- MANAGING FOR RESULTS: Selected Agencies Need to Take Additional Efforts to Improve Customer Service, GAO-15-84: Published: Oct 24, 2014. Publicly Released: Oct 24, 2014: “Providing customer service has been a long-standing challenge for federal agencies. GPRAMA requires that agencies establish a balanced set of performance indicators to be used in measuring progress toward performance goals, including customer service. This report is part of GAO’s response to its mandate to evaluate the implementation of GPRAMA. It evaluates (1) the extent to which selected agencies and their services are using customer service standards and measuring performance results against these standards, and how selected agencies are communicating standards and using customer feedback to improve customer service; and (2) the extent to which OMB and the PIC are facilitating federal agencies’ use of tools and practices to improve customer service. GAO selected five agencies and their services based on prior work in which it surveyed 12 federal agencies that are among those with the most widespread contact with the public. GAO reviewed and compared agency customer service documents to federal legislation and guidance, and interviewed agency officials about customer service.”
- SMALL BUSINESS ADMINISTRATION: Additional Steps Needed to Help Ensure More Timely Disaster Assistance, GAO-14-760: Published: Sep 29, 2014. Publicly Released: Oct 23, 2014: “Following Hurricane Sandy, the Small Business Administration (SBA) did not meet its timeliness goal for processing business loan applications. From application receipt to loan decision, SBA took an average of 45 days to process physical business disaster loans and 38 days for economic injury loans, both of which exceed SBA’s 21-day application processing goal. SBA said it was challenged by an unexpectedly high volume of loan applications that it received early in its response to the disaster, in addition to other challenges, such as technological issues. SBA estimated that application submissions would peak about 7 to 9 weeks after Hurricane Sandy, but it received a larger volume of applications than were expected prior to that period. While SBA officials told GAO that the agency has taken steps to respond to some challenges, it has not revised its disaster planning documents—including the Disaster Preparedness and Recovery Plan—to reflect the early volume of application submissions received after Hurricane Sandy and the potential impact a similar experience could have on staffing, resources, and forecasting models for future disasters. Federal internal control standards state that management should identify risks and take action to manage them. Without taking its experience with early application submissions after Hurricane Sandy into account in its disaster planning documents and analyzing the potential risk early submissions may pose for timely disaster response, SBA may be unprepared for a large volume of applications to be submitted quickly following future disasters, which may result in delays in loan funds for disaster victims.”
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