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KPM Coordinator Resources
Customer Service KPM Guidance

Customer Service FAQs 
 Customer Service Guidance
 Customer Service Workgroup Final Report
Frequently Asked Questions (doc) - updated July10, 2006
In July of 2005, the Progress Board submitted the final Customer Service Guidance to DAS.  This guidance is based on the Customer Service Workgroup's final report (see below).
Customer Service Guidance - Final (doc)Reposted on August 16, 2005.
"Fix the Dissatisfiers First" - The Behn Report, December 2005 (pdf) 

Customer Service Toolkit (doc) Reposted on November 9, 2005.
The Department of Administrative Services (DAS) formed the Customer Service Workgroup to research how state agencies can best measure customer service. The final report of this workgroup served as the basis for the final guidance (doc) issued by DAS to state agencies in August of 2005.
Workgroup products:
Overview (ppt)
Reporting Customer Service Results (ppt)
Customer Service Toolkit (ppt)