USDA’s goal is to provide leadership on agriculture, food, natural resources, rural infrastructure, nutrition, and related issues in an efficient and effective manner. To achieve this goal, the department created AskUSDA in 2019 to improve the customer service provided to the variety of public stakeholders who interact with the department. AskUSDA is a contact center that answers general inquiries from the public using trained agents and self-service options. To date, AskUSDA has partnered with 19 agencies to improve the customer experience offered to the public. It’s motto is “One Phone-Number, One Email, One Website” to signify this is a single point of entry for any questions throughout the department.
Objectives of the AskUSDA program include:
- Deliver an integrated USDA Contact Center Solution resulting in one point of entry for USDA customers for multiple channels (phone, web form, chat, and email)
- Offer a self-service platform on the AskUSDA website where thousands of help articles can be accessed by the public
- Transform customer experience by improving processes for greater simplicity, efficiency and transparency
- Enable a data-driven culture for customer experience so USDA can understand the 360-degree view of the customer
Lula W. Wallace