This document discusses the importance of seeking customer feedback from citizens. It argues that customer feedback can help government agencies better serve the people, save money through more efficient decision making, and increase citizen satisfaction. The document provides several methods for obtaining customer feedback, such as surveys, comment cards, and focus groups. It also gives examples of government agencies that currently use customer feedback practices successfully.

3. We are a “government of the people, by the people, for the people.” -Abraham Lincoln, Gettysburg Address November 16, 1863 Why are we here? Who do we serve? The people—our customers

4. The decline of customer service "All animals are equal, but some animals are more equal than others."

5. The Chosen Customers The “more equal” people The loudest people

6. Your suggestions will be ignored in the order they were received. What about the rest?

7. There’s a better way Listen

8. Why? Colorado has spent $325 million on failed technology projects in recent years, according to the Pew Center on the States. Pew Center on the States. (2008, February 1). Government performance project: Colorado: Grading the states 2008 . Retrieved July 8, 2010, from http://www.pewcenteronthestates.org/uploadedFiles/PEW_WebGuides_CO.pdf Better decision-making Save money

9. Highly satisfied citizens are 80% more likely to use the website as a primary resource (as opposed to other, more costly channels, such as mail, phone, or in-person). ForeSee Results. (2010, April 27). American customer satisfaction index: E-government satisfaction index . Freed.

10. Getting Started

12. More simply, what do customers want? Fast

13. How? Comment Card Survey Questionnaire Focus Group Forum Poll Ideation Phone E-mail

14. How? Survey In 2007, the U.S. General Services Administration found customer satisfaction surveys to be the most commonly used method of measuring customer satisfaction among U.S. government agencies. General Services Administration. (2007, June 15). Government-wide assessment of citizen service activities. Retrieved July 19, 2010, from http://www.usaservices.gov/aboutus/USAS_GWASurvey_FinalReport_15Jun07.pdf New York Secretary of State, http://www.dos.state.ny.us/

15. Other Examples Saskatchewan Information Services Corporation, http://www.isc.ca/Pages/default.aspx

16. Resources It doesn’t take an army. Just a few dedicated team members

17. Customers Agency Feedback Responses Communication

18. Use the feedback. Share the feedback.

19. What’s innovative about customer feedback? Nothing

21. It’s time to get started! Your customers will be happier! You’ll be happier!