4: Public Dialogue and Customer Service

Engage the public in a dialogue to improve our customer service

Other Information:

Agencies often don’t have resources to effectively manage customer input. For those that do, they must go through a clearance process before they can survey the public (requirements of the Paperwork Reduction Act, which was enacted before many agencies even had websites). Many web pages are developed without regular feedback or testing with customers. When people do provide feedback or ideas, they often never hear what the government will do with their suggestions.

Objective(s):

4.1: Public Opinion and Preferences

4.2: Customer Comments and Feedback

Content