Federal agencies recognize that improving the customer experience with internal customers can be just as important as it is with external customers. For the U.S. Marshals Service, a federal law enforcement agency within the Department of Justice, that also means working with state and local partners as well. In this abridged QA, U.S. Marshals Service CIO Karl Mathias shares how his IT team is working with U.S. marshals and law enforcement partners to improve customer experience.
FedScoop: Describe the primary customer groups you serve – and how important managing the customer experience is to your agency’s mission?
Karl Mathias: It’s extremely important to us. A lot of what we do is internally focused. Our first category of customer includes 94 U.S. marshals, and about 3,700 deputy U.S. marshals who do the work of the agency. We also do investigations to find fugitives and deal with asset forfeiture, special operations and witness security.Read More at: https://www.fedscoop.com/marshalling-agile-development-improve-customer-service-u-s-marshals-service/