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Improving Customer Experience Doesn't Always Mean More Money and Tech
NextGov: Federal agencies have been steadily increasing focus on providing better customer experiences, usually centered on implementing better technology. But it doesn’t always have to be about spending money on new tech.
“There are two different ways … to talk about improving customer service: one involves technology, what we’re doing does not,” Joe Doyle, director of the Office of Customer Experience at the Agriculture Department, said during a July 12 panel discussion hosted by the Partnership for Public Service. “A lot of things that we want to automate, we have to get the process right before we try to automate.”
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