Customer Service: HowTo.Gov Informs Of Best Practices

In April, the President signed Executive Order 13571—Streamlining Service Delivery and Improving Customer Service. This requires federal agencies take specific steps to strengthen customer service and information on federal .gov websites.

Youtube Video, October 5, 2011, Webinar on Customer Service from HowTo.Gov -



The Executive Order requires federal agencies to develop implementation plans to include:

• 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.
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