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DOT Releases Customer Service and Web Improvement Plans

Plans serve as 'foundation' for innovation

On April 27, 2011, President Obama issued Executive Order 13571, highlighting the need to meet or exceed the public’s expectations of Government, while making it clear that Government needed to improve services to all stakeholders, not just individuals. The President directed agencies, including DOT, to develop a Customer Service Plan as well as a Web Improvement Plan to meet these objectives. Today, DOT is proud to release these plans.

As the Deputy Secretary of Transportation notes in his introduction to our Customer Service Plan, “Since its inception in 1967, DOT has emphasized open communication with States, municipalities, public officials, grantees, businesses, and other members of the public with whom we do business and to whom we provide information. The initiatives outlined in our Customer Service Plan are designed to continue and enhance this tradition by using technology to improve our services and keep pace with customer expectations.”

We view the issuance of these plans as just a beginning. We are committed to ensuring that the DOT Customer Service and Web Improvement Plans serve as a foundation for continued innovation in the way we deliver services to our customers, both now and in the future. We welcome your comments and encourage you to send your feedback on these plans to

Updated: Wednesday, February 11, 2015
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