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GGD-95-91R 1 (1995-04-21)

handle is hein.gao/gaobackuv0001 and id is 1 raw text is: GAO United States General Accounting Office Washington, D.C. 20548 General Government Division B-260243 April 21, 1995 The Honorable Christopher H. Smith House of Representatives Dear Mr. Smith: This letter responds to your request that we (1) examine the extent to which selected federal agencies have incorporated customer satisfaction into their strategic plans and/or mission statements; (2) ascertain how the agencies determine their customers' satisfaction with services received; and (3) determine to what extent the agencies' methods of hiring, training, and evaluating employees address the issue of customer service. We selected the Social Security Administration (SSA), the Department of Veterans Affairs (VA), the Department of Housing and Urban Development (HUD), and the Health Care Financing Administration (HCFA) for review because of the specific interests expressed by your office and because they represent a range of the different ways federal agencies provide services to the public. SSA and VA provide services directly to the public, while HCFA and HUD provide most of their services through third parties, such as insurance companies and state and local housing administrations. Improving customer service has become an important issue for federal agencies. The 1993 Government Performance and Results Act (GPRA) required government agencies to focus on results, quality of service, and customer satisfaction. Beginning in 1997, agencies must prepare strategic plans containing mission statements and general goals, and the agencies must report annually to Congress on how well their programs meet these goals. In addition, the National Performance Review (NPR) and Executive Order 12862, Setting Customer Service Standards, recommended a governmentwide goal of providing customer service that is equal to the best private sector customer service. Among other things, executive agencies are required to survey customers to determine their level of satisfaction with existing services. GAO/GGD-95-91R, Selected Agencies' Customer Service Efforts

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