Guidance Issued on Customer Service Awards

OMB has issued guidance on the Federal Customer Service Awards Program that the administration announced several months ago, saying that there will be both agency-level and government-wide awards. For agency awards, there are to be about 10 to 50 annual honorees, recognizing either individuals or an agency initiative in which a small number of key individuals will be recognized personally. “In general, agencies should provide awards to individuals who have demonstrated an understanding of customer needs and taken action to address those needs that goes above and beyond existing practices. This could be through a single ‘heroic’ act, or the results of a sustained commitment to innovation and providing excellent customer service,” it says. Agencies also are to make nominations for the President’s Award, which will be screened by OMB and granted to about 10 recipients annually. The guidance, which includes various procedural matters, formally applies only to the 15 agencies that have the most direct interaction with the public, although other agencies are encouraged to have similar programs.