There is some interesting reading at the Office of Inspector General
Please note that customer complaints can be addressed to the OIG
Hotline. Complaints can be made by phone at 800-347-3756 or by
email at hotline@...
Customer service is being monitored by the OIG, as evidenced by the
May 13, 2004 testimony of Elliot Lewis, Assistant Inspector General
for Audit, to a House subcommittee. Part of his testimony follows:
"Our 1999 evaluation of OWCP's FECA customer service surveys
revealed the existence of methodological flaws in several areas,
including survey design, measurement of customer service, sampling,
response rate, and survey operations. As a result, we made a number
of recommendations to enhance the accuracy of the data by improving
the survey methodology and thus helping OWCP judge and improve the
quality of customer service provided. The agency agreed with most of
our recommendations and incorporated them in its subsequent survey.
However, OWCP has conducted no written survey since 2000, focusing
instead on telephone surveys.
"A 2002 OIG report on FECA performance measures recommended, and the
Department agreed, to establish a performance goal for customer
satisfaction. We are looking at the Department's implementation of
our recommendation as part of our current evaluation of FECA
customer service, which I will address in a moment...
"[Because of] hotline complaints received and as a follow-up to our
past work, we have several current work projects underway in the
"Customer Service Evaluation In this on-going review we are
evaluating OWCP's handling of claimant complaints of poor customer
service. Our objectives are to determine:
"The extent to which one OWCP district office responded to and
resolved complaints; If employing agencies are satisfied with OWCP
customer service; and If OWCP telephone surveys provide an adequate
indication of customer satisfaction..."