Customer Service Criteria: Agency and Executive-Level Criteria for Customer Service Practices
May 3, 2021
This technical paper provides fundamental practices (criteria) for ensuring high-quality customer service, in two tables. The first table is targeted to agencies, and the second is focused on the executive-level—the county executive or other elected leaders. Together, both tables address the essential components for effective customer service practices across King County’s services. A glossary on page seven provides definitions of key terms. The sources for the criteria are directly linked in each table and are also listed below.
Sources
- Center for Digital Government
- "Ensure that your Customer Relationships Outlive Coronavirus" by Ted Waldron and James Wetherbe, Harvard Business Review (April 1, 2020)
- Executive Order 12862: Setting Customer Service Standards (Sept 11, 1993)
- Executive Order 13571: Streamlining Service Delivery and Improving Customer Service (April 7, 2011)
- Green Book: Standards for Internal Control in the Federal Government (Sept 2014)
- GPRA Modernization Act of 2010
- King County Broadband Access Study (Feb 2020)
- King County Equity & Social Justice Strategic Plan 2016-2022
- King County Customer Service Promise
- King County Office of Performance, Strategy, and Budget
- King County Strategic Information Technology Plan 2020-2023
- King County Customer Experience Guide
- OMB Circular: Managing Customer Experience and Improving Service Delivery (2019)
- Usability.gov