Government Contact Center Council (G3C) meeting, June 12, 2014 Martha Dorris Deputy Associate Administrator Office of Citizen Services and Innovative Technologies, GSA

1. U.S. General Services AdministrationU.S. General Services Administration
Customer Service Initiatives Across
Government
Martha Dorris
Deputy Associate Administrator
Office of Citizen Services and Innovative Technologies

2. Customer Service is Getting Continued Focus
Cross Agency Priority (CAP) Goal: "Deliver world-class customer services to citizens
by making it faster and easier for individuals and businesses to complete transactions
and have a positive experience with government." This goal of improving customer
service will be reached by:
o Streamlining transactions;
o Developing standards for high impact services; and
o Using technology to improve the customer experience.
FY 15 Budget: Effectiveness: Deliver a World-Class Customer SErvice
Experience for Citizens and Businesses

3. Other Important Initiatives
Social Security Administration’s Vision for Customer Service 2025
GSA OCSIT’s CX Program
Smart Lean Government, ACT/IAC

4. Take Aways
• Never underestimate the impact that Contact
Centers have in influencing the public’s perception
of government.
• We should be working together across agencies to
determine how that service can be improved as a
whole.