If you go to http://customerservice.performance.gov/, you’ll see on the “Official Website of the U.S. Government,” the result of an Executive Order that the President put into play in April 2011. The President required that all Federal Government agencies create Customer Service Plans. Those plans are seen at the bottom of the US Government’s Customer Service Site.
Click on a few of the Agencies to see what they included. The Executive Order required the following:
- “Establishing one major initiative (signature initiative) that will use technology to improve the customer experience;
- Establishing mechanisms to solicit customer feedback on Government services and using such feedback regularly to make service improvements;
- Setting 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);
- Improving the customer experience by adopting proven customer service best practices and coordinating across service channels (such as online, phone, in-person, and mail services);
- Streamlining agency processes to reduce costs and accelerate delivery, while reducing the need for customer calls and inquiries; and
- Identifying ways to use innovative technologies to accomplish the customer service activities above, thereby lowering costs, decreasing service delivery times, and improving the customer experience.”
Whether or not you agree with the plans, let’s at least consider their required components. They want to improve the customer experience through the use of technology. They want to gain customer feedback and use that for change. They want to have clear standards/expectations. They want to adopt best practices, streamline service processes, and reduce the demand for customer contacts.
These components are positive. They focus on customer satisfaction, data to drive decisions, efficiencies, and use of best practices. It would be nice if there were an employee/cultural component and an overriding Customer Service Vision, but we’ll take what we can get.
Review several of the plans, and ensure your organization has at least these basic components of a Customer Service Plan.
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