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December 1, 2009

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Editorial: Surveys could bring better government

Thursday, Dec. 12, 2002 | 9:02 a.m.

State and local governments talk a lot about "customer service," rarely missing an opportunity to remind people that it's their No. 1 priority. But it's the rare government agency that puts the avowal to the test. The state Public Works Board is that rare agency, having surveyed more than 100 people who regularly deal with it. The board manages the state's construction projects and so sent forms to contractors, engineers, architects and other people regularly affected by its performance. The respondents took advantage of the opportunity and told all -- the good, the bad, the ugly.

It was a learning experience for the board, which has committed itself to making many improvements based on the responses. The survey should be a learning experience for other state and local government agencies as well. They too should survey their customers. With customer service the No. 1 priority, it sure would be helpful to hear about it from the customers' perspective.

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