New feedback tools focus on citizen service

New feedback tools focus on citizen service

The General Service Administration is piloting a cross-agency program called Feedback USA, an effort to improve customer experience in frequently used government services.

In partnership with the State Department and Social Security Administration, Feedback USA will offer citizens at one of the 27 public passport offices and SSA card centers the ability to provide immediate feedback on their experience by simply tapping buttons on a kiosk.  The agencies can then see the anonymous responses in real time to quickly and efficiently address any customer service complaints or issues.

Feedback USA will also be available through the agency websites so citizens can submit their opinions from home. The pilot will last one year with quarterly assessments.

According to GSA, its Office of Citizen Services and Innovative Technology will provide project management, data analytics as well as the kiosks and software that will analyze and transmit the feedback.

Agencies don’t have to wait for Feedback USA to get comments from their citizen-customers, however.  They can also simply set up shop on Yelp.

The popular customer-satisfaction rating and recommendation platform, perhaps best known for restaurant reviews, now has a government-specific terms of service agreement that allows agencies to add satisfaction ratings and reviews to their websites. As part of the terms of service amendment, Yelp will not display third-party commercial ads on an agency page.

Agencies can create Yelp pages, claim current pages, respond to comments via Yelp or simply use the feedback to strengthen customer service where necessary.  Some of Yelp’s government categories include courthouses, departments of motor vehicles, embassies, fire departments, libraries, police departments, landmarks and post offices.

The amended terms of service, which is available for agency review, is an extension of an agreement GSA established for the National Highway Traffic Safety Administration, which uses Yelp’s API for the SaferRide mobile app.

About the Author

Amanda Ziadeh is a former reporter/producer for GCN.


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