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for example, does more than 100 continuous surveys each year by phone, online, mail and interviews. It also solicits feedback via satisfaction surveys, webinars, social media and call centers.
“We want to make sure the information was repeatable, significant, and that we had the right information,” said Lisa Wolfisch, Deputy Director for the Center for New Media and Promotion at the U.S. Census Bureau, who spoke at the Citizen Engagement Summit. “Technology isn’t always the
problem—it’s how we listen to our customers.”
The 18F’s Snow, who will serve as deputy commissioner of TTS, also acknowledged similar cultural changes ahead. “Cultural change happens when we trust in methodologies
that work, when we reduce anxiety about the new and unknown, and when we serve up example after example
that signal that this way is better, cheaper, faster, less risky,” he said. “That’s how we spur adoption and ultimately transformation.”
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