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Federal Enterprise Architecture - Program Management Office (FEAPMO)
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FEA - PRM: Customer Results
 

FEA Title

PERFORMANCE REFERENCE MODEL (PRM)

Customer Results

The Customer Results Measurement Area of the PRM is intended to capture how well an agency or specific process within an agency is serving its customers. This is a critical aspect of successful E-Government.

 
 
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Customer Results
 
arrowService Coverage
The extent to which the desired customer population is being served and customers are using products and services

arrowTimeliness & Responsiveness
Time to respond to customer inquiries and requests and time to deliver products or services

     
arrowService Quality
Quality from the customerís perspective and accuracy of responses to customer inquiries.

arrowService Accessibility
Availability of products and services to customers and the extent of self-service options and automation

arrowCustomer Benefit
Customer satisfaction levels and tangible impacts to customers as a result of the products or services provided

 
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