Documents
U.S. Government Agencies Turn to a Customer Satisfaction Index (CSI) to Measure and Benchmark Performance in Meeting Citizen Needs and Expectations
By Bernie Lubran, Federal Consulting Group, US Department of the Treasury
Background
Since the early 1990s, the
United States
federal government has increasingly focused on how well its programs and services meet or exceed the needs and expectations of its citizens. Through a combination of legislation, policy directives from the Executive Branch, and agency initiatives, federal agencies have made tremendous strides in identifying their customers, establishing standards of performance, measuring satisfaction with their services, programs, and websites, and reporting the results to the American people
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