OFP should establish guidelines for generating 846 inquiries and other information sharing between the IIG and district offices.

OFP should assess the usefulness of generating 846 inquiries (i.e.; return on investment) and assess whether automatic close out in the system is more practical,

The IIG should design and implement a quality assurance program for customer emails.

The IIG should explore and implement ways to reduce the call hold time and email response time for customers.

The IIG must collect customer feedback and use the data to improve customer service efforts.

EEOC must manage customer expectations by making customer service standards available to the public.

. EEOC should develop a customer service plan to include establishing goals and objectives, developing performance metrics that target the goals, and measuring performance against the goals. This plan must include goals and metrics for the IIG.

Inventory and plan the decommissioning of outdated technologies and online content.

Develop a Target-State Architecture Plan.