Resources on Customer Service
OMB Circular A-11 Section 280: Managing Customer Experience and Improving Service Delivery —Guidance on how to measure customer experience, including questions on satisfaction and confidence and trust in section 280.7
Tips for Starting Your Customer Experience Journey —Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Government Customer Service Policies & Requirements: 1993 to Present —A list of government customer service policies and requirements.
Executive Order 13571–Streamlining Service Delivery and Improving Customer Service —The Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service “requires agencies that provide significant …
M-11-24 Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service —Memo M-11-24 is guidance to Implement Executive Order 13571.
Tools and Services
USAGov and USAGov en Español —A customer service platform that helps the public navigate the government space by providing topical information and services in English …
News and Events on Customer Service
Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration
The USA.gov’s team launched a new analytics dashboard that shows the top pages and topics that are trending on USA.gov and USA.gov/espanol. This gives agencies a better window into the information the public needs most so they can prioritize that information and make it more accessible to their users. — via USA.gov