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    "title" : "Government Customer Service Policies & Requirements: 1993 to Present |Digital.gov",
    "description": "Government Customer Service Policies & Requirements: 1993 to Present",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/government-customer-service-policies-requirements-1993-to-present/index.json","item" : [
    {"title" :"Government Customer Service Policies \u0026 Requirements: 1993 to Present","summary" : "A list of government customer service policies and requirements.","date" : "2016-01-07T05:41:53-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "public-policy" : "Public policy"
            },"branch" : "bc-archive-content-3",
      "filename" :"government-customer-service-policies-requirements-1993-to-present.md",
      
      "filepath" :"resources/government-customer-service-policies-requirements-1993-to-present.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/government-customer-service-policies-requirements-1993-to-present.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/government-customer-service-policies-requirements-1993-to-present.md","slug" : "government-customer-service-policies-requirements-1993-to-present","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/government-customer-service-policies-requirements-1993-to-present/","content" :"\u003cp\u003eAugust 2023 — \u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eOMB Circular A-11 Section 280, Managing Customer Experience and Improving Service Delivery (PDF, 385 KB, 14 pages, August 2023)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eDecember 2021 — \u003ca href=\"https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/\"\u003eExecutive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government\u003c/a\u003e and related \u003ca href=\"https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/\"\u003eFACT SHEET: Putting the Public First: Improving Customer Experience and Service Delivery for the American People\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eDecember 2018 - \u003ca href=\"https://digital.gov/resources/21st-century-integrated-digital-experience-act/\"\u003e21st Century Integrated Digital Experience Act (21st Century IDEA)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eMay 2016 — \u003ca href=\"https://www.gao.gov/products/GAO-16-509\" target=\"_blank\" rel=\"noopener noreferrer\"\u003eGAO Report GAO-16-509\u003c/a\u003e\u003c/p\u003e\n\u003cp style=\"text-decoration: line-through\"\u003eMarch 2016 — OMB Memo M-16-08 Establishment of the Core Federal Services Council\u003c/p\u003e\n\u003cblockquote\u003e\u003cem\u003e6/15/2017: Eliminated by M-17-26, \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2017/M-17-26.pdf\"\u003eReducing Burden for Federal Agencies by Rescinding and Modifying OMB Memoranda (PDF, 208 kb, 12 pages, June 2017)\u003c/a\u003e\u003c/em\u003e\u003c/blockquote\u003e\n\u003cp\u003eOctober 2014 — \u003ca href=\"http://www.gao.gov/products/GAO-15-84\"\u003eGAO Report GAO-15-84\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eAugust 2014 — \u003ca href=\"https://playbook.cio.gov/\"\u003eU.S. Digital Services Playbook\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eMarch 2014 — \u003ca href=\"http://www.performance.gov/node/3400?view=public#apg\"\u003eCross-Agency Priority (CAP) Goal – Customer Service\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eMay 2012 — \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy – Building a 21st Century Platform to Better Serve the American People\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eJune 2011 — \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2011/m11-26.pdf\"\u003eOMB M-11-26 – Fast-Track Process for Collecting Service Delivery Feedback Under the Paperwork Reduction Act (PDF, 200 kb, 4 pages, June 2011)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eJune 2011 — \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2011/m11-24.pdf\"\u003eOMB Memo M-11-24 – Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service (PDF, 2.5 MB, 6 pages, June 2011)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eApril 2011 — \u003ca href=\"http://www.whitehouse.gov/the-press-office/2011/04/27/executive-order-streamlining-service-delivery-and-improving-customer-ser\"\u003eExecutive Order 13571 – Streamlining Service Delivery and Improving Customer Service\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eJanuary 2011 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/PLAW-111publ352/pdf/PLAW-111publ352.pdf\"\u003eGPRA Modernization Act of 2010 (GPRAMA) (PDF, 172 kb, 20 pages, January 2011)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eApril 2010 — \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/inforeg/SocialMediaGuidance_04072010.pdf\"\u003eSocial Media, Web-Based Interactive Technologies, and the Paperwork Reduction Act (PDF, 85 kb, 7 pages, April 2010)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eDecember 2009 — \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2010/m10-06.pdf\"\u003eOpen Government Directive (PDF, 82 kb, 11 pages, December 2009)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eDecember 2002 — \u003ca href=\"https://www.archives.gov/about/laws/egov-act-section-207.html\"\u003eE-Government Act of 2002\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eMarch 1998 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/WCPD-1998-03-09/pdf/WCPD-1998-03-09-Pg368.pdf\"\u003eMemorandum on Conducting \u0026ldquo;Conversations With America\u0026rdquo; To Further Improve Customer Service (PDF, 110 kb, March 1998, 2 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eMarch 1995 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/WCPD-1995-03-27/pdf/WCPD-1995-03-27-Pg456.pdf\"\u003ePresidential Memo on Improving Customer Service (PDF, 110 kb, 2 pages, March 1995)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eSeptember 1993 — \u003ca href=\"http://www.archives.gov/federal-register/executive-orders/pdf/12862.pdf\"\u003eExecutive Order 12862 – Setting Customer Service Standards (PDF, 12 kb, 2 pages, September 1993)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eJanuary 1993 — \u003ca href=\"https://obamawhitehouse.archives.gov/omb/mgmt-gpra/gplaw2m\"\u003eGovernment Performance and Results Act (GPRA)\u003c/a\u003e\u003c/p\u003e\n\u003ch2 id=\"detailed-list\"\u003eDetailed List\u003c/h2\u003e\n\u003cp\u003e\u003cstrong\u003eDecember 2021\u003c/strong\u003e — \u003ca href=\"https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/\"\u003eExecutive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government\u003c/a\u003e and related \u003ca href=\"https://www.whitehouse.gov/briefing-room/statements-releases/2021/12/13/fact-sheet-putting-the-public-first-improving-customer-experience-and-service-delivery-for-the-american-people/\"\u003eFACT SHEET: Putting the Public First: Improving Customer Experience and Service Delivery for the American People\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eExpands the list of High Impact Service Providers (HISPs) and builds a framework for federal agencies to collaborate around delivering services related to certain significant \u0026ldquo;life events\u0026rdquo; such as retiring, or filing taxes.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAugust 2023 — \u003ca href=\"https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf\"\u003eOMB Circular A-11 Section 280, Managing Customer Experience and Improving Service Delivery (PDF, 385 KB, 14 pages, August 2023)\u003c/a\u003e)\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eEstablishes standards for federal agencies to collect customer feedback.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMay 20, 2016 — \u003ca href=\"https://www.gao.gov/products/GAO-16-509\" target=\"_blank\" rel=\"noopener noreferrer\"\u003eGAO-16-509\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eManaging for Results: OMB Improved Implementation of Cross-Agency Priority Goals, But Could Be More Transparent About Measuring Progress. See “Full Report” PDF to read the findings.\u003c/p\u003e\n\u003cp style=\"text-decoration: line-through\"\u003eMarch 2016 — OMB Memo M-16-08 Establishment of the Core Federal Services Council\u003c/p\u003e\n\u003cblockquote\u003e\u003cem\u003e6/15/2017: Eliminated by M-17-26, \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2017/M-17-26.pdf\"\u003eReducing Burden for Federal Agencies by Rescinding and Modifying OMB Memoranda (PDF, 208 kb, 12 pages, June 2017)\u003c/a\u003e\u003c/em\u003e\u003c/blockquote\u003e\n\u003cp\u003e\u003cstrong\u003eOctober 2014 — \u003ca href=\"http://www.gao.gov/products/GAO-15-84\"\u003eGAO Report GAO-15-84\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eMANAGING FOR RESULTS: Selected Agencies Need to Take Additional Efforts to Improve Customer Service\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eAugust 11, 2014 — \u003ca href=\"https://playbook.cio.gov/\"\u003eU.S. Digital Services Playbook\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eBuild digital services that meet the needs and expectations of the American people.\u003c/p\u003e\n\u003cp\u003eDigital Service Plays:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand what people need\u003c/li\u003e\n\u003cli\u003eAddress the whole experience, from start to finish\u003c/li\u003e\n\u003cli\u003eMake it simple and intuitive\u003c/li\u003e\n\u003cli\u003eBuild the service using agile and iterative practices\u003c/li\u003e\n\u003cli\u003eStructure budgets and contracts to support delivery\u003c/li\u003e\n\u003cli\u003eAssign one leader and hold that person accountable\u003c/li\u003e\n\u003cli\u003eBring in experienced teams\u003c/li\u003e\n\u003cli\u003eChoose a modern technology stack\u003c/li\u003e\n\u003cli\u003eDeploy in a flexible hosting environment\u003c/li\u003e\n\u003cli\u003eAutomate testing and deployments\u003c/li\u003e\n\u003cli\u003eManage security and privacy through reusable processes\u003c/li\u003e\n\u003cli\u003eUse data to drive decisions\u003c/li\u003e\n\u003cli\u003eDefault to open\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eMarch 2014 — \u003ca href=\"http://www.performance.gov/node/3400?view=public#apg\"\u003eCross-Agency Priority (CAP) Goal – Customer Service\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eCreated the new set of CAP goals – including customer service.