Sponsors said that agencies that prioritize customer improvements see that public satisfaction and trust in them improves. Image: chainarong06/Shutterstock.com
A bipartisan bill on improving customer service has been offered in the Senate Homeland Security and Governmental Affairs Committee, with sponsors saying the government “provides a wide range of critical services, though many agencies can be difficult to navigate.”
S-2866 would require agencies to develop a “written comprehensive strategy to improve customer experience, including a plan to adopt appropriate customer service best practices from the private sector such as online services, telephone call back services, and employee training programs,” says a summary.
“The bill also requires agencies to plan for long-term customer service improvements – including adoption of the latest technologies that can better serve the public – and to assess which services they can co-locate with other federal services or offer self-service customer experience options,” it says.
Sponsors said that agencies that prioritize customer improvements see that public satisfaction and trust in them improves, citing the VA’s decision to have single phone number to access benefits and services.
Improving customer service is one of the elements of the Biden administration’s President’s Management Agenda.
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