Streamlining Service Delivery and Improving Customer Service
Federal Agencies Must Create Plans to Improve Customer Service
What it does
Agencies must develop and publish Customer Service Plans within 180 days, including a technology initiative and steps to improve service.
Real-world impact
- Publishes agency customer service plans on public Open Government web pages.
- Requires agencies to streamline processes to lower costs and speed delivery.
- Adds regular customer feedback and clear service standards for public interactions.
Topics
Summary
This order requires federal agencies to create and publish Customer Service Plans within 180 days, working with the Office of Management and Budget, to streamline service delivery and improve customer experience.
Plans must include a technology "signature initiative," ways to collect and use customer feedback, clear service standards, multichannel improvements, and steps to cut costs and speed delivery. Agencies must post plans on their Open Government web pages.
The Chief Performance Officer and several offices will help agencies, and independent agencies are asked to follow the order.
Questions, answered
Ask questions about this executive order and its implications. Try:
- “What agencies are affected by this order?”
- “How does this order change existing policy?”
- “What are the practical implications of this order?”