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Citizen Market Research and Insights
How Customer Service is Evolving in Government (Call/Contact Centers)
As GSA's Office of Citizen Services adopts new technologies, we also track how customer service is evolving at other agencies. At USA.gov, we keep a list of government podcasts and blogs, just to name a few. The Office of Citizen Services is an expert in how Web 2.0 technologies are being used around the government.
Provided by Members of the Government Contact Center Council, this report summarizes G3C's examination of this issue.
Successful Practices of Marketing Services in the Federal Government
The final report will be released when it is done with the editing and review process.
Successful Practices of Consolidating Contact Centers and Help Desks in the Federal Government
The final report will be released when it is done with the editing and review process.
Segmentation of Government Customers
5/10/2010 | Robert Smudde - GSA's Office of Citizen Services, Federal Solutions Division (formerly USA Services)
Six types of customer contacts with the government have been identified as part of a segmentation created by the U.S. General Services Administration’s Office of Citizen Services: informational, beneficial, dutiful, commercial, intergovernmental, and other. A customer can be a citizen, non-citizen, business, other government agency, military personnel, law enforcement, or any other entity that an agency provides a service for.
» View report (Word doc. - 33.3 kb)
One Size Fits Few: Using Customer Insight to Transform Government
4/29/2008 | Deloitte Research Study
One-size-fits-all solutions requiring citizens to navigate a complex bureaucratic maze to obtain services simply do not cut in today's "on-demand" world. This new study examines how governments can demonstrate competence in carrying out the difficult task of governance in the 21st century and help restore citizens' confidence in public institutions at the same time.
Government-Wide Assessment of Citizen Services Activities: Final Report
6/15/2007 | DPRA under contract to the Office of Citizen Services' Federal Solutions Division (formerly USA Services)
The Office of Citizen Services' Federal Solutions Division (formerly USA Services) conducted a Government-Wide Assessment (GWA) Survey to learn how and where people interact with the federal government and how to support agencies who may want assistance in improving their customer service functions. The survey is an expanded follow-on to the Budget Data Request conducted by the Office of Management and Budget in 2004.
» View report (pdf - 649 kb)
Improving Citizen Customer Service: Metrics, Benchmarks, Best Practices, and Technology Trends
7/20/2005 | Shahram Sharaf, MITRE Corp.
We contracted with the MITRE Corporation to study contact center metrics, best practices, and technologies in the public and private sectors. Some agencies and companies are already highly rated for their customer service and we want to learn from them.
» Download PDF (2.9mb)
