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Executive Order 12862: Setting Customer Service Stds. 9/11/93

    All executive agencies will:

  • identify the customers who are, or should be, served by the agency;

  • survey customers to determine the kind and quality of services they want and their level of satisfaction with existing services;

  • post service standards and measure results against them;

  • benchmark customer service performance against the best in business;

  • survey front-line employees on barriers to, and ideas for, matching the best in business;

  • provide customers with choices in both the sources of service and the means of delivery;

  • make information, services, and complaint systems easily accessible; and

  • provide means to address customer complaints.

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