\u003c/p\u003e\n\u003cp\u003eGOAL STATEMENT: Deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eStreamline transactions.\u003c/li\u003e\n\u003cli\u003eDevelop standards for high impact services.\u003c/li\u003e\n\u003cli\u003eUtilize technology to improve the customer experience.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eMay 2012 — \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government – Building a 21st Century Platform to Better Serve the American People\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eDesign and deliver digital services with customer service first in mind and reflect the technologies used by today’s customers. Agencies must respond to customers’ needs and make it easy to find and share information and accomplish important tasks \u003cem\u003e“anytime, anywhere, any device.”\u003c/em\u003e\u003c/p\u003e\n\u003cp\u003eUse customer-centric design principles; focus efforts where they’ll have the most impact and value; institutionalize performance measurement, and continuously improve services in response to those measurements.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDeliver Better Digital Services Using Modern Tools and Technologies\u003c/li\u003e\n\u003cli\u003eImprove Priority Customer-Facing Services for Mobile Use\u003c/li\u003e\n\u003cli\u003eMeasure Performance and Customer Satisfaction to Improve Service Delivery\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eJune 15, 2011 — \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2011/m11-26.pdf\"\u003eOMB M-11-26 – Fast-Track Process for Collecting Service Delivery Feedback Under the Paperwork Reduction Act (PDF, 200 kb, 4 pages, June 2011)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eEstablished the Fast-Track PRA review, reducing the time required for agencies to get clearance to conduct customer surveys from several months to several weeks.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eJune 2011 — \u003ca href=\"https://www.whitehouse.gov/sites/whitehouse.gov/files/omb/memoranda/2011/m11-24.pdf\"\u003eOMB Memo M-11-24 – Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service (PDF, 2.5 MB, 6 pages, June 2011)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eRequires that agencies develop customer service standards that are “understandable to the public, easily accessible at the point of service and on the Internet, and measurable (where appropriate); where possible, standards should include targets for speed, quality/accuracy, and satisfaction.”\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eImprove Customer Service Delivery\n\u003cul\u003e\n\u003cli\u003ePublish Customer Service Plans\u003c/li\u003e\n\u003cli\u003eOMB Establish a Customer Service Task Force\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eAdvance Customer Service through Innovative Technology\n\u003cul\u003e\n\u003cli\u003eEach agency establish one “signature initiative” that uses technology to improve the customer experience\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eSolicit Timely Customer Feedback\n\u003cul\u003e\n\u003cli\u003eOffice of Information and Regulatory Affairs (OIRA) create a Paperwork Reduction Act “Fast Track” review process and Provide Guidance on Customer Feedback Options\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003eImprove Online Services\n\u003cul\u003e\n\u003cli\u003eFreeze Establishment of New Federal Executive Branch Domains\u003c/li\u003e\n\u003cli\u003eUpdate .Gov Domain Policy and Guidelines\u003c/li\u003e\n\u003cli\u003eEliminate Duplicative and Outdated Websites\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eApril 27, 2011 — \u003ca href=\"http://www.whitehouse.gov/the-press-office/2011/04/27/executive-order-streamlining-service-delivery-and-improving-customer-ser\"\u003eExecutive Order 13571 – Streamlining Service Delivery and Improving Customer Service\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eRequires agencies to develop, in consultation with the Office of Management and Budget (OMB), a Customer Service Plan to address how the agency will streamline service delivery and improve customer experience.