Customer Service Plan
Start: 2011-10-26, Publication: 2012-04-26
The United States has a long history of extending a helping hand to those people overseas struggling to make a better life, recover from a disaster or striving to live in a free and democratic country. It is this caring that stands as a hallmark of the United States around the world -- and shows the world our true character as a nation. This customer service plan, issued in accordance with Executive Order 13571 Streamlining Service Delivery and Improving Customer Service, addresses issues intended to help ensure that the Agency’s programs and priorities are as responsive as possible to customer needs. USAID seeks to identify who its customers are and to secure their participation in order to better target its project approaches and to focus its efforts and resources on the most productive tasks.
USAID best practices in working with customers include: Exercising participatory planning techniques to obtain direct involvement of customers and to identify their aspirations and priorities; Consulting with organizations that represent the interests of customers; Monitoring customer participation and consistently seeking feedback through surveys, field visits, and open forums to determine if USAID’s efforts are consistent with the aspirations or needs of its customers; Using customer information to frame program strategies and to design specific interventions; and Communicating with customers on how their recommendations have been incorporated into programs and the results achieved. The majority of USAID’s customers are not the ‘traditional’ U.S.-based public. However, consistent with the intent of Executive Order 13571, USAID’s customer service plan highlights both the efforts the agency is undertaking to improve the efficiency and effectiveness of aid delivery as well as our interactions with the U.S. public on whose behalf the agency provides humanitarian and development assistance. Given our diverse customer base, USAID has chosen to highlight a signature initiative that focuses on improving information for our core business and two additional services that focus on efficient internal customer processes and reaching the U.S. public with information about USAID’s work.
|sitemap||Copyright 1971-2012 01 COMMUNICATIONS INC. ALL RIGHTS RESERVED. - Powered by DNAOS||contact|