How Education and DHS raised the bar on customer service
Education's StudentAid.gov is one of the first agency websites to have a fully mobile-responsive design platform.
White House building a 'Yelp' to rate federal services
The administration will soon launch a "federal feedback button" pilot, allowing feedback similar to sites like Yelp.
TSA focus on customer service paying dividends
The Transportation Security Administration has been shifting from a one-size-fits-all screening approach to a risk-based model – and dramatically improving the customer experience at the same time.
Should agencies deliver services based on life events?
Group: Agencies could collaborate to deliver services based on events in peoples' lives for greater efficiency.
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Customer service improvement can challenge agencies
Improving the citizen experience is a high-priority goal for agencies, but progress has been slow and uneven
By Michael Hardy
