Streamlining Service Delivery and Improving Customer Service

Impact dates

1. Oct 24, 2011

   Agency Customer Service Plans due to OMB

Key directives

• Within 180 days, each agency shall develop a Customer Service Plan in consultation with OMB
• Each plan must include one signature technology initiative to improve customer experience
• Agencies must establish mechanisms to solicit and regularly use customer feedback
• Agencies must set clear customer service standards and performance goals per GPRA Modernization Act
• Agencies must adopt proven best practices and coordinate across service channels (online, phone, in-person, mail)
• Agencies must streamline processes to reduce costs, accelerate delivery, and reduce customer inquiries
• Agencies must identify innovative technologies to lower costs, decrease delivery times, and improve experience
• Each agency shall publish its plan on its Open Government web page
• Chief Performance Officer/OMB Deputy Director for Management shall develop implementation guidance
• OMB, GSA, and OSTP shall assist agencies with standards, plans, online metrics, PRA expedited review, Section 508 compliance, and innovative technologies

Who is ordered

• Chief Performance Officer · Office of Management and Budget
• Deputy Director for Management · Office of Management and Budget
• Office of Management and Budget · Office of Management and Budget
• General Services Administration · GSA
• Office of Science and Technology Policy · OSTP

Timeline

Risks & tensions

• Order is 'subject to availability of appropriations' (Sec. 7(b)), creating uncertainty about resource commitment
• Independent agencies only 'requested' to adhere, not mandated (Sec. 5), creating uneven implementation
• No enforcement mechanism specified for non-compliance with plan requirements
• Vague scope: 'significant services' and 'where appropriate' leave substantial discretion to agencies and OMB guidance