**GAO-11-44**                      Published: Oct 27, 2010. Publicly Released: Oct 27, 2010.                  

-   
-   
-   
-   

    Jump To:  
-  Elder Abuse 
-  Services for Older Adults 
-  State and Local-Level Drivers and Trends 
-  State and Local Fiscal Projections 
-  Federal Borrowing 
-  Managing the Debt 
-  Summary of Funding Provisions 
-  Auditing the Government's Books 
-  Unpacking the Financial Report 
-  Highlights 
-  Recommendations 
-  Background 
-  About This Work 
-  About This Work 
-  Trends 
-  About the Center 
-  Why It's High Risk 
-  What Remains To Be Done 
-  Key Reports 
-  Newest COVID-Related Reports 
-  AI Use Cases 
-  Flood Insurance 
-  Past Pandemic-Related Reports 
-  CARES Act Oversight Reports 
-  All COVID-19 Reports 
-  Report Suspected Fraud 
-  Subjects 
-  How to Get Notified 
-  Past Reports 
-  Public Health Threats 
-  Explore the FY 2022 and 2023 Funds 
-  Lessons Learned 
-  Agency Reports 
-  Recent Reports 
-  Recommendations 
-  Supplemental Material 
-  Full Report 
-  Additional Data 
-  View Decision 
-  Downloads 
-  Previously Identified Actions 
-  Related Pages 
-  Associated Agencies 
-  Tough Choices and Opportunities Ahead 
-  Americas Fiscal Future Key Areas 
-  Retirement Security Key Areas 
-  Current List 
-  About The High Risk List 
-  Area Ratings 
-  Previous High Risk Products 
-  Search Federal Vacancies 
-  Past Federal Vacancies 
-  Violation Letters 
-  About the Yellow Book 
-  Advisory Council 
-  Related Resources 
-  Comment Letters 
-  Related Publications 
-  Contacts and Resources 
-  Major Issues Facing the Nation 
-  Meeting Strategic Challenges 
-  Additional Resources 
-  Resources 
-  GAO Contacts 
-  Mission Teams 
-  Operations and Staff Offices  
-  Organization Chart  
-  Why a Career at GAO? 
-  Am I Qualified? 
-  Company Culture 
-  Reasonable Accommodations 
-  Video Gallery 
-  Paid Internships 
-  Student Volunteers 
-  Professional Development Program 
-  Advancement 
-  Executive Candidate Program 
-  Summer Associates 
-  Externships 
-  Benefits 
-  Contacts 

Skip to Highlights

## Highlights

The federal government has set a goal of providing service to the public that matches or exceeds that of the private sector. Executive Order 12862 (September 11, 1993) and a related 1995 memorandum require agencies to post customer service standards and report results to customers. As requested, this report (1) assesses the extent to which federal agencies are setting customer service standards and measuring related results, (2) assesses the extent to which agencies are reporting standards and results to customers and using the results to improve service, and (3) identifies some customer service management tools and practices used by various governments. The report also examines the steps the Office of Management and Budget (OMB) is taking to facilitate agency use of tools and practices. GAO surveyed 13 federal services among those with the most contact with the public, reviewed literature and interviewed agency officials as well as knowledgeable individuals in the area of customer service.

## Recommendations

## Recommendations for Executive Action

## Full Report

Highlights

Full Report (58 pages)

Accessible Text 

## Office of Public Affairs

Sarah Kaczmarek
kaczmareks@gao.gov

(202) 512-4800

## Topics

Government Operations

Agency missionsCustomer serviceData collectionEmployeesFederal agenciesInternal controlsLocal governmentsPerformance appraisalPerformance managementPerformance measuresPractice guidelinesStandardsState governmentsStrategic planningSurveysCustomer satisfaction