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Customer Service Standards for

Business

Advisory Council on Historic Preservation

Reviews federal actions affecting historic properties.

We are committed to providing you with first-class service. When you conduct business with us, we will treat you with courtesy and respect.

STANDARD

RESULT

Section 106 reviews:

Review of Section 106 projects will be completed within the time allotted by regulation or sooner.

A Historic Preservation Technician position was created to handle the majority of routine cases and noncontroversial cases.

Upon inquiry, we will provide information on project status, estimated time needed to complete review, or any associated problems.

This is currently done in all Section 106 cases.

We will clearly explain our project review decisions so you can understand why and how they were made and what to do if you disagree.

This is done if requested by customer.

To facilitate better communication, the name of the employee responsible for your project, along with a telephone number, will be on every letter.

The referenced data are on all correspondence of all offices.

Technical assistance:

We will respond promptly to requests for assistance or advice on federal historic preservation programs and related matters.

Requests are routed to appropriate staff and answered promptly. Subject matters outside the Council’s purview are routed to the appropriate party.

We will provide appropriate referral to other sources of information if the request falls outside the Council’s purview or we are otherwise unable to address it.

Requests are routed to appropriate staff and answered promptly. Subject matters outside the Council’s purview are routed to the appropriate party.

STANDARD

RESULT

Education and publications:

We will continue to produce publications that are written clearly and address the specific informational needs of our customers.

The Council published Federal Historic Preservation Case Law, 1966-1996 in response to customer demand. Also in response to customer demand we are producing a guidance document on making determinations of eligibility.

We will fill requests for individual copies of Council publications or training information within three working days.

Requests for Council publications or training information are filled in three days or less.

Our publications will be regularly updated to reflect changing laws and regulations, and all publications will have a date of publication on them.

All publications are now dated. When data changes, we update publications.

At present we cannot meet all training demands. We will develop a plan that will facilitate the widest possible geographic and special-interest distribution.

The Advisory Council on Historic Preservation (ACHP) has developed partnerships with the National Conference on State Historic Preservation Officers, the University of Nevada-Reno, and others to increase the number of courses taught and tailor the contents to meet specific audience needs.

Telephone standards:

Our telephone system is designed to connect you with the person you called or, if they are unavailable, their voice mail. Telephones will be answered by a person unless all lines are busy. If all lines are busy, you will receive clear instructions for leaving a message. Under unusual circumstances, it may be impossible to answer each incoming call. We are working to improve this system.

ACHP has hired a full-time receptionist to answer calls rather than rely on a backup machine. Major telephone hardware and software deficiencies have been corrected.

Your phone call will be returned within one working day of receipt.

Except in unusual circumstances, someone will return the call within one day. If the person called is on travel, the caller will be referred to someone else who can assist and provide information.

We will respond to your telephone inquires in a pleasant and helpful manner. Immediate, concise information will be provided whenever possible. If such information is not immediately available, you will be informed when you can expect to receive the information.

This is now done. Calls are referred to appropriate staff for response.

Agriculture (Department)

Agricultural Marketing Service

Commodity Purchase Services

Purchases red meats, fish, fruits, vegetables, tree nuts, dry beans, poultry, and egg products for distribution to school lunch and other federal food assistance programs.

STANDARD

RESULT

As a contractor or potential contractor with the Agricultural Marketing Service, you can expect the following:

We will operate a program that is open, fair, and accessible, including: clear, accurate, and complete requirements; explicit identification on applicable documents; confidentiality of bid information prior to award; prompt awards based only on price and other factors described in the announcement or invitation; and public announcements of all award information.

In 1996, 77 percent said the service is open, fair, and accessible; 70 percent said that service is clear, accurate, and complete; 72 percent said applicable documents are identified; 80 percent said bidding information is kept confidential prior to award; 77 percent said contracts are awarded based on price and factors listed in the announcement or invitation; and 82 percent said award information is publicly announced.

We will, upon receipt of a complete and proper invoice, make payment in accordance with the Prompt Payment Act.

In 1996, 68 percent said payments are made in accordance with the Prompt Payment Act.

We will respond to your requests or concerns within a day or provide you with an expected completion date.

In 1996, 71 percent said their requests are responded to within a day or a completion date was provided.

We will continuously improve the program, and will include you in that process by providing opportunities and methods for you to contribute your views on purchase policies and procedures.

In 1996, 48 percent said their views are considered in improving service.

Fair Trade and Orderly Markets

Promotes fair trade and orderly marketing.

Our pledge to you:

We have a well-trained, professional staff committed to being helpful, courteous, and responsive to our customers’ needs.

In 1996, 70 percent of surveyed customers said the standard was met.

We will ensure that our services are performed in an unbiased manner and meet program objectives required by law.

In 1996, 60 percent of surveyed customers said the standard was met.

We will provide high-quality, accurate service in a cost-effective manner within established timeframes.

In 1996, 44 percent of surveyed customers said the standard was met.

We will continually strive to establish effective communications with our customers. We will consider all comments and suggestions, and use them to improve the quality of our services.

In 1996, 50 percent of surveyed customers cited effective communications; 34 percent felt their comments were considered in improving services.

All complaints will be taken seriously, and we will work to resolve them promptly and efficiently.

In 1996, 47 percent of surveyed customers said the standard was met.

Market News Service

Provides accurate and unbiased information on current market conditions for livestock, meat, wool, grain, foodstuffs, fruits and vegetables, poultry and eggs, cotton, tobacco, and dairy products.

