About Citizen Services

Who We Are and What We Do

Nomination Form for the 2010 Government Citizen Service Award

Due to the inclement Washington, DC, weather, we have extended the deadline for nominations until February 19.

This year’s program is open to federal, state, and local government agencies. The Citizen Service Award is designed to:

  • recognize government offices that have superior programs in citizen engagement thereby setting high standards for others to follow
  • Promote and encourage improvements in citizen engagement and customer service

Read more about past winners

Please complete the following form. All fields are required

 

Nominator Information:
Name: Title:
Organization: Phone:
Email:  
Program/Initiative you are nominating:
Program/Initiative Name:

Parent Organization (no acronyms):

Please answer the following questions:

1. Provide a summary of your program/initiative. This description will be used in outreach with the press and should accurately and succinctly convey the program and its accomplishments. (10 points, 100 words)


Words remaining:

2. Government agencies use many methods to engage the citizens they serve: focus groups, satisfaction surveys, or New Media such as online dialogues, Facebook, Blogs, YouTube, and Flickr.. Describe your efforts to increase engagement between your agency and the public. Also tell us about service delivery improvements you made based on feedback received through the aforementioned programs. (40 points, 600 words)


Words remaining:

3. Describe improvement in the areas of customer service performance measurement and cost savings. Explain how these improvements enhanced the citizen experience. Provide quantifiable measures used to determine success. Please describe the cost savings (35 points, 500 words) For example:

  • the addition of Frequently Asked Questions (FAQs) on your web site or a phone Interactive Voice Response (IVR) resulted in improved service and cost savings at your contact center
  • you increased your agency’s speed in responding to citizen inquiries
  • you consolidated activities, such as call centers, resulting in cost savings and improvements in customer service.

Please provide a web link if possible, so that we can verify cost savings (Congressional testimony, your agency’s annual report.)


Words remaining:

4. Describe what you are doing to improve the citizen experience through the quality and accuracy of the information you deliver to citizens. For example, integration of databases supporting channels (phone, email, publications, etc) so that information is consistent; and/or quality monitoring of email responses to citizen inquiries. (15 points, 250 words)


Words remaining:

Your answers should focus on accomplishments in Calendar Year 2009. Thank you for applying for the Citizen Service Award, and helping us identify best practices in citizen engagement and customer service