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	<description>Government Shared Services- Making Government More Efficient</description>
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		<title>Whar Can Netflix Teach Government Shared Services About Customer Service?</title>
		<link>http://www.governmentsharedservices.com/2011/10/28/whar-netflix-can-teach-shared-services-about-customer-service/</link>
		<comments>http://www.governmentsharedservices.com/2011/10/28/whar-netflix-can-teach-shared-services-about-customer-service/#comments</comments>
		<pubDate>Fri, 28 Oct 2011 06:05:48 +0000</pubDate>
		<dc:creator>J. Short</dc:creator>
				<category><![CDATA[Benchmarking]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[GSS Blog]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/2011/10/28/whar-netflix-can-teach-shared-services-about-customer-service/</guid>
		<description><![CDATA[Organizations that excel at customer service listen and take note. They benchmark and apply the best practices and processes to their organization. They also learn from mistakes &#8211; both their own and others. To this end there is a lot government shared services can learn about customer service from Netflix. Some background. Netflix is a [...]]]></description>
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		<title>What Steve Jobs Can Teach Us About Shared Services</title>
		<link>http://www.governmentsharedservices.com/2011/10/24/what-steve-jobs-can-teach-us-about-shared-services/</link>
		<comments>http://www.governmentsharedservices.com/2011/10/24/what-steve-jobs-can-teach-us-about-shared-services/#comments</comments>
		<pubDate>Mon, 24 Oct 2011 16:21:58 +0000</pubDate>
		<dc:creator>GSS</dc:creator>
				<category><![CDATA[GSS Blog]]></category>
		<category><![CDATA[Shared Services 101]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=1012</guid>
		<description><![CDATA[Like millions of others I was deeply saddened by Steve Job’s passing. I have read, viewed and listened to many documentaries, editorials, newscasts, blogs etc. about his life and achievements since. As a result I have been thinking seriously about the profound impact this one person had on our lives and our times. To say he was gifted and a visionary the likes of which we may not see but once or twice in a century sounds trite but it is true. One of the articles I liked most was The Legacy of Steve Jobs: 10 Innovation Lessons, by Don Reisinger . And so with due credit to Mr. Reisinger here is what Steve Jobs can teach us about shared services...
 ]]></description>
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		<title>Moving the Needle on Government Customer Service &#8211; Part 3</title>
		<link>http://www.governmentsharedservices.com/2011/10/18/moving-the-needle-on-government-customer-service-part-3/</link>
		<comments>http://www.governmentsharedservices.com/2011/10/18/moving-the-needle-on-government-customer-service-part-3/#comments</comments>
		<pubDate>Tue, 18 Oct 2011 22:51:58 +0000</pubDate>
		<dc:creator>GSS</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[GSS Blog]]></category>
		<category><![CDATA[Benchmarking]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[technology]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=998</guid>
		<description><![CDATA[In Part 1 of Moving the Needle on Government Customer Service I talked about the state of customer service in government and compared customer service in industry and in government. In Part 2 I talked about the impact of government&#8217;s haphazard approach to customer service on employees, organizations and the public. In this third and [...]]]></description>
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		<title>Moving the Needle on Government Customer Service &#8211; Part 2</title>
		<link>http://www.governmentsharedservices.com/2011/09/23/moving-the-needle-on-government-customer-service-part-2/</link>
		<comments>http://www.governmentsharedservices.com/2011/09/23/moving-the-needle-on-government-customer-service-part-2/#comments</comments>
		<pubDate>Fri, 23 Sep 2011 07:03:13 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[GSS Blog]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=977</guid>
		<description><![CDATA[In Part 1 of Moving the Needle on Government Customer Service I talked about the state of customer service in government and that businesses consistently do a better job in customer service than government.  Why do businesses as a whole outscore government in customer service? The reasons are many but before we get to them you [...]]]></description>
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		<title>Moving the Needle on Government Customer Service</title>
		<link>http://www.governmentsharedservices.com/2011/09/01/moving-the-needle-on-government-customer-service/</link>
		<comments>http://www.governmentsharedservices.com/2011/09/01/moving-the-needle-on-government-customer-service/#comments</comments>
		<pubDate>Thu, 01 Sep 2011 21:24:58 +0000</pubDate>
