Best practices from private sector a key piece of Improving Government Services Act
U.S. Sen. Gary Peters (MIich.) has introduced bipartisan legislation to improve and streamline the customer service provided by federal agencies.
The Improving Government Services Act would encourage all government agencies to offer a better and more secure experience for taxpayers by adopting customer service best practices from the private sector, according to a news release.
“Taxpayers must be able to easily and efficiently reach federal agencies when they have questions about services or benefits,” said Peters. “My commonsense bipartisan bill would require agencies to adopt customer service best practices that limit wait times and use callbacks to ensure taxpayers receive support in a timely manner.”
Agencies that have prioritized customer service best practices have not only seen their ability to deliver services improve, they have improved their customer satisfaction as well, the release said.
The senator’s legislation would require agencies to develop a written strategy to improve customer experience, including a plan to adopt customer service practices such as online services, telephone call back services, and employee training programs.