Essay on Measuring Customer Satisfaction in Government...

Being in the government sector the research for customer satisfaction was focused on governmental agencies and the aspects associated with those agencies. Most citizens have a preconceived idea about government agencies and I wanted to see if those preconceived ideas were based on real experiences. This was done by researching and finding results either supporting or contradicting this notion. According to Tom Schoop the government does as well as any big company as far as customer satisfaction. (Schoop 2006) I work for a contractor, ResCare that is assigned by the Dallas County Texas Workforce Board to operate the Dallas County Workforce Centers and run the associated state and federal programs assigned to the Dallas County Workforce†¦show more content†¦This was best illustrated with the failure of the Healthcare Act’s website’s inability to handle this increasing demand. (ACSI Federal Government Report 2013, 2014) The best way for the federal government to a ddress these customer issues is improve access to the websites. Encourage agencies to communicate with the customer and learn accessing behaviors and functions that would increase the ability to access the website efficiently. The second area is in the state of Texas’ customer satisfaction with the Texas Workforce Commission. As mentioned previously, the recipients of unemployment benefits (UI) have only two options to access their benefits or their profiles as well as file claims. The 1-800 phone number or through the Texas Workforce Commission’s (TWC) website. This area I have over three years’ experience and have observed customer’s reactions as well as read customer surveys. This has increased confusion in older and first-time recipients. Many of the older recipients received UI benefits previously when they would visit a TWC office to file their claim and receive benefits. This has all been move to the phone or the Internet so they require additional assistance where it was not needed previously. This creates confusion and further irritates the customer when they arrive at the Workforce Center expecting the same and find out about theShow MoreRelatedCases of Multiple Provid ers of Agricultural Extension Service in Bangladesh833 Words   |  3 Pages1.2 Agricultural Extension System: the Bangladesh case In Bangladesh a multitude of agencies from private and public origin offer extension support to the farmers (ASIRP, 2006). Although recent years witness a noticeable change in agricultural extension service providers, the public institutions still remain the dominant. The new entrants to the field include non-governmental organizations (NGOs), the private sector agribusiness enterprises and grass-root institutions eg. 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