Building on the President's Management Agenda, including Cross Agency Priority Goal 4, Improving Customer Experience with Federal Services, let us develop and implement a common framework to receive, understand, and respond to feedback from the public on the delivery of government services. This may also build on potential legislation, such as the Federal Customer Experience Act or the Government Customer Service Accountability and Improvement Act. While these policies focus specifically on "customer experience," a common framework for public feedback may also facilitate broader feedback on other operational or governance concepts associated with a government service, but this scope should be further defined and refined.
Such a framework will provide a simpler and more consistent way for the public to know how to provide feedback around a particular government service, whether online, in-person, over the phone, or by other means. This framework will allow for both common quantitative measures and more qualitative descriptions which can feed into long term assessments and ongoing dialogue for iterative improvements.
Currently, there already appears to be some consensus and will power across a wide range of stakeholders to improve mechanisms for public feedback on government service delivery, however there continue to be a number of barriers that hinder wider use. This framework will aim to better identify those issues (seeking additional consultations to do so) and will develop solutions to address each barrier. Potential barriers may include:
Both real and perceived challenges with the Paperwork Reduction Act clearance process
Lack of a highly visible well-branded initiative that both frontline staff and members of the public are aware of
Limited human resources or budget allocation to implement, analyze, and respond to feedback
Lack of readily available, low cost, and pre-approved technical solutions to receive, process, and respond to feedback
Limited senior level awareness or support for such efforts
Limited public trust based on prior government interactions or unresponsive public feedback engagements
Measurable Metrics
This portion still needs some additional thought and development
This idea was developed by table 2 at the co-creation workshop on June 14th
Building on the President's Management Agenda, including Cross Agency Priority Goal 4, Improving Customer Experience with Federal Services, let us develop and implement a common framework to receive, understand, and respond to feedback from the public on the delivery of government services. This may also build on potential legislation, such as the Federal Customer Experience Act or the Government Customer Service Accountability and Improvement Act. While these policies focus specifically on "customer experience," a common framework for public feedback may also facilitate broader feedback on other operational or governance concepts associated with a government service, but this scope should be further defined and refined.
Such a framework will provide a simpler and more consistent way for the public to know how to provide feedback around a particular government service, whether online, in-person, over the phone, or by other means. This framework will allow for both common quantitative measures and more qualitative descriptions which can feed into long term assessments and ongoing dialogue for iterative improvements.
Currently, there already appears to be some consensus and will power across a wide range of stakeholders to improve mechanisms for public feedback on government service delivery, however there continue to be a number of barriers that hinder wider use. This framework will aim to better identify those issues (seeking additional consultations to do so) and will develop solutions to address each barrier. Potential barriers may include:
Measurable Metrics
This portion still needs some additional thought and development
This idea was developed by table 2 at the co-creation workshop on June 14th