Theme 1: Customer Service Culture

Change to a culture of customer service

Other Information:

Put the customer first -- A major theme throughout the dialogue was “culture change” and pushing the federal workforce to take a ‘customers first’ approach in managing websites. Ideas that generated the most consensus included using plain language on government websites, organizing content in ways that make sense to customers, and allowing government workers to use social media to provide direct customer service. Popular ideas within this theme include:

Stakeholder(s):

• Customers


• Federal Workforce

Objective(s):

1.1: Plain Language

1.2: Content Organization

1.3: Contacts

1.4: Usability

1.5: Social Media

1.6: Customer Bill of Rights

1.7: Real-Time Chat

1.8: Citizen Interaction

1.9: Customer Service Culture

1.10: Services

Content