STANDARD

RESULT

Agricultural Marketing Service Market News staffs are dedicated to serving American agriculture. Customers can expect us to:

Issue market reports within 10 minutes of scheduled release times.

In 1996, 82 percent of surveyed customers received information in time to use it.

Provide accurate information in an easily read format.

In 1996, 84 percent of surveyed customers said they were provided accurate information; 83 percent found the format easy to read.

Promptly answer your telephone requests for information.

In 1996, 54 percent of surveyed customers said responses to inquiries were provided promptly.

Provide a written response within five working days of receipt of your letter or inquiry.

Specific measurement criteria are being developed.

Ensure that the information we provide is timely, accurate, and complete.

In 1996, 82 percent of surveyed customers received the information in time to use it; 84 percent said they were provided with accurate information; 87 percent said they were provided with complete information.

Respond in a polite, considerate, open, and honest manner.

In 1996, 84 percent of surveyed customers said the standard was met.

Treat our employees with dignity, respect, and equality.

Specific measurement criteria are being developed.

Promotion and Research

Provides administrative oversight of and guidance to established programs, and counsels and educates industry groups considering new programs.

Our pledge to you:

We will be helpful, courteous, and professional.

In 1996, 86 percent of surveyed customers said the standard was met.

We will meet established deadlines or provide you with an explanation and an expected completion date.

In 1996, 66 percent of surveyed customers said deadlines were met.

We will promptly and clearly respond to your questions regarding our implementation and oversight actions.

In 1996, 73 percent of surveyed customers said they received clear, accurate, and valuable responses.

We will maintain an open and constructive working relationship with staff and board members.

In 1996, 84 percent of surveyed customers said the standard was met.

We will provide up-to-date information on our activities that affect your program.

In 1996, 72 percent of surveyed customers said the standard was met.

Standards, Grading and Certification

Facilitates strategic marketing of agricultural products in domestic and international markets by grading, inspecting, and certifying the quality of these products in accordance with official USDA standards or contract specifications.

STANDARD

RESULT

When you use our services:

You will be treated with courtesy and respect by a responsive and knowledgeable staff.

In 1996, 87 percent of customers surveyed said the staff was courteous and respectful; 84 percent considered the staff knowledgeable; 82 percent said they received prompt, courteous service.

You will be provided accurate, unbiased, and reliable services based on established standards, procedures, and/or specifications.

In 1996, 77 percent of customers surveyed said the standard was met.

All services will be provided in a cost-effective manner within established time frames.

In 1996, 62 percent of customers surveyed said they were provided services in a cost-effective manner.

Your suggestions and comments will be considered to continually improve and tailor our services to met your needs.

In 1996, 51 percent of customers surveyed said the standard was met.

We will respond to your inquiries and strive to resolve your complaints quickly and efficiently.

In 1996, 69 percent of customers surveyed said complaints are resolved quickly and efficiently.

Transportation and Marketing Services

Provides scientific, technical, and analytical services to the agricultural community for domestic and international marketing of agricultural products.

You can expect us to:

Ensure the integrity of our services.

Customer focus groups in 1996 provided valuable input on improving the integrity of two major services/products (grain report, livestock directory).

Deliver services within the agreed-upon time to all customers.

In 1996, 95 percent of all assistance handled within 24 hours. The weekly market report was delivered 95 percent on time, and the monthly market report was delivered 100 percent on time.

Provide up-to-date technical assistance and analysis.

Internet use to collect and deliver information in 1996 more than doubled over 1995.

Use the most cost-effective procedures available.

Responses were favorable to placing the monthly container report on the Internet.

Tailor our services to meet the needs of our customers.

In 1996, three exporter surveys conducted to determine needed services/usefulness of products delivered.

Animal and Plant Health Inspection Service

Animal Care

Ensures humane care and treatment of warm-blooded animals that are raised, bought, sold, or transported for research, exhibition, or pet purposes at the wholesale level. Prevents inhumane, pain-producing practices on horses at shows, sales, and exhibitions.

STANDARD

RESULT

Our commitment to service:

Carry out compliance activities in a professional and objective manner.

Survey being conducted.

Conduct animal care inspections in accordance with laws and regulations.

Survey being conducted.

Be respectful of individuals in the performance of our duties and responsibilities.

Survey being conducted.

Respond to information requests accurately and clearly.

Survey being conducted.

Biologics

Protects plant and animal health and the environment.

What you can expect from us:

Fair and impartial treatment: We treat all our customers—public interest organizations, small firms, large firms, and the public—in a fair, impartial manner.

We continue to conduct business in a fair and impartial manner. We strive for open discussion of issues through our public meetings.

Responsiveness: We will answer your correspondence in 30 days or less, with interim responses being provided for complex issues. We will meet or beat prescribed time limits for issuing permits, notifications, and petitions.

Because of limited resources and a heavy workload, only high-priority correspondence is answered in 30 days or less.

A proactive approach: We strive to find solutions to issues before they become problems. We continually review and update our internal procedures and regulations so that we remain regulatory leaders in the programs we administer.

We asked the industry to provide comments and suggestions on changes needed in regulations and will respond to these at our next public meeting in April.

Accessibility and openness: Whenever practical, we use meetings, electronic means, and notice and comment procedures to obtain your views, which we use to make program improvements.

