Documents/CSSGA

Developing an Effective Customer Service Strategy for Government Agencies

Strategic_Plan

Publication: 2012-11-13

Source: http://www.howto.gov/customer-service/strategic-planning

Have a plan to serve your customers -- How does your agency manage customer service? Do you have a plan, and follow it -- or do you just "wing it"? If you want to get a better handle on your agency's customer service efforts, here's a 10-step plan to develop and implement an effective customer service strategy.

Submitter:

Name:Owen Ambur

Email:Owen.Ambur@verizon.net

Organization:

Name:HowTo.gov

Acronym:H2G

Description:
HowTo.gov is a website to help government workers deliver a better customer experience to citizens. It's about sharing new ideas, common challenges, lessons learned, and successes across government. HowTo.gov can help you work smarter, whether you're on the "front lines" of government customer service; you manage a customer service channel; or you support customers through new media, open government, cloud computing, communications, innovation, or in some other way.

Stakeholder(s):

  • Alycia Piazza: Content Lead

Content
Visions
Missions
Values
1: Cusotmer Identification
2: Customer Desires
3: Culture
4: Service Standards & Expectations
5: Consistency
6: Vision
7: External Strategy
8: Recruitment & Retention
9: Employee Empowerment
10: Communications & Rewards