Does your Agency Have a Customer Service Plan?

When dealing with an important goal, it is always best to have a plan. Since the announcement of President Obama's Executive Order to improve government customer service, many agencies have made it a goal to be committed to better serving their citizens and customers. I'm curious to see how this has been done:

Does your agency have a customer service plan?

If so, how is it working? Do you have a list of "Customer Service Commandments," pillars to live by, or another form a planning? Has it worked?

Tags: Customer Service, FCG, Supporters

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Replies to This Discussion

Permalink Reply by Christina Thoresen on February 13, 2012 at 11:18am

In the event it would be helpful - Microsoft has a Government Customer Service planning guide/template as well as other useful customer service planning resources to assist agencies. www.microsoft.com/govcustomerservice

Permalink Reply by Terrence (Terry) Hill on February 14, 2012 at 8:06am

Thanks for that link Christina. Microsoft's template for developing a customer service plan is great! Although technically it's not a customer service plan, I am a big fan of OPM's Strategic Plan. It outlines how they will serve their customers (Federal agencies, employees, applicants, and retirees) using simple language in an appealing format. It includes both strategies for delivering on promises/goals and indicators of success. One of the best strategic plans I have ever seen. It is still valid 2 years after it was published.

Permalink Reply by Candi Harrison on February 14, 2012 at 2:09pm