The constituent groups criticize the agencies for working too slowly and making their rules and forms too complicated. While the IRS is seen as doing a good job in collecting taxes and issuing refunds, it does so in an unnecessarily bureaucratic way, constituents say. Similarly, the FDA is rated highly for ensuring food and drugs are safe, but only after taking too long and implementing complicated rules. Constituent groups disagree on much, but they all give relatively low scores to agency administrative practices. Customer Service Success Discontent with the bureaucracy does not extend to dissatisfaction with the agencies' employees, however.
Constituents give agencies relatively high marks in their dealings with the public.
Majorities in each group say the agency's employees are courteous and professional. Most say the agencies are reasonably easy to get in touch with and make an effort to help constituents understand rules and forms. Among the agencies, customer service evaluations of the Federal Aviation Administration are the most glowing. Large majorities of these same groups also say that the agency is responsive to questions and concerns. Frequent fliers are less complimentary on both counts.