Customer Service Portals Evaluation

Fiscal Year
Executive Summary

In September 2022, the U.S. Equal Employment Opportunity Commission (EEOC) Office of Inspector General (OIG) contracted with KAI Partners, Inc. (KAIP) to perform an evaluation of EEOC’s outward-facing customer portals. OIG instructed KAIP to evaluate how well the portals meet EEOC’s strategic needs, as well as assess key performance aspects of the portals from the perspectives of how well they assist stakeholders and how well they function as web applications.