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We conducted an evaluation of the U.S. Department of Housing and Urban Development’s (HUD) toll free phone lines.  Our objective was to determine whether HUD’s phone lines were functioning at optimal levels with regard to phone line operations and the level of customer service provided to the public.

Our review disclosed that HUD could not determine (1) whether its toll free phone lines were functioning at an optimal level and (2) the level of service provided to its customers.  Although it was not the focus of our review, we also identified numbers that were either disconnected or not HUD numbers that were advertised on HUD’s Web site.  Additionally, we noted inconsistencies with HUD’s toll free inventory maintained by the Office of the Chief Human Capital Officer (OCHCO).

OIG recommended that OCHCO develop departmental policies and procedures for toll free phone line operations, standards, and expectations for customer service and a mechanism for obtaining customer feedback.  We also recommended that OCHCO ensure (1) the accuracy of toll free phone numbers posted on HUD’s Web site and (2) that its internal inventory of phone numbers is complete and accurate.