Lessons

  • Overview
  • Lesson 1: Why It's Difficult to Get Service Delivery Right [3:03]
  • Lesson 2: A New Approach to Customer Service [4:07]
  • Lesson 3: A Checklist for Modernizing Customer Service [2:30]
  • Knowledge Check
  • Post-Course Survey

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Improving customer service is a priority for many government agencies, and for good reason. When agencies provide exceptional service, constituents are more likely to find information they need, access valuable public services and further engage with government. Plus, cohesive service strategies and delivery can help agencies cut time, money and labor costs.

But how do agencies provide that superior service? In three lessons, this course examines the common challenges to government customer service. Then, it dives into a new approach to customer service that alleviates many of those challenges and provides service across the lifecycle of a service request. Finally, our last lesson offers a checklist of tasks that your agency must complete to provide effective – even delightful – experiences for constituents.

This course was informed by Chris Dilley, Chief Architect of State, Local and Education at ServiceNow. To learn more about how agencies can create effective service delivery for constituents, check out these additional resources: