Federal Enterprise Architecture - Program Management Office (FEAPMO)

FEA - PRM: Customer Results

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.


	Processes and Activities
	Technology
	Mission and Business Results
	Customer Results

Customer Results

	Service Coverage The extent to which the desired customer population is being served and customers are using products and services
	Timeliness & Responsiveness Time to respond to customer inquiries and requests and time to deliver products or services

	Service Quality Quality from the customer’s perspective and accuracy of responses to customer inquiries.
	Service Accessibility Availability of products and services to customers and the extent of self-service options and automation
	Customer Benefit Customer satisfaction levels and tangible impacts to customers as a result of the products or services provided