Thursday, Aug. 20, 2009, noon

Good Customer Service: What Does It Look and Feel Like?

Wilkins will speak about a new culture in the Georgia DHS. Same-day service for child support orders, Medicaid eligibility determinations within 1-12 days and an enterprise rewards and recognition program are just a few of the accomplishments that led the Georgia DHS to win the 2007 Governor’s Customer Service Agency of the Year Award.  These improvements are due to a statewide effort to be the “best” in customer service in the nation, and DHS is well on its way.  Come hear how DHS is providing faster, friendlier and easier services for Georgia families every single day.

Malika Reed Wilkins

Sponsors:
Office of Personnel Management and OKDHS Human Resources Management Division

About the Speaker:
Malika Reed Wilkins is the Director of Strategic Communications and Program Improvement for the Georgia Department of Human Services.  She also serves as the customer service champion, leading the agency’s enterprise customer service improvement initiatives. Wilkins has more than 15 years of marketing, communications, customer service, strategic planning and process improvement experience. She has developed communications/brand platforms and customer engagement and retention strategies for organizations, such as Nestle-Purina Pet Care, Gillette, Energizer and McNeil Nutritionals, LLC. Wilkins brings solid strategic communications, as well as customer-focused and results-oriented expertise to DHS, working across 15 divisions and offices that include family and children services, child support services, senior services and mental and public health.

Wilkins received her undergraduate degree from the University of Georgia in Speech Communications and a master's degree in Public Administration from North Carolina Central University, Durham, N.C. She is currently working toward her doctorate in Public Administration.

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