Legislation that would prod government agencies to be more consumer-driven with an annual review was approved by the House Oversight and Government Reform Committee Tuesday.
The measure (H.R. 404), approved on a voice vote, would establish a report card system to gauge customer service performance at each agency. Federal agency leaders would be responsible for gathering data using surveys and focus groups, which would then be submitted to and evaluated by the Government Accountability Office.
The head of each federal agency would also have to appoint a customer service representative to implement standards and oversee progress, according to language in the bill.
Jun 19, 2007
Customer Service Report Card Coming For Social Security?
From Government Executive magazine: