FLRA ANNOUNCES THE RESULTS OF CUSTOMER SURVEY

 

FLRA NEWS


FEDERAL LABOR RELATIONS AUTHORITY · WASHINGTON, DC · 20424
December 30, 1998 · PR 117-98
Contact: Patty Reilly
202-482-6500

FLRA ANNOUNCES THE RESULTS OF CUSTOMER SURVEY

The Federal Labor Relations Authority (FLRA) today announced the results of its 1998 Customer Survey. The Survey was sent to representatives of unions, agencies, and individuals who were parties before the FLRA in 1996 and 1997. The Survey sought information from participants before two of the three primary components of the FLRA -- the Authority and the Office of the General Counsel. The third component -- the Federal Service Impasses Panel -- recently conducted its own customer survey.

The Survey was designed to measure the effectiveness of each of the programs administered by the FLRA, the impact of FLRA's decisions and the General Counsel's policies and guidance, and customer satisfaction with the FLRA's processes. As such, the Survey establishes a baseline for the Authority, and serves to measure the effectiveness of programs initiated by the Office of the General Counsel to improve services to its customers since its earlier 1993 survey.

In general, customers were positive about the quality of case processing and with the quality of decisions. Customers also indicated a need for more timely decisions. The survey also revealed customer support for continued outreach, including enhanced web site capabilities, Town Hall meetings, and trainings and symposia. The FLRA has outlined a series of future act