ReportoftheCitizenServiceLevelsInteragencyCommittee-DigitalGov.doc

General Services Administration Report of the Citizen Service Levels Interagency Committee CSLIC EXECUTIVE SUMMARY President George W. Bush has directed that Government become market-based, citizen-centric, and customer-focused. Through the President’s Management Agenda (PMA), President Bush has called for agencies to improve their responsiveness to citizens. However, there are no Government-wide standards or metrics to measure citizen satisfaction or improvements to service delivery. In order to develop standards of performance for customer service delivery the Citizen Service Levels Interagency Committee (the “Committee”) was formed. Working with the Office of Management and Budget (OMB) and the General Services Administration (GSA), the Committee was created and is managed by the GSA’s USA Services E-Gov initiative. The Committee is comprised of 58 contact service representatives from 33 Executive branch agencies and the Smithsonian Institution, a trust establishment of the United States. (See Appendix 1 for a list of participating agencies and representatives) The Committee’s mission is to develop and deploy Government-wide guidelines to ensure that citizens receive accurate, timely and consistent service from the Government. USA Services supported the Committee’s work through the following activities: Reviewed the baseline of government-citizen activities, practices and service delivery methods, identified by USA Services and OMB through a budget data request (BDR) to each agency, and shared results with the Committee; Contracted with the MITRE Corporation (MITRE) to study contact center metrics, best practices, and technologies utilized in the public and private sectors and provided findings to the Committee; and Contracted with MITRE to collect and compile existing market research on citizen expectations and desires when communicating with Government through a series of 16 focus groups and provided findings to the Committee. Using this infor