1.2: Citizen Programs
Improving Key Citizen Programs Other Information:
Data show that the best opportunity to influence an individual’s perception of government effectiveness is at the point of
direct interaction. Our goal is for the public’s interactions with government agencies to be on par with their experiences
with the highest performing customer service organizations outside government. We are starting with services the public accesses
most frequently, such as agency websites and call centers. Agencies are taking action to improve access to these services
and to make them more responsive and customer-friendly. For example, the Social Security Administration is working to allow
people to book appointments online before heading to their local office, and a team from the Department of Veterans Affairs
(VA) has created a so-called "Blue Button" that enables Veterans to download their personal health records right off the VA
website. VA is working closely with the Centers for Medicare and Medicaid Services and the Department of Defense to add Blue
Button services to their electronic health records as well, which will give Veterans, Service members, and civilians better
control of their personal health information, and enable them to share their data with health care providers, caregivers,
and people they trust. More broadly, we are working with agencies to establish clear service standards and defined metrics
that will allow us (and the public) to hold agencies accountable for delivering good service. Once these standards are defined,
progress toward them will be posted online through a new “customer service dashboard.” This dashboard will be used to keep
agencies focused on continually improving the quality of their customer interactions.
Indicator(s):
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