As used in this subchapter, (1) The term “governmental agency” or “agency” means a governmental entity established under this part of the executive branch. (2) The term “customer” means any individual or any governmental or non governmental entity to which the agency provides services.
(a) The Director of Personnel and the Director of the Office of Management and Budget shall jointly develop— (1) uniform performance measures to determine whether government agencies are providing high quality customer service; and (2) uniform standards to be met by government agencies and for providing high quality customer service. (b) The official identified shall […]
(a) The head of each government agency shall designate an employee to be the customer relations representative of the agency. The representative is responsible for implementing the customer service standards developed under section 76, subsection (a)(2) and the agency requirements under subsection (c). (b) The head of each governmental agency, acting through its customer relations […]
(a) The Director of Personnel shall inspect each government agency each year and evaluate each agency’s customer service performance to determine whether it is meeting the standards for customer service developed under section 76(a)(2). (b) After inspection of a government agency, the Director of Personnel shall annually provide to the agency a report on its […]
The Director of Personnel may give an award to a government agency to recognize the provision of exemplary customer service by the agency based on an inspection under section 78(a) or such other evaluation determined appropriate by the Director of Personnel.
