This technical paper provides fundamental practices (criteria) for ensuring high-quality customer service, in two tables. The first table is targeted to agencies, and the second is focused on the executive-level—the county executive or other elected leaders. Together, both tables address the essential components for effective customer service practices across King County’s services. A glossary on page seven provides definitions of key terms. The sources for the criteria are directly linked in each table and are also listed below.

• Download the report

Sources

• Center for Digital Government
• Ensure that your Customer Relationships Outlive Coronavirus" by Ted Waldron and James Wetherbe, Harvard Business Review (April 1, 2020)
• Executive Order 12862: Setting Customer Service Standards (Sept 11, 1993)
• Executive Order 13571: Streamlining Service Delivery and Improving Customer Service (April 7, 2011)
• Green Book: Standards for Internal Control in the Federal Government (Sept 2014)
• GPRA Modernization Act of 2010
• King County Broadband Access Study (Feb 2020)
• King County Equity & Social Justice Strategic Plan 2016-2022
• King County Customer Service Promise
• King County Office of Performance, Strategy, and Budget
• King County Strategic Information Technology Plan 2020-2023
• King County Customer Experience Guide
• OMB Circular: Managing Customer Experience and Improving Service Delivery (2019)
• Usability.gov

Audit team

If you have any questions or would like more information, please call the King County Auditor's Office at 206-477-1033 or contact us by email at KCAO@kingcounty.gov.