- GAO Report – Managing for Results: Opportunities to Strengthen Agencies' Customer Service Efforts (PDF, 1.83 MB, 58 pages, Oct. 2010)
- IRS Provides Helpful and Accurate Tax Law Assistance, But Taxpayers Experience Lenghty Wait Times to Speak with Assistors (PDF, 774 KB, 35 pages, July 2011)
Blueprint for Better Service
A customer experience model is a blueprint for improving customer service. Follow this model and learn how to "wow" your customers.
There are many examples of government agencies that have made customer service a priority. Please let us know if you have other examples to add to this list.
- Internal Revenue Service (IRS)—The IRS has done an outstanding job of making something that no one likes to do (paying taxes) easy. Their website features Top Tasks on the home page, and has an extensive help section, with well-labeled topics that make it very easy to find the information you need.
- Social Security Administration (SSA)—SSA prominently features "top services" on their homepage, and they've automated many of their most-requested services, so you can easily apply for benefits online. They offer many services in Spanish as well as English, including a retirement benefits estimator.
- Transportation Safety Administration (TSA)—The TSA has done a great job helping people to answer the many questions they have about air travel, including clear explanations of what is OK (or not) to take on a plane with their "Know Before You Go" campaign. The TSA blog is a shining example of putting a human face on government, because TSA employees answer questions and have real, meaningful conversations with people in this very public forum.