Press Release

Congressman Cuellar Introduces Resolution Calling on Government to Improve Customer Service

Resolution further recognizes the dedication of those providing exceptional service every day

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WASHINGTON, August 24, 2016 | Rafael Benavides ((956) 725-0639) | comments
Today Congressman Henry Cuellar (D-TX-28) announced that he introduced a resolution, H.Res.833, calling on the federal government to find innovative ways to instill a culture of customer centered service across government and to recognize those federal employees who are delivering outstanding levels of service to the public.

Congressman Cuellar has been striving to bring better performance and a more customer centered focus to government since he first took office as a Texas State Representative in 1987. A major step in this process was the passage of legislation he authored, the Government Performance and Results Modernization Act (GPRAMA), in 2010. That legislation resulted in the creation of a government goal to deliver world-class customer service, to make it faster and easier for individuals and businesses to complete transactions and have a positive experience with the government. Since GPRAMA’s passage, there has been a healthy focus within government agencies to improve customer service, however polls show that a majority of citizens still have a negative view of government and believe the federal government can improve customer service.

“Because quality service delivery increases citizen trust in Government and ultimately the business of Government is the business of customer service, I introduced this resolution calling on the executive branch to continue to find innovative ways to instill a culture of customer service within its agencies and departments,” said Congressman Cuellar. “The Government is full of hard working and dedicated employees who are delivering exceptional service every day without getting the recognition they deserve and this resolution is intended to, as well, thank them for their service.”

Creating a service culture is one of the greatest and potentially most rewarding challenges facing government today.

“The delivery of government services touches every life in a myriad of ways, sometimes at the most stressful of times,” said Daryl Covey, Founder, Government Customer Service Community of Practice. “We applaud Representative Cuellar for introducing this Resolution recognizing the importance of high quality government customer service and honoring those at the front lines who do it daily."
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