Editor’s Note: The following is an excerpt from GAO-15-84.
From: US GAO
By focusing on developing standards for high impact services, OMB recognizes that government leaders have a responsibility to understand customer expectations and service needs, and continually evaluate and improve their effectiveness in meeting those needs. According to OMB officials, two goal leaders and a goal team are responsible for the CAP goal. … While it is too early to assess the effect of the new CAP goal, this new effort does offer an opportunity for OMB to begin to elevate the importance of customer service government-wide and to engage agencies on how to better meet customer needs.