National Partnership for Reinventing Government
750 Seventeenth Street NW
Washington, D.C 20006
Susan Valaskovic (202) 694-0005
Eleni Martin (202) 501-1231
FOR IMMEDIATE RELEASE: MAY 26, 1999
Vice President Launches First Government-wide Customer Satisfaction SurveyWASHINGTON, DC - For the first time in history the 30 federal agencies that serve 90% of government's customers will conduct a Customer Satisfaction Survey and use the results to improve how the government does business and treats its customers.
The Committee for Excellence in Customer Satisfaction, composed of industry, academic, consumer group and government agency leaders, will meet Thursday, May 27, 1999 to create a plan for institutionalizing a culture of customer service in the federal government. The committee's recommendations will be reported at 3:15 p.m. in the Indian Treaty Room of the Old Executive Office Building.
Vice President Al Gore announced plans for the survey in January during an international conference sponsored by the National Partnership for Reinventing Government (NPR). "In 1993 NPR set the goal of delivering federal services equal to the best in business. Agencies have been working for the last five years to find out how best to serve customers. Now its time to measure their performance," the Vice President stated.
The survey is being sponsored by the President's Management Council, the chief operating officers of the cabinet agencies. General Services Administration Administrator David J. Barram has been designated by Vice President Gore to serve as the executive agent for the initiative. Today, GSA announced the award of a $867,000 contract to Arthur Andersen LLP for the development and delivery of the government-wide customer satisfaction survey. The contract period is one year with a one-year option.
Survey results will be used in conjunction with completed, ongoing, and/or planned surveys at agency or program levels to target opportunities to better serve the American Public and other customer service initiatives agreed on by the federal advisory committee. Committee members are: