Photo Caption: The Capitol Visitor Center provides support for special events hosted within congressional meeting and event spaces. Here, a November 2013 Congressional Gold Medal Ceremony for the Native American Code Talkers takes place.

Strategic Goal 4: Extraordinary Services

Going the Extra Mile

AOC will provide proactive, professional, and integrated services that exceed clients’ and visitors’ expectations by understanding and anticipating their needs.

This goal serves to generate an organizational culture where AOC employees take ownership of client needs and proactively coordinate with the service providers to resolve issues. Under this goal, the term “client” includes Members of Congress, their staffs and constituents, visitors to Capitol Hill, employees of other Federal agencies and AOC’s internal customers. This goal largely encompasses AOC’s visitor service mission as well.

Extraordinary Services includes two strategic objectives:

• Provide extraordinary client services.

• Educate, inform and inspire the Capitol Hill visitor experience.

The performance results achieved in FY 2014 for this goal are depicted in Figure 57.

Extraordinary Services

Activities focus on:

• Customer service

• Taking ownership of delivery

• Projects aimed at broadening the concept of “customer” to include internal and external customers

FIGURE 57: Results Achieved for Extraordinary Services, See Full Report, Page 85