Empathy and Efficiency

Customer Service for Federal Healthcare Agencies

Emily Wolfteich,
Government Business Council

October 5, 2021

The pressures placed on federal agencies to respond to the COVID-19 pandemic forced a reckoning about the state of customer service within government. As thousands of Americans reached out for aid, healthcare and financial agencies found themselves struggling to respond to the volume. Poor customer service impacts citizen satisfaction with government agencies and, in turn, can lower trust overall. How are these agencies harnessing technology to overcome these obstacles? What impact does this have on trust?

Download this GBC Issue Brief to learn more about:

The correlation between satisfaction and trust in government
Digital tools that agencies are using to improve customer experience
Best practices and agencies that are getting it right

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