How a new focus on customer experience helped the Bureau of the Fiscal Service adapt to the pandemic
Beginning in 2018, Bureau of the Fiscal Service leaders started investing in new technologies and streamlining internal decision-making processes to better meet the needs of other agencies and the public. This customer-focused modernization effort laid the groundwork for the bureau to provide crucial support services during the COVID-19 pandemic.
How mission-support leaders can improve the internal customer experience
To help federal agencies work more effectively, mission-support leaders need to understand how employees experience mission-support services. In this post, we offer five recommendations for mission-support leaders to make their services more customer-focused.
How the Transportation Security Administration’s mission-support offices used a customer focus to adapt to the pandemic
The Transportation Security Administration was well-positioned to adapt its work when the coronavirus pandemic hit because the department’s mission-support headquarters had previously developed open communication with agents in the field, facilitating effective solutions to new work challenges.