We placed updated information on program policies and procedures on the Internet, and we hold public meetings every 18 months.

An entrepreneurial approach: We strive to be creative and cost efficient. We constantly seek close coordination and cooperation with other domestic and international organizations with whom we share jurisdiction. We try to be the "best in the business" in what we do.

We are negotiating a mutual recognition agreement on inspection procedures with the European Union, and are also developing electronic transmission and filing of test data to improve program efficiency.

Biotechnology

Protects plant and animal health and the environment.

STANDARD

RESULT

What you can expect from us:

Fair and impartial treatment: We treat all our customers—public interest organizations, small firms, large firms, and the public—in a fair, impartial manner.

Survey results show that our customers feel we treat them in a fair and even-handed manner.

Responsiveness: We will answer your correspondence in 30 days or less, with interim responses being provided for complex issues. We will meet or beat prescribed time limits for issuing permits, notifications, and petitions.

An action process speeds our responses to correspondence, and an analysis shows that our issuance times were below mandated limits in every category.

A proactive approach: We strive to find solutions to issues before they become problems. We continually review and update our internal procedures and regulations so that we remain regulatory leaders in the programs we administer.

In response to our stakeholder survey, we proposed rule changes to simplify our internal processes and regulatory procedures.

Accessibility and openness: Whenever practical, we use meetings, electronic means, and notice and comment procedures to obtain your views, which we use to make program improvements.

We maintained contact with our stakeholders through meetings, the Internet, and notice and comment rulemaking.

An entrepreneurial approach: We strive to be creative and cost efficient. We constantly seek close coordination and cooperation with other domestic and international organizations with whom we share jurisdiction. We try to be the "best in the business" in what we do.

We lowered costs by providing Internet access to our data and information, and we maintained close cooperation with a variety of domestic and international organizations.

Environmental Protection

Protects plant and animal health and the environment.

What you can expect from us:

Fair and impartial treatment: We treat all our customers—public interest organizations, small firms, large firms, and the public—in a fair, impartial manner.

Specific measurement criteria are being developed.

Responsiveness: We will answer your correspondence in 30 days or less, with interim responses being provided for complex issues. We will meet or beat prescribed time limits for issuing permits, notifications, and petitions.

Specific measurement criteria are being developed.

A proactive approach: We strive to find solutions to issues before they become problems. We continually review and update our internal procedures and regulations so that we remain regulatory leaders in the programs we administer.

We constantly monitor agency environmental compliance and provide leadership with a quarterly report.

STANDARD

RESULT

Accessibility and openness: Whenever practical, we use meetings, electronic means, and notice and comment procedures to obtain your views, which we use to make program improvements.

Specific measurement criteria are being developed.

An entrepreneurial approach: We strive to be creative and cost efficient. We constantly seek close coordination and cooperation with other domestic and international organizations with whom we share jurisdiction. We try to be the "best in the business" in what we do.

We are working with both the Forest Service and the Drug Enforcement Agency in separate environmental impact assessment initiatives.

International Services

Facilitates international trade in animal and plant products and helps ensure an abundant food supply by helping to prevent agricultural pests and diseases from entering the United States.

Professional and courteous treatment: Our employees are knowledgeable and responsive. Your concerns are important to us, and you will be treated in a professional, courteous, and efficient manner.

Survey being developed.

Clarity in explaining our position: We will answer your questions in a clear and concise manner. We will explain how decisions were made and convey this information in understandable language.

Survey being developed.

Responsiveness to business needs: Our programs use the latest scientific methodologies. We promise to deliver services such as commodity inspection and treatment with minimal disruption to the normal daily operations of our customers.

Survey being developed.

Transparency and consistency in our regulatory processes: We promise to be consistent and transparent in the enforcement of our regulations.

Survey being developed.

National Biological Control Institute

Promotes, facilitates, and provides leadership in the use of live natural enemies to reduce populations of pest species.

When you contact us, we will be:

Courteous and respectful: Your views and needs are important to us, and you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff.

Survey being conducted.

Fair: Our services will be objective, irrespective of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or familial status.

Survey being conducted.

STANDARD

RESULT

Clear: We will explain to you what we do, how our programs work, and how you can get our help. If our information is hard to understand, tell us and we will try to make it easier to understand.

Survey being conducted.

Accessible: We are available to talk to individuals, organizations, and school groups about our services. Contact us by letter, phone, fax, e-mail, or through our World Wide Web home page on the Internet.

Survey being conducted.

Knowledgeable: We understand how easy it can be to get out of touch working in the Washington area, and we will participate in scientific meetings, workshops, training, and other activities to maintain an acceptable standard of knowledge.

Survey being conducted.

Entrepreneurial and responsive: We will customize solutions to your pest problems through building partnerships, leveraging resources, focusing our efforts, and promoting innovation. If we cannot meet your needs, we will try to put you in touch with someone who can.

Survey being conducted.

Efficient and timely: Based on your requests, we have assembled publications, posters, and videos about biological control. We provide these free of charge, usually on the same day as your request if you order from the National Biological Control Institute (NBCI) Store on the Internet. If research is needed to help with your need, we estimate how long it will take. If obstacles are met that delay our response, we will tell you and try to offer alternatives.

Survey being conducted.

Accountable and ethical: We strive to meet the highest scientific and ethical standards to deliver our products and services to you.

Survey being conducted.

