{"id":20393,"date":"2018-07-13T14:01:25","date_gmt":"2018-07-13T14:01:25","guid":{"rendered":"https:\/\/one.sightlinemg.com\/federaltimes\/uncategorized\/2018\/07\/13\/why-customer-centered-government-empowers-feds\/"},"modified":"2026-08-08T04:52:09","modified_gmt":"2026-08-08T04:52:09","slug":"why-customer-centered-government-empowers-feds","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/federaltimes\/management\/2018\/07\/13\/why-customer-centered-government-empowers-feds\/","title":{"rendered":"Why customer-centered government empowers feds"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Recent Trump administration <a href=\"https:\/\/www.federaltimes.com\/management\/2018\/03\/20\/trump-management-agenda-to-focus-on-multi-agency-goals\/\" target=_blank>emphasis on customer-centered government<\/a> may also have the side effect of empowering federal employees to have more involvement in agency improvements, according to government officials who spoke at a Partnership for Public Service event July 12.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cEmployees have been conditioned that their opinion doesn\u2019t matter, and they don\u2019t offer that opinion. So they just kind of stick their head in the turtle shell and show up every day,\u201d said Joe Doyle, director of the Office of Customer Experience at the U.S. Department of Agriculture.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cEvery employee must see themselves in the picture. They need to be asked, they need to be valued, they need to be talked to.\u201d<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/federaltimes\/opinions\/2015\/09\/21\/the-new-priority-of-government-citizen-customer-service\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"214\" height=\"300\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/635784480291983543-terry-weipert-2-low-resjpg.jpg?w=214\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">The new priority of government: citizen customer service<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">Better service makes the public and the agency employees happier.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\"><br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to Doyle, USDS is now operating a Customer Experience Champions program, where department heads nominate an employee to seek out and aggregate problems and solutions from both customers and fellow feds. The champions then meet once every two weeks to discuss how to improve customer experience across the agency.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWhat we\u2019re doing is employee led. We will be asking the people on the front lines why they have difficulty meeting the needs of the customers, and we will be acting on their feedback and fixing it in real time, not waiting months and months to do so,\u201d said Doyle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In fact, when the agency rolled out the \u201cTell Sonny\u201d program, named for Secretary Sonny Purdue, for members of the public to offer potential improvements to their interactions with USDA, 22 percent of the responses were from federal employees.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe\u2019re talking now about maybe creating a separate site that is just oriented toward employees. And maybe because [Abraham] Lincoln started this it\u2019s \u2018Tell Abe\u2019 or something,\u201d said Doyle. \u201cBut it would be a place for employees, a safe place for employees to go.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Centers for Medicare and Medicaid Services also developed a program for surveying employees about how their job can be made easier.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe have monthly senior leadership meetings with employees where we do brown bag lunches and things like that to interact. But we also have an employee satisfaction survey, we just finished it, called ELVIS,\u201d said Kimberly Brandt, principal deputy administrator for operations at CMS.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe are currently using all of that to create something called \u2018CMS Life,\u2019 which are changes that we\u2019re making. Simple things like getting more checkers for the cafeteria at lunch time so you don\u2019t have to wait quite as long, making it so the gym maybe has longer hours or better hours.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As agencies strive to improve citizen satisfaction, federal employees will get the chance to voice their opinions on how to create better services.<\/p>\n","protected":false},"author":7,"featured_media":30531,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","_acf":"","_yoast_wpseo_primary_category":15,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","_smg_distribution_targets":[]},"categories":[104,106,31,15,33],"tags":[],"coauthors":[2853],"class_list":["post-20393","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-acquisition-update","category-daily-brief","category-home","category-management","category-newsletters"],"acf":{"subheadline":"","legacy_arc_id":"W4UOWNXDDBDHNMQ3WBZBGZXV7Y","arc_canonical_url":"\/management\/2018\/07\/13\/why-customer-centered-government-empowers-feds\/","remove_feature_photo":false,"is_sponsored":false,"subtype":"","redirect_url":"","disable_inline_ads":false,"native_logo_pretext":"Presented By:"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why customer-centered government empowers feds - Federal Times<\/title>\n<meta name=\"description\" content=\"As agencies strive to improve citizen satisfaction, federal employees will get the chance to voice their opinions on how to create better services.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why customer-centered government empowers feds\" \/>\n<meta property=\"og:description\" content=\"As agencies strive to improve citizen satisfaction, federal employees will get the chance to voice their opinions on how to create better services.\" \/>\n<meta property=\"og:url\" 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