Customer service is important to government agencies for both internal and external stakeholders. For external stakeholders, such as citizens, businesses, and visitors, customer service is a critical factor in building trust, satisfaction, and loyalty. Most enterprises take customer service very seriously, monitoring service levels to track their performance and note when improvements need to be made. In most cases, a traditional approach is taken when reviewing and correcting changes in service levels. Agencies should approach customer service assessment from a holistic perspective that considers the interdependencies between various components. By doing so, they can identify the root causes of service deficiencies, and identify sustainable solutions that result in long-lasting improvements to customer service that can be implemented. The Efficiency Group has developed a proprietary methodology, called HELIX, which is grounded in Lean Six Sigma tools and techniques. The HELIX methodology leverages an agency’s DNA, its People, Processes, Systems and Data. The HELIX methodology offers a systemic and data-driven approach to improving customer service that has been successful in various agencies. Improving customer service will result in positive relationships between agencies and the customers they serve. Using HELIX to improve customer service in government agencies not only improves service levels, but also helps increase employee satisfaction. HELIX involves employees in the assessment; it values their involvement regarding the implementation of improvements; it recognizes their interest in making customer service a job well done. DOWNLOAD and READ the whitepaper.