NPR is striving to make customer service in the public sector at least equal to that of the private sector. It is important for agencies to balance customer satisfaction, employee satisfaction, and business results. NPR will continue encourage the spread of the use of performance measures rooted in agencies' Results Act performance plans. Fostering a workforce driven to deliver world-class service.
Employee satisfaction is a proven factor behind increasing customer satisfaction.
NPR will continue working with agencies on improving employee job satisfaction by acting on a range of initiatives stemming from the results of the 1998 and 1999 employee surveys. Delivering key customer service transactions electronically in agencies with the greatest interaction with the public. The ACSI survey showed that those government services that were delivered electronically received greater customer satisfaction scores. As a result, NPR is working with High Impact Agencies to expand a range of electronic services that will benefit more Americans. ACSI provides a means for benchmarking federal agencies against private sector industries and companies.