Remote government services are on the rise. It’s estimated that almost 10 million workers now work remotely in America, as there’s been an huge increase in telecommuting jobs since 2016. This is especially true in the tech industry, where many remote-friendly companies such as Automattic, Basecamp, GitLab, and Zapier have popped up and are growing rapidly due to their low operating costs and high levels of productivity among remote workers. To help you keep up with the latest trends in remote government services, here are 10 tips to ensure you offer a winning experience to both your clients and your remote workers.
Start with identifying your strengths
No matter what type of work you’re hoping to outsource, it’s a good idea to start by identifying your strengths and weaknesses. If you were outsourcing a single task, say an editing job or graphic design project, it wouldn’t make sense to hire someone who isn’t an expert in that field.
Being really good at customer service
If you have a good customer service rep, you’ll know that there are three main things to be considered; communication, trust and empathy. When it comes to establishing any kind of working relationship through online communication, these principles can be applied as much as in face-to-face interactions. So, if there’s one thing you need to remember when dealing with your customers or clients on a remote basis, it’s that remote interaction is no different from in-person ones.
Embrace Technology
Using technology is crucial when it comes to communicating with customers. From video conferencing and instant messaging apps to email, SMS, chatbots, and more—there are lots of technologies that can make your customer service life easier. Integrating them into your business will streamline communication and improve client retention rates.
Hire great candidates
Competition for qualified people can be intense in some sectors, so finding new candidates can be a challenge. However, there are ways to find talented people who want to work in government service: scour sites like LinkedIn and GovLoop; host virtual job fairs on social media; advertise on niche sites and recruiters; tap your alumni network. If you’re trying to fill positions quickly, it might be worthwhile to hire contractors or temp workers on an interim basis.
Make everything visual
Studies have shown that people retain more information when they can see it. So, one of your best assets as a remote government services agency is visual communication. Instead of describing in words how to perform a process, take screenshots and create short videos demonstrating what needs to be done. The easier you make it for them to understand, the faster they’ll learn, and—as a result—the faster they’ll succeed.
Communicate early and often
Because you’re not in an office, you don’t have to worry about embarrassing your co-workers when you have a question. Instead of keeping quiet and letting questions pile up, try messaging your boss or co-worker with what’s on your mind. Being open about what you need allows everyone involved to be clear on expectations. You can also ask someone else who might know instead of sitting on a problem that could get bigger over time.
Designate accountability
If you’re working remotely, it’s important to designate a person who can act as a liaison between your team and other departments. If everyone is communicating directly with each other (or through you), it’s hard to keep track of what’s being said and when. A single source of communication will eliminate some headaches. Additionally, make sure that person has plenty of contact information and knows how to reach key members of your team.
Use data to inform decisions
A big part of any successful government service is making sure you’re using data to inform your decisions. Whether you need a way to gather feedback from citizens, keep an eye on citizen satisfaction, or detect when and how citizens are using services, there are tools out there that can help you do it effectively. All of these factors will affect your long-term success as a remote government organization, so it’s important to take advantage of them!
Use employee feedback to improve processes
If you feel that your company has some room for improvement, there’s no better way to identify trouble spots than through employee feedback. Employees are on the front lines of your business and interact with customers every day. They know best where processes are running smoothly and where they need a bit of tweaking. But what does employee feedback actually look like? Try adding an anonymous question at your next staff meeting that asks employees if there’s anything they’d like to see improved or added to their daily tasks.
Measure results
Choosing a metric to define success is key. Is it customer service? Revenues? Percentage of employees who are happy in their jobs? If you know what you’re aiming for, it’s easier to set up ways to measure that result and reach your goal. It also helps make sure everyone on your team knows what they’re trying to accomplish—and how they can contribute.
