Streamlining Service Delivery and Improving Customer Service Webcast

The Administration recently issued an Executive Order directing federal agencies to create new technology-based plans to deliver services better, faster and at a lower cost to the public. During this free webcast, members of the Government Contact Center Council (G3C) will address the Order’s required Customer Service Plan and how their agency will accomplish the specific actions outlined in the memo, including:

• A signature initiative to use technology to improve customer experience;
  
• Soliciting customer feedback on Government services and improving services.
  
• Setting clear customer service standards and expectations, including, where appropriate, performance goals for customer service required by the GPRA (Government Performance and Results) Modernization Act of 2010
  
• Adopting proven customer service best practices and coordinating across service channels (such as online, phone, in-person, and mail services);
  
• Streamlining agency processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries;
  
• How to use innovative technologies to accomplish the customer service activities above, thereby lowering costs, decreasing service delivery times, and improving the customer experience.