LIHEAP DCL ACSI Survey Result for CSBG and LIHEAP

U.S. Department of Health and Human Services
Administration for Children and Families
Office of Community Services
Division of Energy Assistance
370 L'Enfant Promenade, S.W.
Washington, D.C.  20447
/programs/liheap

LOW-INCOME HOME ENERGY ASSISTANCE PROGRAM

Dear Colleague Letter

                                                                                           Date:  February 11, 2013

TO:            LOW INCOME HOME ENERGY ASSISTANCE PROGRAM (LIHEAP) GRANTEES

SUBJECT:  ACSI Survey Result for CSBG and LIHEAP

Dear Colleagues,

As part of our on-going effort to assess and improve our performance, the Office of Community Services (OCS), in 2012, embarked on a new effort to measure your satisfaction with the services we provide through the Community Services Block Grant (CSBG) and the Low Income Home Energy Assistance Program (LIHEAP).

The CFI Group used a nationally recognized tool - the American Customer Survey Index (ACSI) — to measure how satisfied you are with OCS’ performance.  We wanted to inform you that, this week, ACSI published the aggregated Customer Satisfaction Index score for OCS on their website: ACSI Benchmarks for US Federal Government 2012 .  With an aggregate score of 65 - near the Federal average - OCS has room to improve and is committed to doing so.  Let us assure you that OCS is looking closely at the survey results and will use the information to craft specific activities to improve customer service delivery in 2013.

Thank you again for your participation in this survey and for the helpful feedback you provided.  We know that our success depends on your success, and we look forward to our continued shared work to ensure the success of low-income individuals and families across the country.

Jeannie L. Chaffin