Open and flexible: We work for you and continually seek your views, listen to your needs, and take appropriate action based on them. If you are not satisfied with any aspect of our service, tell us so we can correct the problem. If we make a mistake, we will tell you and correct it.

Survey being conducted.

Your one-stop shopping place for biological control: When you contact NBCI, we will make every effort to provide solutions to your needs. Even if your need is outside our area of expertise, we will quickly find out who can help and will put you in touch with that person.

Survey being conducted.

Plant Protection and Quarantine

Protects the health of U.S. plant and animal resources and facilitates their movement in the global marketplace.

STANDARD

RESULT

We will serve international travelers and carriers by:

Providing professional and courteous treatment.

Survey in process.

Providing expeditious inspection to the majority of all international travelers within five minutes of luggage claim.

Survey in process.

Answering travelers’ questions or concerns before they leave the inspection area.

Survey in process.

Working with other federal inspection agencies, the transportation industry, and facility owners to provide the best in customer service.

Survey in process.

We will serve cargo customers and carriers by:

Providing professional and courteous treatment.

Survey in process.

Providing accurate and complete responses to requests for information within three days.

Survey in process.

Scheduling inspections of perishable cargo within three hours of availability and inspections of other regulated cargo within 24 hours of availability.

Survey in process.

Notifying customers of cargo holds and releases within one hour of inspection.

Survey in process.

Identifying intercepted organisms within four hours at ports where an identifier is stationed and 24 hours at all other ports.

Survey in process.

Communicating "no action required" or "action required" with options and/or our decision rendered within one hour of interception or identification of an organism.

Survey in process.

Regulatory Enforcement

Promotes widespread compliance with laws and regulations protecting the health and care of animal and plant resources.

In fulfilling our mission, we pledge to:

Respond in a timely manner to requests for information.

Of customers surveyed, 88 percent were satisfied.

Conduct thorough and complete investigations.

Of customers surveyed, 85 percent were satisfied.

Write high quality and easily understood investigative reports.

Of customers surveyed, 92 percent were satisfied.

Process formal administrative prosecutions in a timely manner.

Of customers surveyed, 64 percent were satisfied.

Economic Agencies

Economic Research Service, World Agricultural Outlook Board and National Agricultural Statistics Service

Provides information and analyses for improving the performance of agriculture and the well-being of rural America.

STANDARD

RESULT

We will:

Respond to each customer in a courteous and helpful manner.

Economic Reserrch Service (ERS): 91 percent of respondents said that staff was polite, and 95 percent said they were knowledgeable. National Agricultural Statistics Service (NASS): 88 percent of hotline customers said we were pleasant and 97 percent of state offices said we were "very good" or "excellent." Survey is planned for summer 1997.

Accurately direct you to the person or agency with the information you need.

77 percent of ERS customers, 100 percent of NASS hotline customers, and 87 percent of NASS state office customers said we accurately directed them to someone with the correct information.

Provide complete, accurate information about our programs, products, and services in plain language.

NASS: 81 percent of hotline customers said yes, 71 percent of state offices rated us "excellent," and 95 percent from farm focus groups said we were "above average" or "excellent."

Make it easy to find and order reports.

NASS: 81 percent of hotline customers said yes; 93 percent of state offices rated us "good" to "excellent."

Deliver promised information promptly.

NASS: 81 percent of hotline customers said yes; 98 percent of state offices rated us "good" to "excellent."

Explain why, when we cannot meet your request.

NASS survey is planned for summer 1997.

Deliver services without discrimination on the basis of race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.

No discrimination complaints were received by ERS or NASS.

Service you can expect from the ERS-NASS sales desk:

Your call will be answered promptly and courteously by a knowledgeable operator. Occasionally, the volume of calls may require that your call be placed on hold for a short time, but we won’t forget you.

Survey planned for spring 1997.

If you are calling for the first time, the operator will ask for your name and address and will give you a customer ID number to expedite your next order.

Survey planned for spring 1997.

Orders for monographs, electronic data products, and single copies of periodicals will be mailed first-class within five working days.

Survey planned for spring 1997.

Payment choices include MasterCard or Visa, or check or money order (U.S. funds only).

Survey planned for spring 1997.

You will receive two renewal notices before subscriptions expire.

Survey planned for spring 1997.

STANDARD

RESULT

ERS-NASS operators can answer your questions regarding the current status of your account, including payment, issues due, billing, and other questions. Errors will be corrected promptly.

Survey planned for spring 1997.

You can request expedited shipment of your order via Federal Express at your expense.

Survey planned for spring 1997.

Farm Service Agency

Provides one-stop service for USDA assistance in delivering farm, rural development, and natural resource services.

You will be treated with courtesy and respect. You will be assisted by a polite, responsive, and knowledgeable staff. If we get things wrong, we will explain what happened and will make them right.

Customer surveys are complete. Data are being analyzed.

You will be given prompt and reliable service. We want to respond quickly and accurately to your requests for information, loans, payments, and technical assistance. We will put you in touch with the person on our staff who can best handle your request.

Customer surveys are complete. Data are being analyzed.

You will be given information that is clear, reliable, and easy to understand. We will explain to you how our programs work, what benefits you can receive, whether you are eligible, and how you can apply. We are committed to making sure the information we give you meets your needs. We want to work with you to continually improve the information we give you and the way you receive it.

Customer surveys are complete. Data are being analyzed.

