In an earlier post titled Obama endorses improved Government Customer Service, the expectation was set that each government agency had to produce customer service plans. To quote a US Government website, ” The American people deserve a Government that is responsive to their needs”. Four initiatives from the Department of Treasury are covered. Recently the US IRS (Internal Revenue Service) was highlighted as having poor responsiveness during US tax season. This issue does not seem to be addressed in the Department of Treasury plans.

There have been two bills that were created and going through the approval process in the US congress and senate, called SOPA and PIPA, that, if passed, would affect internet users worldwide. This story is an interesting one about how various groups of businesses competed for government attention, and how the internet based organizations enabled consumers to bring their dissatisfaction to the attention of US law makers and halt the progress of the two bills.

According to an article in National Journal titled Obama Calls for ‘Customer Service’ Improvements in Federal Agencies, each US government agency is now charged with the mission to improve user experiences. Each agency has to develop a plan within 180 days. They also have to initiate at least one project that uses technology to improve customer experiences and they have to solicit feedback for ongoing continuous improvement.

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