Chapter Fifteen - Building and Maintaining Customer Trust in Government Services

Chapter Fifteen Building and Maintaining Customer Trust in Government Services By Michael windle and heath Mitchell, fEMa 194 Chapter Fifteen INTrOduCTION In the Gettysburg address, President abraham Lincoln made famous the reference to “government of the people, by the people, for the people.” He did so at the height of the Civil War, a time when belief in the United States was fractured almost t. [...] In America, the federal government’s answer has been a sustained and deliberate recommitment to work “for the people.” Across administrations, parties, and generations, government lead- ers have been working to improve the delivery of government services for the benefit of everyday Americans, with specific attention being paid to the metric of trust in the federal government. [...] 1976 small Business administration23 Congress codifies the Office of the Taxpayer Ombudsman 1988 within the IRS24 Congress replaces the IRS’s Office of the Taxpayer Ombudsman 1996 with the Office of the Taxpayer Advocate25 Congress creates the Medicare Beneficiary ombudsman 2003 within CMS26 Congress creates the Office of the Ombudsman within the 2008 federal housing finance agency27 2010 Congress. [...] For example, in the case of student loans and crop insurance, the Department of Education45,46 and Department of Agriculture47 (respectively) underwrite and finance 198 Chapter Fifteen a product that students and farmers see as being provided by the bank or insurance company of their choice. [...] 14 Office of Management and Budget, M-16-08 Memorandum for the Heads of Executive Departments and Agencies: Establishment of the Core Federal Services Council, by Shaun Donovan, (Washington, D.