Continually improving customer service is a top departmental priority under Secretary Dempsey Benton. The Customer Service Task Force (CSTF) was formed in May 2001 to look at how well we've been doing and to recommend strategies on how to make customer service even better at every level and in every part of DHHS.

The task force has been asked to look at ways of measuring our customer perceptions of service delivery; review the processes, structures or systems that support the delivery of those services; and implement a DHHS Customer Service Plan.

Customer Service Task Force History and Work to Date

•  In 2001, Secretary Carmen Hooker Odom identified customer service as one of the top two initiatives for DHHS.

•  The customer service task force (CSTF) was established in May, 2001.

• A Vision statement was created:

The community of DHHS employees take pride in improving the lives of North Carolina citizens by providing effective, resourceful and caring services while inspiring the highest level of customer trust.

•  Internal policies were established to address customer service:

Customer Service Policy
From the top down, employees make it a priority to anticipate customer needs and provide effective, resourceful, and caring services while inspiring the highest level of customer trust. Employees will strive to deliver services and products that meet or exceed customer expectations.

Customer Service Communications Guidelines
Establishes protocol for phone, voice mail, written communications, e-mail.

•  A Customer Service website was created. Some features include:

• Mission- The mission of the DHHS Customer Service Website is to inform the general public about our customer service initiatives solicit the public's feedback regarding programs and services offered by DHHS employees. Establishes protocol for phone, voice mail, written communications, e-mail.
• How DHHS Serves Internal and External Customers
• Links to customer service and process improvement articles, facts about DHHS prgrams and services, directions to DHHS agencies, DHHS topic index, and employee resources.

•  A Customer Complaint Resolution Process was implemented and is accessible on the website. In addition to tracking problem resolution, the web interface allows customers to voice their opinions, register complaints, ask questions, and make suggestions. Statistics on all customer input is provided regularly to division and office directors.

•  Customer Service training was enhanced throughout the Department.

•  Extensive research was conducted to determine customer service evaluation tools in place across DHHS. An on-line customer service survey tool is in development.