Communities of Interest

Citizen Service Levels Interagency Committee (CSLIC)

Effective January 1, 2008, the CSLIC organization will be superseded by new communities of interest sponsored and supported by the USA Services program.

USA Services organized CSLIC in 2005 to develop guidelines for ensuring that citizens receive accurate, timely and consistent service from federal agencies.

Led by co-chairs Daryl Covey (NOAA) and Mary Lamary (OPM), CSLIC met nearly 30 times from March to July 2005 to write our initial report. Presented to the federal community in October 2005, the report contains 53 best practices that all agencies should use as they serve citizens at their call centers, contact centers, and field offices.

CSLIC Report

• Proposed Performance Measures, Practices and Approaches For  Government-wide Citizen Contact Activities
• Executive Summary - Key Performance Measures
• Review the Supporting Documents from MITRE: The Committee used these documents as background on citizen expectations and private sector best practices.

CSLIC's newsletter: Citizen Service Times Archives