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Upcoming Event

Federal Organizational Development Community of Practice Meeting

The FCG will be hosting a free event where it is our hope that we can learn from each other, as well as help each other to address organizational development challenges we are facing.

Please monitor the website for future dates.

What services are you
interested in?

Consulting
Our core consultants average more than 25 years of experience.
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Executive Coaching

To get more out of your organization, you have to get the most out of your people.
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Measuring Performance & Satisfaction

The American Customer Satisfaction Index (ACSI) is the world's leading metric for assessing and improving customer satisfaction.
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FCG Helps Agencies and Departments Comply with the President's Executive Order

On April 27, 2011, President Obama issued an executive order tasking federal agencies to streamline service delivery and improve customer service. The Federal Consulting Group (FCG) has been helping federal agencies and departments do this for more than 20 years.

FCG can help you address several specific areas in Sec. 2 of the executive order: Agency Customer Service Plans and Activities.

For example, the EO states:

“Within 180 days of the date of this order, each agency shall develop, in consultation with the Office of Management and Budget (OMB), a Customer Service Plan (plan) to address how the agency will provide services in a manner that seeks to streamline service delivery and improve the experience of its customers.”

Our staff of consultants can help you prepare these plans as well as offer training to create a customer-focused agency or department, working with all levels of the organization to improve the customer-orientation, and developing a customer-focused vision, mission and values.

The EO further states:

“(b) establishing mechanisms to solicit customer feedback on Government services and using such feedback regularly to make service improvements;”
“(c) setting clear customer service standards and expectations, including, where appropriate, performance goals for customer service required by the GPRA (Government Performance and Results) Modernization Act of 2010 (Public Law 111-352);”

FCG has been the executive agent for the American Customer Satisfaction Index (ACSI) measure in the federal government for more than a decade. The ACSI methodology is a scientifically proven process to solicit customer feedback and determine the impact of various areas of customer service delivery on citizen satisfaction . . . providing a road map to allocate resources in a more cost-effective manner.


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Last Reviewed: September 5, 2014

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The Federal Consulting Group
U.S. Department of the Interior

1849 C St, NW
Washington, DC 20240
Phone: (202) 513-7687
Fax: (202) 513-7686