Chapter 1 General Government - The California Performance Review

GG 08The California Performance ReviewPutting Californians First—Creatinga Customer Service FrameworkSummaryCalifornia state government lacks a statewide system to improve customer service. Statedepartments do not consistently assess customer satisfaction, benchmark best practices incustomer service or develop and implement customer service standards. As a result, thestate is unable to effectively improve its business processes to ensure that it is meetingcustomer needs.BackgroundCalifornia Governor Arnold Schwarzenegger’s Executive Order S-5-04, which created theCalifornia Performance Review, states “. . . the people of California have. . . made clear theirdesire for a government that is a better provider of services, more responsive and moreaccountable. . .” 1 Various efforts have been launched, at both the federal and state levels, tomake government less costly and more responsive. 2 Many of these public sector initiativeshave focused on improving customer service.Federal customer service modelsIn September 1993, President Bill Clinton issued Executive Order 12682 that required federalagencies to establish and implement customer service standards, customer surveys andcustomer service plans. All executive departments and agencies that provide significantservice directly to the public were required to take the following actions:• Identify the customers who are, or should be, served by the agency.• Survey customers to determine the kind and quality of services they want and theirlevel of satisfaction with existing services.• Post service standards and measure results against them.• Benchmark customer service performance against the best in business.• Survey front-line employees on barriers to and ideas for, matching the best in business.• Provide customers with choices in both the sources of service and the means of delivery.• Make information, services and complaint systems easily accessible.• Provide means to address customer complaints.The order encouraged federal agencies to provide customer service training to employees whodirectly serve customers. The order also directed agencies with high levels of public contact topublish a customer service plan within one year. 3The federal government also created the National Partnership for Reinventing Government(NPR). During its eight years of operation (1993–2001), the NPR’s purpose was to create aA Government for the People for a Change 43