GSA Teams Up with State and SSA to Boost Customer Service

To further the Obama administration’s 2014 priority goal of improving customer service, the General Services Administration on Tuesday launched a cross-agency program called “Feedback USA.”

Citing the State Department and the Social Security Administration as agencies “where citizens use government services most,” GSA said, “Citizens applying at Department of State passport agencies and centers and SSA card centers will now have their opinions heard as they provide quick feedback through a single tap of a kiosk button, along with being able to provide additional feedback through the agency’s website. Agency partners will see this anonymous feedback in real time, so they can act quickly to resolve any issues and improve their service.”

The one-year pilot will be evaluated quarterly.

 “GSA is proactively partnering in this cross-agency effort to improve the information available to make data-driven, strategic decisions around customer experience through Feedback USA,” said Denise Turner Roth, acting GSA administrator. “Through GSA’s Office of Citizen Services and Innovative Technology, an office focused on enhancing data, information and services to the American people, we will be supporting project management, data analytic support, procuring kiosks and software to analyze and transmit the anonymous feedback around Feedback USA.”

Brenda S. Sprague, the State Department’s deputy assistant secretary for passport services, said in a release, “Customers who come to one of our 27 public passport agencies and centers often have urgent international travel and rely on us for quick, reliable, and convenient service. Our first goal is to enhance national security by issuing secure travel documents to eligible U.S. citizens and nationals. We’re also actively listening to feedback from our customers about improving the application process.”

Carolyn W. Colvin, acting Social Security Administration commissioner, added, “Social Security will celebrate its 80th Anniversary in August, and providing outstanding customer service to the public has been a cornerstone of our agency’s mission since the beginning. We also focus on improving government customer service, so our participation in the Feedback USA partnership pilot is something we’re very excited about, as we’ll have much to contribute.”

(Image via Ekaterina_Minaeva / Shutterstock.com)