You will be given forms that are easy to understand and complete. Our forms are an important way of getting information from you. We want to continually improve them so that they are easy for you to fill out and provide us with the information we need to serve you. When we revise our forms or create new ones, we will consider your suggestions.

Customer surveys are complete. Data are being analyzed.

You can expect us to work with related state and local offices. We will work closely with other government agencies such as the Cooperative Extension Service and state and local agencies to ensure that our work is mutually supportive and our policies and regulations are consistent.

Customer surveys are complete. Data are being analyzed.

Food Safety and Inspection Service

Meat and Poultry Inspection

Ensures that meat and poultry products that cross state borders are safe, wholesome, and accurately labeled.

STANDARD

RESULT

You can expect FSIS to:

Be innovative, forward-thinking, and continue to look for ways to improve how we inspect meat and poultry products and protect the public health.

Specific measurement criteria are being developed.

Provide you with up-to-date information on food safety issues through the USDA Meat and Poultry Hotline (1-800-535-4555).

Specific measurement criteria are being developed.

Solicit and consider your ideas to assist us in making policy and program improvements.

Specific measurement criteria are being developed.

Provide uniform inspection in meat and poultry plants across the United States and hold them all to the same high standards.

Specific measurement criteria are being developed.

Ensure that the meat and poultry products you buy have safe-handling instructions on them.

Specific measurement criteria are being developed.

Investigate and prosecute people and businesses that violate meat and poultry laws.

Specific measurement criteria are being developed.

Continue working with industry to improve our current inspection system using new science and technological advances.

Specific measurement criteria are being developed.

Foreign Agricultural Service

Market Development

Helps U.S. exporters develop and maintain markets overseas from U.S. food and agricultural products.

You can expect FAS to:

Provide professional, friendly, patient, and polite customer service at all times.

Of survey respondents, 77 percent describe FAS services as good.

Endeavor to understand customer information needs and suggest appropriate materials and sources.

Of survey respondents, 77 percent describe FAS services as good.

Make a reasonable and specific promise to customers as to when their questions will be answered or when material will be provided.

Of survey respondents, 77 percent describe FAS services as good.

Solicit suggestions, comments, and feedback on our services.

Of survey respondents, 77 percent describe FAS services as good.

Natural Resources and Conservation Service

Provides one-stop service for USDA assistance. This is a team approach to delivering farm, rural development, and natural resource services.

STANDARD

RESULT

You will be treated with courtesy and respect. You will be assisted by a polite, responsive, and knowledgeable staff. If we get things wrong, we will explain what happened and will make them right.

Of our customers, 78 percent are highly satisfied with our staff’s helpfulness.

You will be given prompt and reliable service. We want to respond quickly and accurately to your requests for information, loans, payments, and technical assistance. We will put you in touch with the person on our staff who can best handle your request.

Of our customers, 69 percent are highly satisfied with our staff’s responsiveness.

You will be given information that is clear, reliable, and easy to understand. We will explain to you how our programs work, what benefits you can receive, whether you are eligible, and how you can apply. We are committed to making sure the information we give you meets your needs. We want to work with you to continually improve the information we give you and the way you receive it.

Of our customers, 71 percent are highly satisfied with our staff’s accuracy.

You will be given forms that are easy to understand and complete. Our forms are an important way of getting information from you. We want to continually improve them so that they are easy for you to fill out and provide us with the information we need to serve you. When we revise our forms or create new ones, we will consider your suggestions.

Of our customers, 69 percent are highly satisfied with the clarity of written and verbal communication.

You can expect us to work with related state and local offices. We will work closely with other government agencies such as the Cooperative Extension Service and state and local agencies to ensure that our work is mutually supportive and our policies and regulations are consistent.

This standard will be covered in a 1997 multi-agency survey.

Packers and Stockyards Administration

Grain Inspection and Market Regulation

Facilitates the marketing of livestock, poultry, meat, cereals, oilseeds, and related agricultural products and promotes fair and competitive trading practices for the overall benefit of consumers and American agriculture.

Each and every customer can expect:

Courtesy and respect: Your views and needs are important to us, and, in return, you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff person.

Customers rated performance on this standard 4.6 on a 5-point scale.

STANDARD

RESULT

Fairness: Our services will be objective, whatever role you play in American agriculture from producer to handler to end user and regardless of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.

Customers rated performance on this standard 4.4 on a 5-point scale.

Clarity: We will clearly explain to you what we do, how our programs work, and whom to contact for further assistance. If our information is unclear, tell us and we will try to make it clearer.

Customers rated performance on this standard 4.3 on a 5-point scale.

Accessibility: We are available to serve you and to talk to individuals and organizations about our programs. Just drop by your nearest GIPSA office or contact us by letter, phone, or fax.

Customers rated performance on this standard 4.4 on a 5-point scale.

Timeliness: We will provide an official grain inspection and weighing certificate within one full business day after completing your inspection. In our regulatory role, we will respond to your concerns and work to ensure fairness and equity in the marketplace.

Customers rated performance on this standard 4.4 on a 5-point scale.

Responsiveness: We will continue to seek your views, listen to your needs, and take action based on them. If you are not satisfied with any aspect of our programs, tell us so we can continue to improve.

Customers rated performance on this standard 4.4 on a 5-point scale.

Rural Business and Cooperative Development Service

Business and Industrial Loan Guarantees

Guarantees quality loans to help improve, develop, or finance business, industry, and employment and improve the economic and environmental conditions in rural communities.

