Streamlining Service Delivery and Improving Customer Service
May 2, 2011
Signed by: Barack Obama
Signed on: Apr 27, 2011
Published on: May 2, 2011
May 2, 2011
Signed by: Barack Obama
Signed on: Apr 27, 2011
Published on: May 2, 2011
Summary
Tells government agencies to make their services better, faster, and easier for people to use by using new technology and getting feedback from the public.
What problem does this solve?
The public expects fast and easy service like they get from private companies, but government services have not kept up with new technology. This order requires federal agencies to create plans to modernize their services, making them more efficient and user-friendly.
What does this order do?
Requires agency customer service plans
Directs each federal agency to develop a Customer Service Plan within 180 days to streamline service delivery and improve the customer experience.
Establishes a signature technology initiative
Mandates that each agency's plan include one major initiative that uses technology to improve the customer experience.
Creates mechanisms for customer feedback
Requires agencies to establish ways to ask for customer feedback on government services and use that feedback to make regular improvements.
Sets clear customer service standards
Instructs agencies to set clear standards and expectations for customer service, including performance goals required by the GPRA Modernization Act of 2010.
Publishes plans for public viewing
Requires each agency to publish its Customer Service Plan on its Open Government web page for the public to see.
Provides assistance from federal offices
Directs the Office of Management and Budget, General Services Administration, and Office of Science and Technology Policy to help agencies implement their plans.
Who does this affect?
- Federal agencies
- General public
- Businesses and other government entities
What is the real world impact?
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Modernizes government operations
Pushes federal agencies to adopt modern technologies and best practices from the private sector. This includes creating self-service options online or through mobile phones to deliver services faster and at a lower cost.
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Improves public trust in government
Aims to make the government appear more competent and responsive to public needs. By improving the quality of service, the government hopes to increase satisfaction and trust among the people it serves.
When does this start?
This order sets a specific deadline for federal agencies to create their customer service plans.
Agency Customer Service Plans
Within 180 days of April 27, 2011, each agency must develop a Customer Service Plan.