1246 Words Jan 29th, 2014 5 Pages
[Insert Department Name]

[Insert Department Logo]

Customer Service Plan

[Insert Date]

This template includes directions and examples.
Please remove all text in italics and replace with content for your Department’s customer service plan.
Please note that the total length of your plan should be approximately ten pages.

Executive Summary
The Executive Summary should be 1-1.5 pages. In this section, provide an overview of the purpose of the document, that it was required by Executive Order 13571, and overall goals for the department’s customer service efforts. The table below provides summaries of your department’s signature initiative and the 3-5 key services that will be the focus of the
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Activity 1 [Text in bullets should emphasize the intended benefit of the activity, and should also include an estimated timeframe. For example: Allow customers to submit data or other information online by developing an online application with electronic authentication by FY 2013.]
Activity 2
Activity x

3. Set, Communicate, and Use Customer Service Metrics and Standards
In this section, list at least two bullet points describing the activities that the Department will undertake to set, communicate, and use customer service metrics and target, such as: establishing measurable customer service targets (e.g., wait times for walk-in centers; processing time for a transaction; accuracy rate for call center advice); monitoring and evaluating customer service performance in order to meet the established targets (e.g., quarterly review of key metrics with the Deputy Secretary; posting an internal dashboard in call centers); developing new mechanisms that will allow customers to understand how long a

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