Obama Calls For Better Customer Service

Last Wednesday, President Obama issued Executive Order 13571 directing all federal agencies to “redouble” efforts to leverage technology to increase productivity and service quality.

The order, titled “Streamlining Service Delivery and Improving Customer Service,” requires every agency to develop customer service plans within 180 days “to address how the agency will provide services in a manner that seeks to streamline service delivery and improve the experience of its customers.”

The requirements for agencies’ customer service plans include

◦Establishing one major initiative to use technology to improve the customer experience.
◦Establishing mechanisms to solicit customer feedback.
◦Setting clear customer service standards.
◦Adopting proven best practices(used in the private sector)
◦Streamlining agency processes by reducing costs and streamlining delivery

These Customer Service Plan will appear on each agency’s Open Government web page.


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