Office of Management and Budget official Lisa Danzig has detailed the agency’s initiatives in customer service for an effort to meet one of 15 Cross-Agency Priority goals for fiscal year 2015, DigitalGov reported Friday.
Danzig, who is associate director for personnel and performance at OMB, told Rachel Flagg in an interview that the effort toward positive customer experience aims to meet the public’s expectations and be on par with the private sector.
“[Good] customer service supports greater efficiency and effectiveness,” Danzig said.
“When we provide a better experience, we also build advocacy for our mission and goals.”
She indicated that OMB’s deliverables include the recognition of front-line staff through the Presidential Customer Service Award, a federal feedback button to facilitate transparency and customer feedback, as well as a customer experience toolkit to provide guides and best practices to agencies.
Flagg reports that the Customer Experience Community of Practice will also continue to collaborate toward the CAP goal.
“We want to encourage agencies to step back and see things from the customer perspective,” Danzig added.