Regional personnel seem the least informed. A suggestion was made to either elevate their function or eliminate it. Nobody is looking out for the whole program. Contractor customer service needs to be part of the overall plan for training. There is a need for cross-training across programs and products.
Customer service is good under bad conditions.
The system is too complex. Celebrate National Customer Service Week the first week in October through outreach to the community. Provide on-line change capability for CSRs. Let contractors talk to each other without ED always having to be present Extend E-Mail usage to include automatic responses and proactive sending of messages. We have heard that people are concerned about the expertise of customer service reps, especially when we change contractors.