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“Americans are increasingly turning to the Web for information, questions and coment. Advances in Web-based technology are fueling this phenomenon as citizens are more and more likely to get the results they are seeking on their own without relying on federal government staff.
As a result, and in keeping with the President's Management Agenda, our government is working diligently to meet this increasing level of sophistication citizens expect when they have complex questions and need assistance from their government."
(Martha Dorris, Deputy Associate Administrator for GSA's Office of Citizen Services)
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Government-Wide Assessment of Citizen Service Activities Survey
USA Services conducted a Government-Wide Assessment (GWA) Survey to learn how and where people interact with the federal government and how to support agencies who may want assistance in improving their customer service functions. See the results.
The survey studied more than 200 federal offices within 35 departments and agencies to understand and analyze the day-to-day issues agencies face in providing service to citizens.
Survey questions sought to discover what challenges federal agencies face in providing citizens with customer service, such as dealing with decreasing budgets, adopting new technologies and the increasing awareness of the services offered to citizens.
Among the survey's recommendations:
- Promote consolidation of citizen service activities within agencies
- Promote consolidation of data sources
- Promote professionalization of customer service
- Establish an Interagency Customer Service Work Group
- Develop customer service guidance
- Foster increased awareness of service availability
The survey is an expanded follow-on to the Budget Data Request conducted by the office of Management and Budget in 2004. We evaluated the results to drive the development of new products and services to help agencies and their customer service professionals.
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