By Pacific Island Times News Staff
Phone rings ignored? Calls not returned? Clients not served? Employees interacting rudely?
Underperforming employees of the Office of the Attorney General will get their walking papers, Douglas Moylan warned.
Guam’s attorney general is seeking a performance evaluation from his office’s clients through a survey that will guide reforms in the agency.
“I intend to identify and ‘gut out’ substandard performance to identify taxpayer-paid employees who fail to serve our taxpayers under this AG’s high standards: ‘Customer is King’ sums it up,” Moylan said.
He particularly acknowledged the frustrations of clients dealing with the OAG’s Child Support Enforcement Division, which enforces court orders and assists parents with collecting and distributing child support payments.
“One of the most aggravating situations for families is when both custodial and non-custodial parents take care of their children and paying for their kids’ child support and government service sucks,” the attorney general said.
Moylan said more than 700 survey forms have been mailed since Friday, and 9,000 more will be sent out this week.
A “select team” will review each survey’s comments and “address individual
problems, improve our overall performance and root out government personnel who are not performing according to this AG’s high standards,” Moylan said in a statement.
He said he previously recognized the lackadaisical environment at the office when he assumed the job during his first term 20 years ago.
“As part of an overall overhaul of child support services, this AG initiated a survey to identify personnel and procedures problems,” Moylan said.
Moylan was the first elected attorney general and served from 2003 to 2007. He returned to office after being elected again in 2022.
“It’s time to do it again," he said, referring to performance review. "Phones not being answered or not answered by the second ring; AG employees being rude; enforcement officers not returning calls or moving cases, discourteous treatment, and all other customer problems are all on the table."
While customers may not always receive the answer they want to hear, Moylan promised that “they will be quickly served, informed of the status of their request and paperwork and timely receive the services this law firm owes to them.”
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