This is the third year for the GSA Office of Citizen Services Awards Program. However, this is the first year we have had a peer review feature.
Read the applications and score them using the 100 point system below. Or, simply leave comments, tell us your three favorites – it’s up to you! The judges will use your comments to help determine the winners.
In case you missed them, here are the questions:
1. 10 points – Provide a summary of your program/initiative. This description will be used in outreach with the press and should accurately and succinctly convey the program and its accomplishments.
2. 40 points – Government agencies use many methods to engage the citizens they serve: focus groups, satisfaction surveys, or New Media such as online dialogues, Facebook, Blogs, YouTube, and Flickr. Describe your efforts to increase engagement between your agency and the public. Also tell us about service delivery improvements you made based on feedback received through the aforementioned programs.
3. 35 points – Describe improvement in the areas of customer service performance measurement and cost savings. Explain how these improvements enhanced the citizen experience. Provide quantifiable measures used to determine success. Please describe the cost savings. For example:
Please provide a web link if possible, so that we can verify cost savings (Congressional testimony, your agency’s annual report.)
4. 15 points – Describe what you are doing to improve the citizen experience through the quality and accuracy of the information you deliver to citizens. For example, integration of databases supporting channels (phone, email, publications, etc) so that information is consistent; and/or quality monitoring of email responses to citizen inquiries.