Our standards for service:

Provide you with all the necessary advice, guidance, and referral to other credit when appropriate in the preparation of your loan application.

We provided new streamlined regulations nationwide (December 1996) and new program brochures (August 1996). Program regulations were placed on Internet (December 1996), and automated forms were made available nationwide (February 1997).

Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you are considering an application.

Relevant regulations are available on the Internet and at lending institutions making loans. Information may be requested from the state or national office.

Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.

We implemented the certified lender program under new regulations which allow loan making to be done between a lender and recipient, except for environmental requirements.

Discuss all issues concerning your application with you and the lender within five working days after completion of our review.

State offices contact applicants and/or lenders for additional information, if necessary, and to ensure that applicant understands the program.

Forward all appropriate documents to the national office within seven working days upon completion of the review.

State offices submit documents to the national office as soon as they have been reviewed.

Issue the loan guarantee for your loan within two working days from the time the lending institution holds the final loan closing.

The majority of guarantees are issued on the same day as loan closing.

STANDARD

RESULT

Ensure that phone calls are answered promptly.

Specific measurement criteria are being developed.

Give our name when we answer the phone or write to you.

All staff members have received customer service training.

Be polite, considerate, open, and honest.

No adverse feedback.

Respect your privacy.

Staff is encouraged to respect privacy in customer service training.

Give you the information you need about our services and getting a loan.

Staff encouraged in customer service training. Information has been placed on the Internet, and fact sheets have been updated.

Use the information you give us to help you complete an application package and work with your lending institution.

State offices provide information and assistance as requested.

Deliver our services fairly and to the same high standards to all our clients regardless of sex, race, disability, religion, and age.

Training has been provided in civil rights, diversity, sexual harassment, and customer service.

Apologize if we get things wrong, explain what happened, and make them right.

Staff encouraged in customer service training.

If you are a person who is physically or mentally challenged, we can give you extra help within our capabilities.

Staff encouraged in customer service training.

Cooperative Services Technical Assistance

Provides rural residents technical assistance to form new cooperative businesses and to improve operations of existing cooperatives.

We will:

Respond to written requests for technical assistance within 30 days of receipt.

We responded within 30 days on 100 percent of written requests for technical assistance.

Work confidentially with clients to establish a work- plan to best meet the needs and time demands of the client.

For those technical assistance projects requiring a workplan, we worked confidentially with all clients to establish a plan to meet the needs and time demands of the request.

Ensure that at the conclusion of a technical assistance project, all recipients will receive an evaluation survey form to rate Cooperative Services’ performance and make recommendations for improvement of Cooperative Services.

All cooperatives/producer groups receiving assistance from Cooperative Services received at least one evaluation survey designed to rate the performance of such assistance and to make recommendations for improvement of Cooperative Services.

Intermediary Relending Program

Provides funding to intermediaries to relend to finance business facilities and community development projects in rural areas.

STANDARD

RESULT

Our standards for service:

Provide you with all the necessary advice, guidance, and referral to other credit when appropriate, along with our values and beliefs, in the preparation of your loan application.

Survey planned.

Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you notify our State Director that you are considering an application.

Survey planned.

Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.

Survey planned.

Discuss all issues concerning your application with you and the lender within five working days after completion of our review.

Survey planned.

Forward all appropriate documents to the national office when required within seven working days upon completion of the review.

Survey planned.

Give our name when we answer the phone or write to you.

Survey planned.

Be polite, considerate, open, and honest.

Survey planned.

Use the information you give us to help you complete an application package and work with your lending institution.

Survey planned.

Deliver our services fairly and at the same high standards to all our clients regardless of sex, race, disability, religion, and age.

Survey planned.

Within our capabilities, provide extra assistance you request to address special physical or other needs.

Survey planned.

Apologize if we get things wrong, explain what happened, and make them right.

Survey planned.

Rural Development

Provides one-stop service for USDA assistance. This is a team approach to delivering farm , rural development, and natural resource services.

STANDARD

RESULT

You will be treated with courtesy and respect. You will be assisted by a polite, responsive, and knowledgeable staff. If we get things wrong, we will explain what happened and will make them right.

Customers rated staff 4.11 on courtesy/respect and 4.07 on polite, responsive, and knowledgeable on a 5-point scale (1994). Survey planned for March 1997.

You will be given prompt and reliable service. We want to respond quickly and accurately to your requests for information, loans, payments, and technical assistance. We will put you in touch with the person on our staff who can best handle your request.

Customers rated staff 4.04 on a 5-point scale (1994). Survey is planned for March 1997.

You will be given information that is clear, reliable, and easy to understand. We will explain to you how our programs work, what benefits you can receive, whether you are eligible, and how you can apply. We are committed to making sure the information we give you meets your needs. We want to work with you to continually improve the information we give you and the way you receive it.

Customers rated staff 4.03 on a 5-point scale (1994). Survey is planned for March 1997.

You will be given forms that are easy to understand and complete. Our forms are an important way of getting information from you. We want to continually improve them so that they are easy for you to fill out and provide us with the information we need to serve you. When we revise our forms or create new ones, we will consider your suggestions.

Customers rated staff 3.73 on a 5-point scale (1994). Survey is planned for March 1997.

You can expect us to work with related state and local offices. We will work closely with other government agencies such as the Cooperative Extension Service and state and local agencies to ensure that our work is mutually supportive and our policies and regulations are consistent.

