The Task Force worked on three goals to improve customer service:

The Task Force recommended five actions to reach new standards of “faster, easier, friendlier” service, including cultural change, piloting process improvement in test agencies, improving call handling services, and creating a one-number toll-free statewide call center.

Georgia became the first state in America to launch a government-wide program in 2005 to institute “faster, friendlier, easier” service in every agency that touches customers. More than 40 agencies are working on rapid process improvement in services and customer satisfaction, and producing positive measurable results.

UPDATE:
Based on Commission recommendations, (see Recommendation 3 below), the Governor's Office of Customer Service has launched a new Information Call Center that connects citizens to the right government service on the first call. Read more...

RECOMMENDATIONS:

Customer Oriented Service
Start creating the culture and setting expectations for how we should serve our customers.

Pilot Programs for Innovation
Imbed process improvement and cultural development methodologies in a few pilot agencies to drive continuous improvements.

Information Call Center
Create a general Information Call Center.

Improve Existing Services
Improve the performance of existing call handling services.

Virtual Call Center
Implement a Virtual Call Center (remote worker) program.