Jump on customer complaints, OMB tells agencies

Agencies must develop a new system to improve the processing of customer complaints about federal programs, Jory Heckman writes for Federal News Radio.

The new system ordered by the Office of Management and Budget requires agencies to get timely feedback on service delivery without making people wade through a lot of paperwork, Heckman writes.

OMB officials recently sent a memo to agencies telling them what steps to take and said data collection must be voluntary and noncontroversial for the public.