Our state offices are working with other state and local offices to prepare five-year strategic plans that are mutually supportive and include customer service goals (March 1997).

Rural Housing and Community Development Service

Rural Rental Housing Program

Provides affordable rental housing that is safe, decent, and sanitary to very low-income and low-income families in rural communities with significant housing needs.

We will:

Keep our promises and be ethical in our service to you.

Specific measurement criteria are being developed.

Be polite and responsive, and assist you with a staff knowledgeable of our programs.

Specific measurement criteria are being developed.

Return your calls in an expedient manner.

Specific measurement criteria are being developed.

STANDARD

RESULT

Be accessible and available to talk to individuals, organizations, and groups about our program.

Specific measurement criteria are being developed.

Give you assistance with your concerns, referring an appropriate source for problem-solving action when necessary. Our customers will not receive the run-around.

Specific measurement criteria are being developed.

Respect your right to quality and professional service.

Specific measurement criteria are being developed.

Treat you just as we would want to be treated ourselves and be fair to all people regardless of race, sex, disability, religion, age, or national origin.

Specific measurement criteria are being developed.

Be willing to work with you and any persons working on your behalf, and, if appropriate, to cooperate with other lenders or with other federal, state, and local agencies to meet your needs.

Specific measurement criteria are being developed.

Continually search for customer-related improvements.

Specific measurement criteria are being developed.

Listen to our customers to ensure Rural Housing and Community Development Service (RHCDS) regulations and forms are customer friendly and ensure success of the program.

Specific measurement criteria are being developed.

Provide technical and professional assistance to our customers.

Survey planned.

Explain our programs and how you can apply for assistance.

Survey planned.

Determine the eligibility and feasibility of your complete pre-application within 60 days of receipt.

Survey planned.

Keep you informed of the status of your loan request and potential funding.

Survey planned.

Make sure that your proposed apartments do not adversely affect existing RHCDS, HUD, or other subsidized housing in the market area and are an asset to the community.

Survey planned.

Work with you to ensure that units are developed at the most reasonable price, thereby reducing federal costs and ensuring that the proposed apartments are affordable.

Survey planned.

Upon construction, make regular inspections with you to ensure that units are well-maintained and housing opportunities are available to all eligible tenants in a nondiscriminatory manner.

Survey planned.

Work in partnership with borrowers, management agents, tenants, and the local community to make the housing successful.

Survey planned.

Survey our tenants to determine the level of tenant satisfaction and ways we can improve our assistance.

Survey planned.

Provide technical and professional assistance to our customers.

Survey planned.

Electric Distribution Loans

Provides financing through insured loans to expand and modernize rural America’s electric power infrastructure.

STANDARD

RESULT

The RUS field representative will:

Provide advice and guidance to distribution borrowers to help them prepare their loan applications.

We provided on-site advice and guidance to borrowers in all 177 loan applications during FY96.

Ensure that the borrower is promptly provided with copies of relevant materials when a borrower notifies RUS that it is considering an application.

All borrowers were promptly provided with necessary forms and material to apply for loans.

Conduct a review of loan applications received to verify completeness and compliance with requirements.

All loan applications were reviewed.

Discuss issues concerning the borrower’s application.

All issues raised by borrower were discussed immediately.

Seek to complete the review within 15 working days after the application is received.

All reviews were completed within 15 working days.

Forward all completed applications promptly to the Washington office.

Ninety-five percent of borrowers are satisfied with the loan application field process. All 177 applications were forwarded from field office to Washington within 15 working days; of those, 50 percent of the applications were forwarded within five working days.

Acknowledgment to borrower: Within seven working days after the Washington office receives your application, RUS will send you a letter that includes or sets forth the following: the application received date (APR); that RUS will notify the borrower no later than 90 calendar days after the APR regarding the application’s status (does not apply to discretionary loans); that updated information may be required at the time of loan approval; that final determination of the interest rate category cannot be made until the time of loan approval; that the borrower is required to notify RUS promptly of any changes in circumstances that may materially affect information in the application.

Borrowers have indicated complete satisfaction with this process. Of the 177 loan applications received, 90 percent were properly acknowledged within seven working days. In the other cases, action has been taken to eliminate the delays.

STANDARD

RESULT

Second notification to borrower, complete applications: Within 90 days of the APR, if the application is complete, RUS will send a letter to the borrower with a copy to any supplemental lender to: advise that the application appears complete; verify the amount of the RUS loan requested and the amount of any supplemental loans; verify the interest rate category for which the loan appears to qualify; confirm the borrower’s election of the call provision for municipal rate loans (prepayment option); set forth any special conditions that may be placed on the loan, and afford the borrower an opportunity to rectify the cause of the condition; remind the borrower of its responsibility to notify RUS immediately of any changes in circumstances that might affect its eligibility for a loan, or the interest rate category for the loan; provide the APR of loans currently being approved in the interest rate category applicable to the loan.

Only 30 percent of borrowers were given second notification in writing within 90 days of the APR. The other 70 percent were notified by telephone, with 85 percent of those within 90 days. Action has been taken to ensure that all borrowers receive a written notification in a timely manner. The type of notification or any delay in notifying the borrower did not delay the processing of the application for approval. Eighty-five percent of borrowers are satisfied with the improved processes.

Second notification to borrower, materially incomplete applications: Within 90 days of the APR, if the application is incomplete, or if there are other problems, a letter will be sent informing the borrower of the specific deficiencies, and requesting that the borrower respond within 60 days.

