About USA Services

Who We Are and What We Do

Nomination Form for the 2009 Government Citizen Service Award

 

Please complete the following form. All fields are required

 

Nominator Information:
Name: Title:
Organization: Phone:
Email:  
Program/Initiative you are nominating:
Program/Initiative Name:

Parent Organization (no acronyms):

Please answer the following questions:

1. Provide a summary of your program/initiative.  This description will be used in outreach with the press and should accurately and succinctly convey the program and its accomplishments.  (100 words, 10 points)


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2. Describe improvement in the areas of customer service performance measurement and / or cost savings. Please quantify cost savings.  (350 words, 25 points)

For example,

  • the addition of Frequently Asked Questions (FAQs) on your web site or a phone Interactive Voice Response (IVR) resulted in improved service and cost savings at your contact center
  • you developed performance standards and metrics (and met them) in an area where you previously had none, or very few
  • you consolidated activities, such as call centers, resulting in cost savings and improvements in customer service. 
  • you made strides in fulfilling your agency's mission, resulting in qualitative improvements (morale, etc.) 


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3. Describe how you have used Web 2.0 technologies (Facebook, Blogs, Podcasts, YouTube) to increase public awareness of your available services and programs, web sites and/or toll-free numbers. What were the results? (250 words, 20 points)


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4. Describe what you are doing to measure citizen satisfaction.  For example, what types of survey do you use, what are your satisfaction scores, and what improvements have you made to raise your scores?  (250 words, 15 points)


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5. Describe what you are doing to ensure the quality and accuracy of the information you deliver to citizens. For example, integration of databases supporting channels (phone, email, publications, etc) so that information is consistent; and/or quality monitoring of email responses to citizen inquiries. (250 words, 15 points)  

 


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6. Describe how you attract, train and retain quality customer service staff.  What do you do to ensure a quality work environment and grow knowledgeable and competent customer service professionals?  (250 words, 15 points)

 


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