In overwhelming numbers, federal employees (80 percent) say that no one leader is in charge of customer service at their agencies. The research also finds that for agencies with a single customer service lead, employees are much more likely to score their agency higher on critical customer service elements – as much as 25 to 30 percent higher. Details are contained in a new … [Read more...] about 80 Percent of Federal Employees Say Their Agency Does Not Have a Single Customer Service Leader