About Customer Service
Governor's Office of Customer Service
The Governor's Customer Service Initiative is a unique effort to engage all state of Georgia employees in improving service to citizens through a three-pronged strategy to become faster (speeding up services); friendlier (developing a customer-focused culture); and easier (adopting an enterprise approach to managing call centers).
This program encompasses a statewide communications strategy; uniform customer and employee job satisfaction surveying; customer service focused pre-employment screening, orientation, training and performance measurement; and creation of a central point of access for state services by telephone and the Internet.
The Governor’s Office of Customer Service (OCS) was established in January 2006 to implement this program. OCS is headed by Joe Doyle, who also serves as Administrator of the Governor's Office of Consumer Affairs.
Overall Goals for Customer Service:
Primary Message:
All government programs are focused on providing customer service that is faster, friendlier and easier.
Citizens should experience service that is:
- Faster: Speed up processes.
- Friendlier: Create a customer-focused culture. Provide helpful and courteous service.
- Easier: Simplify access. Improve call handling
Key Programs:
Customer Service Improvement Plans in each Executive Agency
- 50 agencies; 35 university campuses; 150,000 employees
- Agency-specific improvement plans for each fiscal year set milestones for improvement
Rapid Process Improvement applied to Key Services
- Applies principles of Lean and other improvement methodologies to a specific, fixable process
- Utilizes expertise of consultants at Georgia Tech
- Reduces wait time for Georgians
- Trains and empowers employees to sustain the effort
Measurement of Service Quality and Employee Workplace Satisfaction
- Georgia Service Quality Index to measure customer satisfaction
- Workplace Satisfaction Index to measure employee satisfaction
- Developed and analyzed by researchers at
- Team Georgia Customer Service Recognition Program with annual and anytime awards
Statewide Commitments to Customers
- To be helpful, courteous, accessible, responsive and knowledgeable
- “The Art of Exceptional Customer Service” training program for frontline employees and their managers
- Statewide communication tools—Web site, newsletter, collateral materials
Call Center Performance Standards in place
- Statewide goals for each of 32 state call centers
- Enterprise-wide technology solutions placed in select call centers this year
- Service improvement experienced in all centers
Connect Georgians to the
- 1.800.georgia: one number to call to be connected to state services
- First-ever statewide KnowledgeBase of government services connected to a telephone number
- Accessible to the public for self-service in the near future
FACT SHEETS