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Measuring Performance & Satisfaction
The American Customer Satisfaction Index (ACSI)
is the world's leading metric for assessing and improving customer satisfaction.
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FCG Helps Agencies and Departments Comply with the President's Executive Order
On April 27, 2011, President Obama issued an executive order tasking federal agencies to streamline service delivery and improve customer service. The Federal Consulting Group (FCG) has been helping federal agencies and departments do this for more than 20 years.
FCG can help you address several specific areas in Sec. 2 of the executive order: Agency Customer Service Plans and Activities.
For example, the EO states:
“Within 180 days of the date of this order, each agency shall develop, in consultation with the Office of Management and Budget (OMB), a Customer Service Plan (plan) to address how the agency will provide services in a manner that seeks to streamline service delivery and improve the experience of its customers.”
Our staff of consultants can help you prepare these plans as well as offer training to create a customer-focused agency or department, working with all levels of the organization to improve the customer-orientation, and developing a customer-focused vision, mission and values.
The EO further states:
“(b) establishing mechanisms to solicit customer feedback
on Government services and using such feedback regularly to make service improvements;”
“(c) setting clear customer service standards and
expectations, including, where appropriate, performance
goals for customer service required by the GPRA (Government
Performance and Results) Modernization Act of 2010 (Public
Law 111-352);”
FCG has been the executive agent for the American Customer Satisfaction Index (ACSI) measure in the federal government for more than a decade. The ACSI methodology is a scientifically proven process to solicit customer feedback and determine the impact of various areas of customer service delivery on citizen satisfaction . . . providing a road map to allocate resources in a more cost-effective manner.
Our Vision
Last Reviewed:
October 20, 2011
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“FCG’s product transcends traditional deliverables. They not only guided us to short-term results, but also taught us skills to build on those successes indefinitely. We are so glad that the FCG consultants came to our site to help us...we wanted to change, but didn't have the know how to do it. They really helped us." - Department of Homeland Security
“Knowledge of the federal government and best practices. I am really glad there’s an outfit like this in government.” - Department of Education