OI 1 Initiative 3: Customer Service Training

Assessing customer service training needs across government to transform the Web Manager University

Other Information:

Initiative: Assessing customer service training needs across government to transform the Web Manager University. Service: Customer experience. Description: Web Manager University provides low- and no-cost training in areas critical to improving the public's experience when interacting with government and accessing government information and services through the Web and contact centers. This includes emerging technologies, usability, plain language, customer service best practices, and multimedia content. By rebranding, Web Manager University can appeal to a much broader audience, which is necessary for widespread improvements. Challenges: Broaden the program perception that the training is not just for Web managers; Increase awareness of services we can provide outside the Web community; and Continue to increase participation despite agency cuts to training budgets. Outcome: By rebranding WMU to Digital Government University, program officials, acquisition officials, IT officials, legal officials and others will be able to use citizen engagement, challenges, social/new media, plain language and the tenets of good customer service when launching initiatives within government. We anticipate that programs government-wide will benefit from having access to this valuable low and no-cost training.

Stakeholder(s):

• Web Manager University


• Federal Government Program Officials: Customers: Federal, state and local government program officials, IT officials, Web and new media managers


• State Government Program Officials


• Local Government Program Officials


• IT Officials


• Web Managers


• New Media Managers

Indicator(s):

Indicator:1

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