S 3.3: Customer Service Standards

Set, Communicate and Use Customer Service Standards

Other Information:

DHS has multiple web forms spread across its top level domains, sub-domains and microsites and there are currently not standards in place for these web forms. The DHS Web Council Metrics and User Experience Committee is developing customer service standards for both websites and email/web forms to address this deficiency. When finalized, these standards will be communicated for implementation to all domain business owners and a system will be set up to track performance.

Stakeholder(s):

• DHS Web Council Metrics and User Experience Committee

Indicator(s):

Indicator:1

Content