Evaluation of EEOC’s Management of Private Sector Customer Service

Date Issued

Tuesday, October 18, 2022

Submitting OIG

Equal Employment Opportunity Commission OIG

Agencies Reviewed/Investigated

Equal Employment Opportunity Commission

Report Number

2021-001-EOIG

Report Type

Audit

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Hide this report from display

Yes

Open Recommendations

This report has 6 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
EEOC should develop a customer service plan to include establishing goals and objectives, developing performance metrics that target the goals, and measuring performance against the goals. This plan must include goals and metrics for the IIG.
2	No	$0	$0
EEOC must manage customer expectations by making customer service standards available to the public.
4	No	$0	$0
The IIG should explore and implement ways to reduce the call hold time and email response time for customers.
5	No	$0	$0
The IIG should design and implement a quality assurance program for customer emails.
6	No	$0	$0
OFP should assess the usefulness of generating 846 inquiries (i.e.; return on investment) and assess whether automatic close out in the system is more practical,
7	No	$0	$0
OFP should establish guidelines for generating 846 inquiries and other information sharing between the IIG and district offices.