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

FEA Title


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.

Related Information
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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