Designing Excellent Customer Service in Local Government

Washington D.C., which handles city, county, and state functions, is comprised of many decentralized agencies that process complex and cross-agency requests from residents. To improve customer services, D.C. is working to coordinate functions across departments and create an easy-to-use digital platform for gaining access to its services.

FUSE executive fellow Hua Wang will help develop and implement the customer-care initiative, transforming the way employees communicate, and enhancing customer service. She will begin the design of a digital platform for residents and visitors that simplifies access to these services and integrates with the new district-wide approach to care.