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ARCHIVED - Literature Review on Service Standards


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Annex B - Best Practices - Service Standards

The following section provides examples of three service standards, one from the United States, United Kingdom and Australia. Their respective governments recognized the Australian Health Insurance Commission (HIC) and the United Kingdom Inland Revenue Service (IRS) as exemplary examples of departments that improved customer satisfaction through the creation of service standards. The final example is the United States Environmental Protection Agency (EPA), a major government agency with eight core programs.