U.S. DEPARTMENT OF AGRICULTURE
Office of Customer Experience
Tamieca Hamlin, Deputy Chief Experience Officer at U.S. Department of Agriculture (USDA), has significantly improved public services by integrating and updating existing programs to enhance the voice of employees and customers, resulting in a more efficient experience.
She developed the Future of Work (FOW) Inquiry Program to address employee concerns and service gaps during the pandemic. By modernizing the AskUSDA contact center, Tamieca created a platform that collects and responds to inquiries, eliminating backlogs and providing real-time information. She also championed a Salesforce/Medallia integration for deeper insights into customer viewpoints, improving understanding of their needs.
Under Tamieca's leadership, systems and processes have improved, strengthening customer engagement and employee confidence. The AskUSDA Contact Center now offers multiple support channels and a robust knowledge base with over 4,000 articles. Enhanced data analytics enable informed decision-making, leading to improved services. Tamieca actively engages with customers, attends public meetings, and collaborates with stakeholders to prioritize a customer-first approach. Her expertise in human-centered design and knowledge sharing contributes to USDA's continuous improvement in customer service.
Tamieca's efforts have streamlined USDA, enabling the public to access services effectively, make informed decisions, and receive personalized assistance. Her dedication and innovative strategies have made a significant impact on USDA's ability to serve its customers and communities.
SERVICE TO THE CITIZEN AWARD WINNER
Deputy Chief Customer Experience Officer,
U.S. Department of Agriculture