AbstractPersistent demands for increased government productivity have prompted the establishment of federal standards for customer service. In theory, these standards can be used to evaluate the quality, reliability, and timeliness of services provided by such federal agencies as the U.S. Postal Service, Social Security Administration, and the Environmental Protection Agency. Without political accountability and independent oversight of individual agency implementation strategies, however, the achievement of these wellintended standards may be limited by bureaucratic resistance, lack of supervision, excessive bureaucratic discretion, and the need for regulatory compliance. This article discusses recent federal government actions aimed at promoting customer service quality and changing internal agency procedures to ensure accountability for results.