Office of Workers' Compensation Programs: Goals and Monitoring Are Needed to Further Improve Customer Communications

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Testimony issued by the General Accounting Office with an abstract that begins "This testimony discusses the Department of Labor's Office of Workers' Compensation Programs (OWCP). GAO reviewed how OWCP communicates with injured federal workers, agencies who employ these persons, and medical and other service providers who treat them. To evaluate OWCP's system, GAO used criteria suggested by the National Partnership for Reinventing Government (NPR). This report summarizes GAO's findings on NPR's study of private sector practices for providing telephone customer service, which included: (1) setting challenging goals for meeting callers' needs for timely and accurate information; (2) collecting credible performance ... continued below

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United States. General Accounting Office. October 3, 2000.

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Testimony issued by the General Accounting Office with an abstract that begins "This testimony discusses the Department of Labor's Office of Workers' Compensation Programs (OWCP). GAO reviewed how OWCP communicates with injured federal workers, agencies who employ these persons, and medical and other service providers who treat them. To evaluate OWCP's system, GAO used criteria suggested by the National Partnership for Reinventing Government (NPR). This report summarizes GAO's findings on NPR's study of private sector practices for providing telephone customer service, which included: (1) setting challenging goals for meeting callers' needs for timely and accurate information; (2) collecting credible performance data to measure progress in attaining those goals; and (3) improving telephone service by using the performance data and results to periodic surveys of customers and stakeholders to determine levels of satisfaction. GAO found that OWCP provided consistent customer service regardless of where injured workers live. GAO made 2,400 telephone calls to OWCP's 12 district offices. To compare OWCP's goals and practices for telephone communication with those of model organizations, GAO surveyed three agencies that have won awards for their telephone communication practices: the Social Security Administration, the Department of Veterans Affairs' Benefits Administration, and Ohio's Bureau of Workers' Compensation."

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Government Accountability Office Reports

The U.S. Government Accountability Office (GAO) is an independent, nonpartisan agency that works for the U.S. Congress investigating how the federal government spends taxpayers' money. Its goal is to increase accountability and improve the performance of the federal government. The Government Accountability Office Reports Collection consists of over 13,000 documents on a variety of topics ranging from fiscal issues to international affairs.

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  • October 3, 2000

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  • June 10, 2014, 6:42 a.m.

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United States. General Accounting Office. Office of Workers' Compensation Programs: Goals and Monitoring Are Needed to Further Improve Customer Communications, text, October 3, 2000; Washington D.C.. (digital.library.unt.edu/ark:/67531/metadc289813/: accessed August 17, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; crediting UNT Libraries Government Documents Department.