0. Mobile apps have exploded in popularity as smartphones have gone from being cost-prohibitive gadgets to the standard in cellular technology. Agencies lagging on the development of apps are in danger of falling behind, but this guide gives great pointers on how to ensure your transition to the mobile market is a successful one. Read the full story >>

Executive Order - Streamlining Delivery and Improving Customer Service
The White House

Why is customer service suddenly such a hot topic in gov circles? Because the President said so, that's why! This April 2011 executive order explains why, as President Obama writes, "the public deserves competent, efficient, and responsive service from the Federal Government." If nothing else this can serve as a de-facto mission statement for all agencies revamping their customer service policies, a baseline of standards to be followed at all times. Read the full story >>


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