Overview and Scope
The DC government’s face-to-face customer service standards cover all aspects of an employee’s interaction with customers seeking information or services in person, including the environment in which the interaction occurs. Select the following links for information on DC’s face-to-face customer service standards:

• Employee Knowledge
• Servicing Environment
• Service Efficiency
• Access to Services
• Customer Interaction

Employee Knowledge

• All employees are expected to have basic knowledge about the government.
• All employees are expected to have a basic understanding of the primary functions of their agency.
• All employees should be able to adequately and appropriately refer customers to information sources (i.e., the DC.Gov website and the Citywide Call Center: (202) 727-1000).

Servicing Environment

The servicing environment is any place customers can walk in to seek services from the government. These entry points to government services include agency customer intake centers and any area in an agency, department or office that is accessible by the general public and representative of the District of Columbia government.

Display Requirements

• Adequate and appropriate signs must be displayed at agency intake centers.
• Descriptions of services provided by the agency should be posted and/or otherwise readily available to customers.
• Documents and forms necessary to conduct the primary business of the agency should be readily available to customers.
• Hours of operation should be published, posted and apparent to customers.
• Alternate service access options should be published, posted and apparent to customers (e.g. web address for electronic transactions)

Basic Accommodations

• Environment should be clean and free of litter.
• Room temperature should be adequate for reception of customers.
• Adequate seating and restroom facilities are required.

Service Efficiency

• Anticipated wait time should be communicated to customers (i.e., customers should be provided with an illustration of forecasted/projected wait time, allowing for appropriate adjustments for peaks and current conditions).
• Predetermined peak times should be proactively communicated to set customer expectations regarding potential wait times.
• Adequate resources should be available to assist customers within posted/published or otherwise communicated wait time.
• Supervisors or their designees should be available to assist with escalated issues during normal business hours upon customer request or as deemed necessary by employees.

Access to Services

• All agencies, departments, and offices of the District of Columbia government should be able to readily accommodate, assist or facilitate assistance for people who are non-English speakers.
• All agencies, departments, and offices of the District of Columbia government should be able to readily accommodate, assist or facilitate assistance for people who are physically challenged or in any way have difficulty ambulating or navigating the service environment without assistance.
• All agencies, departments, and offices of the District of Columbia government should be able to effectively communicate with people with hearing, speech, and vision disabilities by providing auxiliary aids and services, including sign language interpreters, captioning, and documents in electronic format, Braille, or large print.

For assistance accommodating non-English speakers, agencies should contact the Office of Human Rights at (202) 727-4559 or visit http://ohr.dc.gov. For assistance accommodating people with disabilities, agencies should contact the Office of Disability Rights, (202) 724-5055, http://odr.dc.gov.

Customer Interaction

Customers should be handled with the highest level of customer service by all District employees. Employees are expected to adhere to all aspects the following standards:

Standard Salutation (Greeting)

• State name
• State agency name
• Ask customer how you can be of assistance

Courtesy

• No chewing gum or eating while interacting with customers
• No secondary conversations or interactions contrary to the agency function should be conducted within the servicing environment while customers are present
• Be prepared and available to assist customers, when/if sedentary in the servicing area
• Use a customer-friendly tone
• Do not become confrontational

Etiquette

• Acknowledge all customers by at least making eye contact within the first 3 seconds of actual interaction
• Use customer-friendly gestures and facial expressions to welcome and receive customers
• Maintain eye contact
• Listen carefully to customer and take notes if necessary
• Probe to clarify customer’s request
• Ask appropriate followup questions to verify understanding
• Speak to customers as you would like to be spoken to
• Keep customers informed of the progress on their issue to proactively manage their expectations.
• Assume personal responsibility for each interaction by either servicing the customer or by directing them to where their concerns will be appropriately addressed

Standard Close

• After the initial request has been fulfilled, ask the customer if he/she requires further assistance or has additional questions.
• Thank the customer for visiting your agency/department/office