8: Customer Service Other Information:
The American people deserve a Government that is responsive to their needs. Whether they are calling the IRS for an answer
to a tax question or visiting a Social Security Administration office to adjust their benefits, they should expect high-quality
interactions with the Federal Government. Yet despite some important strides to improve customer service during the past fifteen
years, customer expectations continue to rise. The Federal Government should apply widely used private sector best practices
to keep pace with the public’s expectations and transform its customer services – soliciting regular customer feedback, streamlining
underlying processes, and delivering consistent service across customer channels. To that end, the President issued an Executive
order requiring each agency to develop a customer service plan that identifies implementation steps for their customer service
activities, including a "signature initiative" that leverages technology to improve the customer experience. These plans will
also prepare agencies to integrate specific customer service goals into annual agency performance plans and reports. Agencies
will post the plans on their Open Government websites by October 24, 2011.
Objective(s):
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