The US General Services Administration (GSA) has
launched the "first comprehensive customer service department for
citizens" in the US government, with a goal of responding to
questions by web, e-mail or phone within two days.
USA Services will allow federal agencies to redirect questions
sent to the wrong federal agency to USA Services staff, who will
then answer the questions.
USA Services will also function as a customer service centre for
federal agencies, with the programme responding to frequently asked
questions for each participating agency, instead of agency staff
taking time away from other duties to answer questions.
Government officials touted USA Services as a one-stop shop for
people to get their questions about the federal government
answered.
Although the US government already has a website, FirstGov.gov,
and a toll-free number, the USA Services programme will centre on
the response services at one place, allowing for faster and more
consistent answers.
USA Services will allow for a significant improvement in
customer service, said Mark Forman, administrator of the Office of
E-Government and Information Technology at the White House Office
of Management and Budget.
With help from a contractor, the six-member USA Services
team will attempt to generate an immediate response to all e-mail,
with responses within two days.
During a pilot programme, USA Services was able to answer about
95% of the questions asked, with the rest sent on to the agency for
future research.
Grant Gross writes for IDG News Service