Partnership for Reinventing Service
Best Customer Service
Achieve customer satisfaction
with federal services equal to or better than the business service sector,
as measured by the American Customer Satisfaction Index (ACSI).
NPR is striving to make customer
service in the public sector at least equal to that of the private sector.
Among the initiatives that are helping to transform how agencies deliver
customer service are:
Having agency leaders
use balanced performance measures to drive their daily work.
It is important for agencies to balance customer satisfaction, employee
satisfaction, and business results. NPR will continue encourage the
spread of the use of performance measures rooted in agencies
Results Act performance plans.
Delivering key customer
service transactions electronically in agencies with the greatest
interaction with the public.
The ACSI survey showed that those government services that were delivered
electronically received greater customer satisfaction scores. As a
result, NPR is working with High Impact Agencies to expand a range
of electronic services that will benefit more Americans.
Conducting and expanding
the use of American Customer Satisfaction Survey (ACSI). The American
Customer Satisfaction Index (ACSI) is the first cross-agency measure
of customer satisfaction with federal services. ACSI provides a means
for benchmarking federal agencies against private sector industries
and companies. This index uses a survey and modeling methodology that
is essentially the same for the public and private sectors. However,
there is a difference in the outcomes for each. For companies, the
measured outcome is customer loyalty that ties to profitability. For
government agencies, it is the trust of its users and the public it
?In 1999, 30 federal services
received an ACSI average score of 68.6 which compares to the private
business services sector average score of 71.9. Our goal is to improve
service delivery in government so that it is equal to or surpasses the
best in the private business sector.
Build communities of
practice around common challenges to good service: customer feedback,
plain language, regulatory partnerships, and "hassle-free"
Vice President Gore launched the "Hassle Free Communities"
initiative to help communities reconnect with government at all levels.
This initiative seeks to bring together federal, state, and local
resources to improve customer service and make government services