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New GAO – Managing for Results, Small Business Administration

  • MANAGING FOR RESULTS: Selected Agencies Need to Take Additional Efforts to Improve Customer Service, GAO-15-84: Published: Oct 24, 2014. Publicly Released: Oct 24, 2014: “Providing customer service has been a long-standing challenge for federal agencies. GPRAMA requires that agencies establish a balanced set of performance indicators to be used in measuring progress toward performance goals, including customer service. This report is part of GAO’s response to its mandate to evaluate the implementation of GPRAMA. It evaluates (1) the extent to which selected agencies and their services are using customer service standards and measuring performance results against these standards, and how selected agencies are communicating standards and using customer feedback to improve customer service; and (2) the extent to which OMB and the PIC are facilitating federal agencies’ use of tools and practices to improve customer service. GAO selected five agencies and their services based on prior work in which it surveyed 12 federal agencies that are among those with the most widespread contact with the public. GAO reviewed and compared agency customer service documents to federal legislation and guidance, and interviewed agency officials about customer service.”

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