President Obama Issues Executive Order To Federal Agencies to Improve Customer Service And Use Technology To Accomplish
Posted Apr 30 2011 12:42am
This is good news and it certainly can’t hurt. Agencies have 6 months to submit their plans and the President says the government agencies are not learning from what private industry does. The President also knows this move will also save money. It’s too bad the folks on the other side of the hill don’t fall under this Executive Order. If you have read here often enough you know I am on a big campaign to get Congress members to do the very same thing. I used the IBM Watson Server configuration and you can read more at the link below. Those folks just don’t get it, so off to Wall Street IBM goes.
At the rate we are going there, I hope we don’t end up seeing a sequel to “Inside Job” in a couple years and I would love to be wrong on this one. "Streamlining Service Delivery and Improving Customer Service, is the name of the order. The government said we can’t use decreasing budgets as an excuse to get less done.
GSA in May plans to release a $2.5 billion procurement to consolidate 950,000 email inboxes across 100 email systems and utilize cloud services to do so. This brings me around once more to Congressional digital illiteracy as last year the Senate refused to fund cloud services and myself and everyone else in IT could not believe what we heard and as it has progressed in only a few months, this really makes the case for folks not knowing what they are doing with budgets and laws and showing a true lack of collaboration skills.
Here’s a good video from Yale University that talks about analytics and what to do with the massive amounts of data and using it effectively. Both federal agencies and Congress should pay attention here to learn how to use deep analytic tools. You can’t give good customer service without the right tools so the President is on track here.
Heck right off the bat the FDA is one big huge target as I get zero from that agency and it takes 2 weeks to get a canned web response on an email that says thank you, where everyone else does it instantly with an algorithm so I assume they still do that manually. <grin>. BD
President Obama issued an executive order on Wednesday instructing federal agencies to come up with ways to use technology to improve customer service within six months.
"Government managers must learn from what is working in the private sector and apply these best practices to deliver services better, faster, and at lower cost," Obama said in a statement.
"Such best practices include increasingly popular lower-cost, self-service options accessed by the Internet or mobile phone and improved processes that deliver services faster and more responsively, reducing the overall need for customer inquiries and complaints.
The agencies have 180 days to develop a plan with the Office of Management and Budget that shows how they will streamline the delivery of online services to improve customer satisfaction. Agencies must also create ways to collect feedback from customers on their customer service.