Editor’s note: The Labor Department’s Customer Service Program Office was created in November 2012. We asked the program manager, who has been in that position since July 2013, to introduce herself and share a little bit about customer service within the department.
This week, the Department of Labor celebrates Customer Service Week. As the relatively new program manager for the department’s Customer Service Program Office, I’m inspired by the department’s vision to ensure a culture and practice of customer service, which is consistent with government-wide efforts to fulfill President Obama’s 2011 executive order on improving customer service. Every day, my colleagues and I work to serve the public – our customers – because we believe in the mission of the Labor Department. For us, public service is customer service.
I am motivated daily by the awesome accounts of excellent customer service provided by Labor Department employees. I’ve personally witnessed many in action, from Wage and Hour Division investigators going the extra mile to ensure workers received back wages they are owed, to hardworking support staff making every effort to respond to correspondence in a timely fashion, to the analysts and IT teams plugging away behind the scenes to implement and troubleshoot new technologies that will make it easier for the public to find the resources they need.
And while I understand that we are not always able to satisfy our customers’ expectations – whether due to laws, regulations or policies – I am encouraged by the efforts I see within the department to dig deeper and ensure that we give all of our customers the service and experience they deserve. As we move closer to our “no wrong door” vision – in which customers receive the information they need regardless of their preferred communication channel – I am confident that we will continue to deliver on our mission.
Customer Service Week is an opportunity to celebrate our successes, but also to renew our commitment to improving our service. Over the next several months, my office will reach out to Labor Department employees, the public and other stakeholders to collect feedback, identify opportunities for improvement and highlight success stories. I look forward to helping guide our customer service efforts and work with employees to ensure that we provide accurate, courteous, effective and efficient service.
Erica Roberts is the program manager of the department’s Customer Service Program Office.