Coordinate, recommend, and implement information technology initiatives to improve customer service. The Government Information Technology Services (GITS) Working Group should charter an interagency team by May 1994 to coordinate, recommend, and implement information technology initiatives to improve customer service. The progress of this team should periodically be reported to the Vice President. OMB should work with this Customer Service Improvement Team (CSIT) to develop funding strategies. An existing interagency team, the Service to the Citizen Intergovernmental Task Force, may be appropriate for this role. CSIT should work closely with GITS to ensure complementary strategies exist toward common goals. Membership of this team, as a minimum, should include representation from the following: the GITS Working Group, the Service to the Citizen Intergovernmental Task Force, the FIC, the SSA-USPS-VA kiosk implementation organization, FedWorld, and the National Academy of Public Administration. As one of its first tasks, this team should develop and test an integrated governmentwide "one-stop service shop." This would consist of simple "Yellow Pages"-style databases of federal programs and automated links to the information and service providers. This one-stop shop should include access not only to information (e.g., how to apply for a program) but also the capability to process information (e.g., ability to accept an application electronically from the user). Customer access to this one-stop shop should be available through a variety of means. Access methods should include the telephone, information kiosk, and personal computer. Building blocks for the one-stop shop include the Federal Information Center, government services kiosks, and FedWorld (see actions 2, 3, and 4). Links between these services should be established where feasible, so that these efforts complement one another and are not duplicative, e.g., government services kiosks should be able to link to FedWorld's locator service. A draft strategic plan for development and implementation of the one-stop service shop should be completed by November 1994. Significant customer service-related applications developed by individual agencies or organizations should be directed to this team. The team will then determine whether those initiatives may be appropriate for governmentwide application. Recommendations from private and public sector organizations should also be considered by this team.
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