Federal agencies must serve millions of people, yet making that interaction enjoyable has been tricky thanks to an unwieldy bureaucracy and stale technology, according to panelists at the ServiceNow Federal Forum conference on March 13.<\/p>\n\n\n\n
Good customer service has been a cornerstone of the Biden-Harris agenda, and as an idea, it\u2019s simple, speakers said. It\u2019s a knowledgable professional on the other end of a phone. It\u2019s minutes instead of hours on a help line. It\u2019s navigable websites and paperless records. It\u2019s all things the government should do, they said, but unpredictable budgets, leadership churn and aging infrastructure get in the way.<\/p>\n\n\n\n
\u201cA lot of federal agencies may have a great call center with empathetic employees that provide great resolution to a problem, but then they turn you off to another part of the organization that makes you send it via fax and you never know that it gets there,\u201d said Pamela Powers<\/a>, managing director of KPMG Federal Consulting, at the conference.<\/p>\n\n\n\t