FLRA GENERAL COUNSEL ANNOUNCES CUSTOMER SERVICE INITIATIVES

 

FLRA NEWS


FEDERAL LABOR RELATIONS AUTHORITY · WASHINGTON, DC · 20424
February 18, 1999 · PR 104-99
Contact: Patty Reilly
202-482-6500

FLRA GENERAL COUNSEL ANNOUNCES CUSTOMER SERVICE INITIATIVES

The Federal Labor Relations Authority's (FLRA) General Counsel, Joseph Swerdzewski, announced that he is continuing and expanding customer service initiatives based upon the Office of the General Counsel's (OGC) baseline customer survey conducted in 1993, and a more recent survey conducted in 1998 in conjunction with the Authority component of the FLRA. (A comprehensive discussion of the 1998 survey was contained in a Press Release dated December, 30, 1998, and is available at the FLRA's Web Site at www.flra.gov.)

The 1998 Survey measured the success of initiatives begun following a 1993 Survey. The 1993 Survey revealed a need to improve the effectiveness of the OGC's statutory processes. As a result, an action plan to improve customer service was written and incorporated into a strategic plan, town meetings were held across the country, and the OGC staff was trained in interest-based bargaining, facilitation,