Citizen Service Levels Interagency Committee (CSLIC)

CSLIC is an interagency committee, comprised of representatives from over 35 agencies, who manage agency phone and contact centers. The mission of the committee is to develop best practices and guidelines for ensuring citizens receive accurate, timely, and consistent service from federal agencies via phone, e-mail, and other channels.

The group focuses on five “channels” that citizens use to contact the government:

Telephone
E-mail
Traditional channels (mail, fax, walk in)
Future channels (such as instant messaging, webchat)
Issues that cross all these channels (such as customer satisfaction)

In this way, CSLIC compliments the work of the Federal Web Managers Council, which works in similar ways to promote best practices for government websites.

CSLIC was established in 2005 by the USA Services Program. a Presidential E-Government initiative managed by GSA, which offers email, phone and publication distribution services to other federal agencies. The committee is led by co-chairs Daryl Covey (NOAA) and Mary Lamary (OPM).

If you’re a government web manager and you’re involved in managing public e-mail that comes through your agency’s website, you should learn more about CSLIC and find out if your agency is already represented on the committee.

Read more about CSLIC, their recommendations for government-wide customer service, and how you can join the committee.

Page Updated or Reviewed: March 2, 2006