Report on the Design of a Customer Service Model for the Delaware Public Archives
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Institute for Public Administration
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According to a state archives and records management report, “accurate, complete, and
accessible government records are essential tools of democracy” (Council of State Historical
Records Coordinators, p.1). Archival institutions have a key role in the preservation, protection,
management, and procurement of public records. Citizens rely on archive facilities to obtain
access to essential personal, legal, ancestral, and historical documents as well as to ensure
government accountability. Good customer service by archival institutions ensures that delivery
of services meets the needs and expectations of its constituents.
In an effort to become more responsive to the needs of its customers, the Delaware Public
Archives (DPA) contracted with the University of Delaware’s Institute for Public Administration
(IPA) to design a new customer service model.