customer service

The District of Columbia Data Catalog And 311 Message Service

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If you were the mayor of the District of Columbia, how would you provide customer service? One major goal of the Gray Administration is to help the District government reach a gold standard of customer service delivery, exemplified by three key components:

  • Prompt and thorough response to constituent calls, written correspondence and requests for service
  • Professional and courteous treatment of constituents
  • Reliable entry points to government services
So the citizens of DC have the following online entry points:Request a Service, Customer Service, Office of Neighborhood Engagement, Ceremonial Greetings, and 311 Customer Satisfaction Survey

The top ten online services you can request are: Broken Meters, Residential Bulk Collection, Parking Enforcement, Tree Services, Illegal Dumping, Street and Alley Light Repair, Alley Cleaning, Residential Trash and Recycling, Street Sweeping, and Illegal Posters>

The featured services come with performance measures:

  • Sidewalk Repair: DDOT resolves sidewalk repair requests within 25 business days.
  • Broken Parking Meters: Single-space meters are fixed within 72 hours, multi-space within 24.
  • Streetlight Repairs: Expected date of completion depends upon the nature of the problem.
The Service Request Center Online allows one to: Keep reading →

 /  Published December 18, 2012 at 1:30 PM

DHS Reports Gains In Adopting Cloud Services

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To mark the June 9, 2012, completion milestone for Federal IT reform, I am pleased to highlight several DHS initiatives. Our focus includes shifting to a cloud-first policy, establishing strong governance of the Department’s IT investments, and the implementation of TechStats.
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This article originally appeared as a blog post on the Federal CIO Council’s website. For more news and insights on innovations at work in government, please sign up for the AOL Gov newsletter. For the quickest updates, follow us on Twitter @AOLgov.
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DHS is establishing a strong foundation for cloud computing services, shifting to a cloud model that will allow Components to quickly acquire services for their business and mission needs. DHS currently has 12 cloud services available to its customers. Nine are provided in the DHS Private Cloud:

  • Authentication as a Service (AUTHaaS)
  • Business Intelligence as a Service (BIaaS)
  • Case and Relationship Management as a Service (CRMaaS)
  • Development and Test as a Service (DTaaS)
  • Email as a Service (EaaS)
  • Production as a Service (PRDaaS)
  • Project Server as a Service (PSaaS)
  • SharePoint as a Service (SPTaaS)
  • Workplace as a Service (WPaaS)

Three are provided in the DHS Public Cloud: Keep reading →

 /  Published June 19, 2012 at 9:10 AM

Translating ‘Self-Service’ From Personal Applications To Government Organizations

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President Obama’s recent Executive Order: “Streamlining Service Delivery and Improving Customer Service,” is an excellent call to action to Defense and Civilian agencies to leverage self-service technologies to cut costs while also improving efficiencies.

As consumers, we’ve embraced self-service in everything from getting money at the ATM versus a bank teller to using online software to help us complete our tax returns. These conveniences are made possible by intuitive business process applications, and they make our lives easier, they keep us more informed and they allow us to be in control. Keep reading →

 /  Published September 9, 2011 at 12:34 PM

Perfecting Customer Service: Quality Is In The Eye Of The Beholder

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Being “good” at providing a high quality service to our customers – everyone we encounter everyday – is a given. We all understand the importance of making great impressions although our reasons could be different in different situations.

We may be trying to serve more people in the same amount of time, prevent people from getting upset and frustrated, calm someone who is upset and frustrated, seek repeat business, or foster our general belief that the noblest motive is in fact the public good. Keep reading →

 /  Published August 31, 2011 at 7:01 AM

Is President’s Performance Dashboard Better Than A Scorecard?

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The Bush Administration had its Results.Gov scorecard. The Obama Administration now has unveiled its Performance.Gov dashboard.

Is a dashboard better than a scorecard? Keep reading →

 /  Published August 25, 2011 at 7:48 PM

Tackling The Video Explosion In Government

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We’ve all heard the old adage “a picture is worth a thousand words.” But suppose we speak those 1,000 words at a moderate pace and demonstrate what we are talking about in a five to seven-minute video? According to both common sense and numerous studies, the learning opportunity and communications impact of video are clearly superior.

But until recently, video was costly to produce and cumbersome to distribute, making it impractical for all but the most “canned” applications. All that has changed with Enterprise IP Video tools to capture, record, manage, distribute, and access all video content across an organization’s existing network infrastructure. Keep reading →

 /  Published July 25, 2011 at 10:01 AM