Customer service, federal style

Did you know that there is a federal government entity devoted to improving customer service by federal agencies? It is called USA Services, and its mission is to present U.S. citizens with a single point of reference for government, allowing them to receive accurate, timely and consistent answers and information.

Better yet, USA Services has proposed rules that would set government-wide standards for responding to citizens’ e-mails. These rules would require that simple questions submitted by e-mail be answered within two business days at least 90 percent of the time. Questions that require research or approval or involve multiple agencies would be answered within five business days. For more complex questions, the sender would receive an e-mail within two business days providing an estimated response time.