Posts By Irene Koo

Engaging Employees in the Customer Service Mission

Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the… Read more »

Endless Possibilities for the Public Sector

In the private sector, there is no shortage of examples of successful industry disruptors. However, the public sector faces a unique challenge: How do you keep pace with private industry? How do you innovate in a market that is moving very quickly, especially when it comes to technology?

5 Steps to Redefining Your Citizen Experience

Citizens today increasingly expect from government the same seamless, interactive services and user-centric experiences they receive from the private sector. As a result, government agencies must provide digital experiences that are compelling, personalized and secure at every touchpoint.

Leading in the Midst of Uncertainty

For those working in public service, such looming unknowns — Will the government remain open? Will my programs be cut or continued? — can create a number of management challenges. Christopher Dorobek spoke with Tom Fox, Vice President of Leadership and Innovation at the Partnership for Public Service, to discuss how government employees can demonstrate… Read more »