The American people deserve a Government that is responsive to their needs. Whether they call the IRS for an answer to a tax question or visit a Social Security Administration office to adjust their benefits, they should expect high-quality interactions with the Federal Government. Yet despite some important strides to improve customer service during the past fifteen years, customer expectations continue to rise. The Federal Government must keep pace with the public’s expectations and transform its customer services – soliciting regular customer feedback, streamlining processes, and delivering consistent service across customer channels.
To that end, the President issued an Executive Order requiring each agency to develop a customer service plan that identified implementation steps for their customer service activities, including a "signature initiative" that uses technology to improve the customer experience. These plans also prepared agencies to integrate specific customer service goals into annual agency performance plans and reports. Agencies posted the plans on their Open Government websites in October 2011, and they continue to implement enhancements to streamline and improve service delivery.