\u003c/p\u003e\n\u003cp\u003eRequirements include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eEstablishing one major initiative (signature initiative) that will use technology to improve the customer experience;\u003c/li\u003e\n\u003cli\u003eEstablishing mechanisms to solicit customer feedback on Government services and using such feedback regularly to make service improvements;\u003c/li\u003e\n\u003cli\u003eSetting clear customer service standards and expectations, including, where appropriate, performance goals for customer service required by the GPRA (Government Performance and Results) Modernization Act of 2010 (Public Law 111-352);\u003c/li\u003e\n\u003cli\u003eImproving the customer experience by adopting proven customer service best practices and coordinating across service channels (such as online, phone, in-person, and mail services);\u003c/li\u003e\n\u003cli\u003eStreamlining agency processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries; and\u003c/li\u003e\n\u003cli\u003eIdentifying ways to use innovative technologies to accomplish the customer service activities above, thereby lowering costs, decreasing service delivery times, and improving the customer experience.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eRequires agencies to post customer service metrics and best practices online.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eJanuary 4, 2011 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/PLAW-111publ352/pdf/PLAW-111publ352.pdf\"\u003eGPRA Modernization Act of 2010 (GPRAMA) (PDF, 172 kb, 20 pages, January 2011)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eEnhanced requirements of GPRA requiring agencies to develop annual performance plans that must describe how performance goals are to be achieved, including establishing performance indicators to measure, as appropriate, customer service, efficiency, output, and outcome indicators. Measures should be quantifiable and measurable to define the level of performance to be achieved for program activities each year. Requires each agency performance plan should “establish a balanced set of performance indicators to be used in measuring or assessing progress toward each performance goal, including, as appropriate, customer service, efficiency, output and outcome indicators.\u003c/p\u003e\n\u003cp\u003eEstablished a Performance Improvement Council to consider performance improvement experiences of customers (e.g., corporations, nonprofit organizations, foreign, state and local governments) of government services.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eApril 7, 2010 — \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/inforeg/SocialMediaGuidance_04072010.pdf\"\u003eSocial Media, Web-Based Interactive Technologies, and the Paperwork Reduction Act (PDF, 85 kb, 7 pages, April 2010)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eClarifies that the Paperwork Reduction Act of 1995 (the PRA) does not apply to many uses of social media and similar technologies, clearing the way for agencies to use social media and web-based interactive technologies to serve and engage with the public online.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eDecember 8, 2009 — \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/memoranda_2010/m10-06.pdf\"\u003eOpen Government Directive (PDF, 82 kb, 11 pages, December 2009)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eLaid the groundwork for a transparent, participatory and collaborative government by: Publishing Government Information Online; Improving the Quality of Government Information; Creating and Institutionalizing a Culture of Open Government; Creating an Enabling Policy Framework for Open Government.\u003c/p\u003e\n\u003cp\u003eOpen Government Plan:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eTransparency\u003c/strong\u003e: describe steps the agency will take to conduct its work more openly and publish its information online\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eParticipation\u003c/strong\u003e: promote opportunities for the public to participate throughout the decision-making process.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eCollaboration\u003c/strong\u003e: further cooperation with other federal and non-federal governmental agencies, the public, and nonprofit and private entities in fulfilling the agency’s core mission activities\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eDecember 2002 — \u003ca href=\"https://www.archives.gov/about/laws/egov-act-section-207.html\"\u003eE-Government Act of 2002\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eUse information technology (IT) to transform agency business into a more citizen oriented and user friendly process.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMarch 3, 1998 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/WCPD-1998-03-09/pdf/WCPD-1998-03-09-Pg368.pdf\"\u003eMemorandum on Conducting “Conversations With America” To Further Improve Customer Service (PDF, 110 kb, March 1998, 2 pages)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eCalled for agencies to engage customers in conversations about how to improve Government services.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMarch 22, 1995 — \u003ca href=\"http://www.gpo.gov/fdsys/pkg/WCPD-1995-03-27/pdf/WCPD-1995-03-27-Pg456.pdf\"\u003ePresidential Memo on Improving Customer Service (PDF, 110 kb, 2 pages, March 1995)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eExtends Executive Order 12862, which requires agencies to establish and implement customer service standards; survey customers and employees; benchmark; and publish customer service standards. For the first time, the federal government’s customers have been told what they have a right to expect when they ask for service.