		<dc:creator>GSS</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Benchmarking]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=968</guid>
		<description><![CDATA[The is part 1 of a 3 part post on moving the needle on customer service in government. You cannot talk about efficiency in government without talking about customer service. You cannot do customer service well without the tools, strategy and training needed to manage relationships with your customer. Customer service means managing your interactions [...]]]></description>
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		<title>Shared Services &#8211; A Recipe for Government Efficiency</title>
		<link>http://www.governmentsharedservices.com/2011/06/25/shared-services-a-recipe-for-government-efficiency/</link>
		<comments>http://www.governmentsharedservices.com/2011/06/25/shared-services-a-recipe-for-government-efficiency/#comments</comments>
		<pubDate>Sat, 25 Jun 2011 04:23:06 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Shared Services 101]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=912</guid>
		<description><![CDATA[I am encouraged by the current emphasis on increasing government efficiency and reducing the cost of government. One can only hope that this will carry through the 2012 elections and become an integral part of an ongoing dialogue about how we can improve the economic health and well being of our nation. Agencies are cutting [...]]]></description>
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		<title>Members</title>
		<link>http://www.governmentsharedservices.com/2011/05/10/members/</link>
		<comments>http://www.governmentsharedservices.com/2011/05/10/members/#comments</comments>
		<pubDate>Tue, 10 May 2011 05:44:19 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[GSS Blog]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=905</guid>
		<description><![CDATA[Governmentsharedservices.com is dedicated to making government more efficient by implementing, sustaining and maturing shared services in government. Log in. [s2Member-Profile /] New Member? Create your member profile.]]></description>
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		<title>How importance is a service recovery plan?  Ask Sony.</title>
		<link>http://www.governmentsharedservices.com/2011/05/10/how-importance-is-a-service-recovery-plan-ask-sony/</link>
		<comments>http://www.governmentsharedservices.com/2011/05/10/how-importance-is-a-service-recovery-plan-ask-sony/#comments</comments>
		<pubDate>Tue, 10 May 2011 04:52:13 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=895</guid>
		<description><![CDATA[How important is a service recovery plan? Ask Sony. On April 28, I got an email from Sony telling me that the Playstation Network had been hacked and that my personal information along with that of thousands if not millions of other Playstation Network subscribers had been compromised. The email read in part: &#8220;Valued PlayStation(R)Network/Qriocity [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Managing a Government Shared Services Portfolio</title>
		<link>http://www.governmentsharedservices.com/2011/04/20/managing-a-government-shared-services-portfolio/</link>
		<comments>http://www.governmentsharedservices.com/2011/04/20/managing-a-government-shared-services-portfolio/#comments</comments>
		<pubDate>Wed, 20 Apr 2011 21:37:24 +0000</pubDate>
		<dc:creator>GSS</dc:creator>
				<category><![CDATA[Portfolio Management]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=853</guid>
		<description><![CDATA[Some activities are more suited for shared services than others. How do you determine whether an activity is a good fit for shared services? Ask yourself the following questions about the activity. Is the activity high volume? Is the activity high touch? Can you make cost effective use of technology to improve service levels and/or [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Customer Service in Government Shared Services Organizations</title>
		<link>http://www.governmentsharedservices.com/2011/04/20/customer-service-in-government-shared-services-organizations/</link>
		<comments>http://www.governmentsharedservices.com/2011/04/20/customer-service-in-government-shared-services-organizations/#comments</comments>
		<pubDate>Wed, 20 Apr 2011 17:42:00 +0000</pubDate>
		<dc:creator>GSS</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Members Only]]></category>

		<guid isPermaLink="false">http://www.governmentsharedservices.com/?p=838</guid>
		<description><![CDATA[To grasp the importance of customer interfaces you must first broaden your thinking to take in all the ways that a shared services organization interfaces with the consumers of its services. Every one of these points of interaction are interfaces. An intuitive customer interface speaks to the ease and value, from the customer’s viewpoint of [...]]]></description>
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