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Citizen Relationship Management
Citizen Relationship Management Overview
USA Services—Helping Agencies Help Citizens One of the Presidential E-Government initiatives, USA Services is an integral part of the President’s Management Agenda. Managed by GSA's Office of Citizen Services and Communications, the mission of USA Services is to present citizens with a single “front door” for government, allowing them to receive accurate, timely and consistent answers and information. With USA Services, citizens can get information from federal agencies in both English and Spanish via Internet, publications, telephone, and e-mail. During the fiscal year 2005 budget planning process, the Office of Management and Budget (OMB) directed agencies to sign a working agreement for misdirected telephone and e-mail inquiries and to determine the feasibility of securing USA Services for first contact inquiries. USA Services works with federal agencies to assist in their responses to public inquiries in two ways: Handling “Tier-One” inquiries is a reimbursable service. Tier-One telephone and e-mail inquiries are answered by trained staff using a database of frequently asked questions. USA Services responds to the inquiries as if they were the agency providing responses based on the agency’s instructions. Federal agencies can partner with USA Services in several ways, depending on the type and level of service they desire. Customized e-mail, telephone, and publication distribution services are some of the options available. These services are provided through GSA’s Federal Citizen Information Center, the long-standing provider of citizen information for the federal government. By using USA Services, federal agencies can: Many agencies are already USA Services Partners! Review the generic working agreement document in the USA Services Library. Agencies that utilize USA Services take advantage of valuable resources such as:
Last Modified 10/12/2004
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(202) 501-9121 stuart.willoughby@gsa.gov View Contact Details |
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