RightNow’s Second Annual Public Sector Awards of Excellence Recognize Customer Experience Achievement in Government, Non-Pr...
15 Décembre 2011 - 2:30PM
Business Wire
RightNow (NASDAQ:RNOW) recognized the winners of its Second
Annual Public Sector Awards of Excellence during a November 30
ceremony at RightNow offices in Reston, VA. The event lauded
customer experience achievement in government, non-profit, and
higher education. Winners included the Centers for Medicare and
Medicaid Services, Department of Veterans Affairs Education
Services, USDA Food Safety & Inspection Service, U.S.
Department of Education, U.S. Air Force, IBM, International
Baccalaureate, and Alexandria Technical & Community College
with Minnesota State Colleges and Universities (MnSCU).
“The winning organizations and individuals have shown true
leadership in the area of customer service excellence, providing
best practice examples for other institutions to follow. These
leaders have proven that public sector organizations can deliver
customers access to the most relevant, accurate, and timely
information, even when operating under tight budget
constraints.”Kevin Paschuck, Vice President, Public Sector &
Canada, RightNow
RightNow issued a formal, internal call for nominations from
staff. Public sector clients, programs, and initiatives were
evaluated on various criteria including overall innovation, agency
impact, and results that demonstrated significant benefits to the
customer or organization.
Awards were distributed in the following categories:
Advancements in Customer Experience: These awards
recognize innovation through technological advancement and a
willingness to push the envelope by implementing RightNow solutions
in support of enhancing the citizen, student, constituent, or donor
experience within three categories:
- Web Experience Winner: Centers
for Medicare and Medicaid Services (CMS) was honored for its web
self-service program that provides answers to more than 80 million
program beneficiaries, healthcare service providers, and CMS
staff.
- Contact Center Experience
Winner: United States Air Force received this award for
consolidating several customer service programs that support
thousands of active duty, guard, reserve, civilian, and retired
military personnel worldwide under the Total Force Program. These
programs utilize RightNow CX to deliver consistent service levels
across agency websites, call centers, and social media
platforms.
- Social Experience Winner:
Department of Veterans Affairs Education Services was recognized
for its pioneering efforts to implement social customer service
solutions to reach its constituents. RightNow CX for Facebook
allows the VA to manage its social interactions
efficiently and routes support issues to customer service
agents for timely resolution.
Industry Collaboration Winner: IBM was acknowledged as
the leading channel partner teamed with RightNow to help public
sector organizations provide great customer experiences.
Individual Excellence Winner: David Terry, Deputy
Director, Information Resource Center, at the Department of
Education was honored for going above and beyond to ensure the
successful implementation of RightNow to better serve department
customers.
Streamlining Service Delivery Winner: USDA Food
Safety and Inspection Service was acknowledged as the agency most
closely aligned to the mission and objectives outlined in Executive
Order 13571, “Streamlining Service Delivery and Improving Customer
Service”.
Best Practices in Optimizing Member and Donor Engagement
Winner: International Baccalaureate was recognized for
improving engagement and maximizing the overall service experience
for donors and supporters across communication channels.
Head of the Class Winner: Alexandria Technical &
Community College and MnSCU were honored for delivering superior
student experiences across the academic lifecycle.
Read more about the RightNow Public Sector Awards of Excellence
here.
About RightNow Technologies
RightNow is helping rid the world of bad experiences one
interaction at a time, eight million times a day. A leader in
bringing the Cloud delivery model to government, RightNow has
successfully served the U.S. government for more than ten years.
Over 170 government agencies including nearly every U.S. cabinet
level agency, Army, Marines, Air Force, members of the Intelligence
Community, and DoD, rely on RightNow’s cloud based solutions to
answer the call for better citizen service—providing the right
information, at the right time, seamlessly across multiple
channels. With more than ten billion customer interactions
delivered, RightNow is the customer experience fabric for nearly
2000 organizations around the globe. To learn more about RightNow,
go to www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies,
Inc. NASDAQ is a registered trademark of the NASDAQ Stock
Market.
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