Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

2. Be there: You need services support staff readily available to personally get with the local-government customer. Phone calls and e-mails are fine but are hardly substitutes for up-close and ...