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09/23/2019

Wolf Administration Recognized by the Center for Digital Government for Improving Customer Service

Harrisburg, PA – Governor Tom Wolf's recently announced Customer Service Transformation initiative for state government and enhancements to Pennsylvania's award-winning COMPASS mobile app have been selected for the 2019 Government Experience Awards by the Center for Digital Government (CDG). 

The awards recognize states, cities and counties for improving the experience of government and pushing the boundaries of how citizen services are delivered. 

"Through comprehensive strategies and targeted projects, we are reshaping the way Pennsylvanians receive information and services from the state," said Secretary of Administration Michael Newsome.  "I would like to thank the Center for Digital Government for recognizing our efforts to improve customer service and satisfaction." 

In July, Governor Wolf signed an executive order launching the Customer Service Transformation initiative to make it easier for Pennsylvanians to connect with state agencies and services, online, on the phone or in-person.  

As part of this initiative, the commonwealth will create a single online destination where citizens can log in to access all services provided by state agencies, manage their data, view past transactions and more. The initiative will also establish a single phone number that citizens can call to be connected to services and will expand the collection of customer feedback to guide continuous improvements to how services are delivered. 

"Customer Service Transformation is about viewing what we do through the lens of the citizen so that we can focus on what they want and need," said Newsome. "Technology will be a big part of the transformation, but just as important is changing how we think about and approach service delivery."  

The CDG award also recognizes two enhancements by the Department of Human Services to its mobile app - myCOMPASSPA. The app is used by citizens to manage their human services benefits, report certain household changes and upload documents to their case record.

The first enhancement allows users to complete their Semi-Annual Renewal for benefits which was previously done through a lengthy and complex paper process.  

The second allows individuals to utilize a pre-season application for the Low-Income Home Energy Assistance Program (LIHEAP) to apply for benefits prior to the season opening.  These changes provide an additional layer of customer service for clients by allowing them to submit information in the manner most convenient to them while streamlining our administrative processes.  

"This year's results are evidence that state and local government agencies are continuing to grow the sophistication of their digital experiences," said Dustin Haisler, chief innovation officer for the Center for Digital Government. "The Government Experience Award winners from this year are not just leveraging innovative tools like chatbots to amplify their reach, they are also going the extra mile to build a proper foundation to support the future and ensure citizens get the right information at the right time." 

The Center for Digital Government is a national research and advisory institute focused on technology policy and best practices in state and local government.

Media Contact: Dan Egan, 717.772.4237

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