Toward Client-Centered Service: Asking Clients for Their Views of TANF, Food Stamps, Child Care, and Medicaid Services

摘要

This article presents the results of a randomized study that asked Division of Family and Children Services' (DFCS) clients throughout the state of Georgia to rate their satisfaction with Temporary Assistance to Needy Families (TANF), food stamps, child care services, and Medicaid services, as well as their perspectives of the customer service they received through their county DFCS offices. Telephone interviews were conducted with 2,408 clients. Overall client satisfaction percentages are: TANF, 80%; food stamps, 88%; child care, 92%; and Medicaid, 94%. Satisfaction indices were also created from the data collected. Client suggestions for improvement are presented as well as practice and educational implications.