1. U.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.