Progress Report



Under the President's executive order, all agencies are beginning to focus on customer service as a higher priority. A few have moved far beyond the order in improving their service.

Plans are under way for a host of other improvements. The government intends to use information technology in a wide variety of ways and has devised a plan to use electronic benefits transfer (EBT) to cut costs and reduce fraud.

But the task of improving customer service is huge. The public, disappointed for so long about the service it has received, is more likely down the road to remember the slip-ups than the improvements. Only a sustained improvement is likely to change many minds.



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