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Poor Customer Service in the Public Sector Isn't Going Unnoticed
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- Sean Collins
For most Americans, we dread having to visit any federal agencies because they have the most awful customer service. Let's be honest, when was the last time you actually had a pleasant experience at the DMV? Exactly, I can't remember either. And the worst thing is there's really nobody to hold accountable when unpleasant situations arise.
Yesterday, the National Journal published article saying President Obama had issued an executive order mandating federal agencies consult with the Office of Management and Budget to develop a plan to improve customer experience within 180 days. The article didn't specify which agencies would consult with the OMB, but it did mention that the overarching goal was to improve productivity and service through technology improvements. Fun fact: according to McKinsey & Company, public sector productivity has continued to drop behind the private sector - an unfortunate trend that seems to be supported by my recent trip to the Post Office.
It will be interesting to see the trickle down effect of this executive order, if there is any at all. The optimist in me hopes to see real change in the way the public sector approaches customer service. However, even if nothing changes in the immediate future, this executive order at least proves that poor customer experience in federal agencies is not going unnoticed.
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2 Comments
I hope this gathers some discussion. If there is, I'd be glad to take part. I've been training government staff in customer service skills for over 25 years, I've even authored a seminar in a workbook called Defusing Hostile Customers Workbook For The Public Sector. All to say I have a quite different perspective on both sides of the government customer service issue, and I think, you'll be quite surprised at my conclusions after consulting with, and working with thousands of government employees.
As for the trickle down effect. Almost no chance. It's not the people who are the problem, but the systems in which they work. Ok. Sometimes its the people. And I'm in Canada but my material has been used by a number of US government departments.
Zero chance that this translates into an improved customer experience for most Americans. Remember that we are about enter an unprecedented phase of budget cuts. Whether any politician is willing to admit it or not, the bond vigilantes will make sure this happens - see the U.S. dollar trade in recent weeks. So budgets will be cut. Layoffs will be made. Systems will be stretched. But somehow customer service will improve? I wouldn't want that job.
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