\u003c/p\u003e\n\u003cp\u003eFurther stated that the government is customer-driven and customer-focused, and clarified expectations regarding agency actions, standards, and measurements, including measuring customer satisfaction as a standard benchmark. Recognized that “without satisfied employees, we cannot have satisfied customers.”\u003c/p\u003e\n\u003cp\u003eAgencies shall “on an ongoing basis measure results achieved against the customer service standards and should also include customer satisfaction as a measure.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eMeasure results achieved against the customer service standards and report those results to customers at least annually;\u003c/li\u003e\n\u003cli\u003eIntegrate development and tracking of customer service measures, standards, and performance with other performance initiatives\u003c/li\u003e\n\u003cli\u003eSurvey employees on ideas to improve customer service, motivate and recognize employees for meeting or exceeding customer service standards.\u003c/li\u003e\n\u003cli\u003eInitiate and support actions that cut across agency lines to serve shared customers\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eCustomer service standards should relate to legislative activities, including strategic planning and performance measurement under the Government Performance and Results Act of 1993, reporting on financial and program performance under the Chief Financial Officers Act of 1990, and the Government Management and Reform Act of 1994.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSeptember 11, 1993 — \u003ca href=\"http://www.archives.gov/federal-register/executive-orders/pdf/12862.pdf\"\u003eExecutive Order 12862 – Setting Customer Service Standards (PDF, 12 kb, 2 pages, September 1993)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eRequires agencies to establish and implement customer service standards; survey customers and employees; benchmark customer service performance against the best in business (e.g., highest quality of service delivered to customers by private sector organizations providing a comparable or analogous service); publish customer service standards and plans; and publicly report on customer service surveys.\u003c/p\u003e\n\u003cp\u003eAgencies shall take the following actions:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eidentify the customers who are, or should be, served by the agency;\u003c/li\u003e\n\u003cli\u003esurvey customers to determine the kind and quality of services they want and their level of satisfaction with existing services;\u003c/li\u003e\n\u003cli\u003epost service standards and measure results against them;\u003c/li\u003e\n\u003cli\u003ebenchmark customer service performance against the best in business;\u003c/li\u003e\n\u003cli\u003esurvey front-line employees on barriers to, and ideas for, matching the best in business;\u003c/li\u003e\n\u003cli\u003eprovide customers with choices in both the sources of service and the means of delivery;\u003c/li\u003e\n\u003cli\u003emake information, services, and complaint systems easily accessible; and\u003c/li\u003e\n\u003cli\u003eprovide means to address customer complaints.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eJanuary 5, 1993 — \u003ca href=\"https://www.congress.gov/bill/103rd-congress/senate-bill/00020\"\u003eGovernment Performance and Results Act (GPRA)\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eSet performance goals, measure results, publicly report progress. New focus on results, service quality and customer satisfaction. The purposes of this Act are to:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eImprove the confidence of the American people in the capability of the federal government, by systematically holding federal agencies accountable for achieving program results;\u003c/li\u003e\n\u003cli\u003eInitiate program performance reform with a series of pilot projects in setting program goals, measuring program performance against those goals, and reporting publicly on their progress;\u003c/li\u003e\n\u003cli\u003eImprove federal program effectiveness and public accountability by promoting a new focus on results, service quality, and customer satisfaction;\u003c/li\u003e\n\u003cli\u003eHelp federal managers improve service delivery, by requiring that they plan for meeting program objectives and by providing them with information about program results and service quality;\u003c/li\u003e\n\u003cli\u003eImprove congressional decision-making by providing more objective information on achieving statutory objectives, and on the relative effectiveness and efficiency of federal programs and spending; and\u003c/li\u003e\n\u003cli\u003eImprove internal management of the federal government.\u003c/li\u003e\n\u003c/ul\u003e\n"}
  ]
}