GSA Strives to Improve Government's Customer Service

The General Services Administration (GSA) has announced the results of its 2006-2007 Government-Wide Survey of Citizen Service Activities, intended to identify ways in which the federal government can improve the quality of service provided to the American taxpayer.

Recommendations generated by the GSA's customer service survey included:

• consolidate citizen service activities within agencies
  
• consolidate data sources
  
• "professionalize" customer service
  
• establish an Interagency Customer Service Work Group
  
• develop customer service guidance
  
• roster increased awareness of service availability

Along with the final results (.pdf), the GSA also provides a PowerPoint presentation on the survey.

"Americans are increasingly turning to the web for information, questions, and comment. Advances in web-based technology are fueling this phenomenon as citizens are more and more likely to get the results they are seeking on their own without relying on federal government staff," said Martha Dorris, Deputy Associate Administrator for GSA's Office of Citizen Services in a press release. "As a result, and in keeping with the President's Management Agenda, our government is working diligently to meet this increasing level of sophistication citizens expect when they have complex questions and need assistance from their government."

Also See:
Online Government Services Expanded Under Clinton
Americans Turning to the Internet for Information
Website Rates Performance of Federal Programs