Borrowers were notified within 90 days of the APR in all cases in which there were problems. Borrowers have indicated complete satisfaction with this process.

Final review and approval: Not later than 45 calendar days before anticipated loan approval, RUS will notify the borrower and general field representative by telephone to: give the approximate date when a decision about approval can be expected; verify and, if necessary, update information previously submitted by the borrower; inform the borrower of any change in the interest rate category for which it qualifies, and, if applicable, request a board resolution to reflect the new terms; request that the borrower submit certain updated information that will be no older than 60 days at the expected time of loan approval; remind the borrower of its responsibility to submit information about any changes in its circumstances that might affect its eligibility for a loan, or its eligibility for the interest rate category elected in its original board resolution; remind the borrower that RUS reserves the right to request additional information necessary to verify eligibility.

Ninety-five percent of borrowers are satisfied with this process. In all cases, borrowers were notified 30 to 60 days prior to anticipated loan approval of the approximate date of decision and to verify and update information previously submitted. The 45-day notification provision is not always achievable because of the timing of the availability of appropriations and the goal not to delay approval.

Deficient applications: Prior to loan approval, if it is determined that the requirements for approval cannot be met based on information submitted by the borrower and other information known to RUS, if the borrower cannot or will not comply with RUS regulations, or if the borrower withdraws an application, RUS will return one copy of the application to the borrower accompanied by a cover letter.

During FY96, we returned three loan applications to borrowers.

Telecommunications Loans

Provides financing through insured and guaranteed loan programs to expand and modernize rural America’s telecommunications infrastructure.

STANDARD

RESULT

We will:

Send a letter to the borrower within 10 working days acknowledging receipt of the loan application package and, if necessary, request additional information to complete the application. If RUS does not receive the information required to complete the application package within 90 working days from the date the borrower was notified of the information needed, RUS may return the application to the borrower. Returned applications are without prejudice and borrowers may resubmit the completed application.

Over 70 percent of all applicants were notified of the receipt of application within 10 days.

Review the completed application and notify the borrower of any recommended changes to the telecommunications system design portion of the application (i.e., Loan Design). If the recommended changes to the Loan Design are significant, loan processing will discontinue until RUS and the borrower agree on all major changes. Additionally, if it is determined that loan feasibility cannot be proven, the loan application will be returned to the borrower with an explanation. A borrower whose application has been returned will have 90 working days, from the date the application was returned, to revise and resubmit its application. If RUS does not receive a revised application within the 90 day period, the application will be canceled and a new application will need to be submitted if the borrower wishes further consideration.

One completed loan application had serious loan design problems. Loan processing has stopped pending resolution of design changes. Seven loan applications had feasibility problems. Four of these applications were satisfactorily resolved, three are pending, and one loan application was returned to applicant.

Within 90 days of acknowledging receipt of the completed application, inform the borrower of the characteristics of the proposed loan and obtain its concurrence in such matters as the amount of the proposed loan, its purposes, rate of interest, and loan security requirements. Concurrence by the borrower is necessary before RUS can consider the proposed loan for approval.

Ninety-six percent of loan applicants were informed of the characteristics of the proposed loan within 90 days of acknowledging receipt of the completed application.

Promptly notify the borrower upon loan approval. A letter announcing approval of the loan will subsequently be sent to the borrower.

Letters announcing approval of a loan were sent to all successful applicants within three days of loan approval.

The General Field Representative (GFR) is the primary point of contact between the borrower and RUS’s Washington office for insured and guaranteed loan applications from telecommunications borrowers. The GFR will:

Provide advice and guidance to telecommunications borrowers to help them prepare their loan applications.

All contracts resulted in loan applications.

Ensure that the borrower is promptly provided with copies of relevant materials.

All loan applicants were provided with copies of relevant material.

STANDARD

RESULT

Review loan applications for completeness and compliance with requirements.

All loan applications were promptly reviewed for completeness.

Discuss issues concerning the borrower’s application.

All issues concerning loan applications were promptly discussed with the applicant.

Promptly forward all completed applications to the Washington office.

Completed loan applications were promptly forwarded to the Washington office for review.

Water and Waste Disposal Loan and Grant Programs

Provides loans and grants for economically depressed communities in an effort to improve public health and the overall standard of living, and to spur economic opportunity and growth.

The Rural Economic and Community Development’s state and district office staff are normally the initial point of contact for Rural Utilities Service Water and Waste Disposal programs. We will:

Provide you with the necessary information, advice, and guidance about using the Water and Waste Disposal programs.

Of respondents, 99 percent said information, advice, and guidance were timely and accurate.

Refer you to other sources of assistance or credit if it appears that you may qualify for alternative sources of funding from commercial, private, or other governmental sources.

Of respondents, 85 percent said they had to pursue and/or were told about joint financing and other alternatives considered.

Ensure that you are provided appropriate forms and materials within 7 working days when you notify a Rural Economic and Community Development’s office that you are interested in filing a request for financial assistance.

All respondents said they received appropriate forms and materials within seven days.

Assist you, as needed, in completing your request for assistance in a timely manner.

Of respondents, 95 percent said assistance was given in a timely manner.

Ensure that your request for financial assistance is reviewed promptly and you are notified of eligibility within 45 days after we have received a complete pre-application.

Of respondents, 98 percent said the 45-day time frame was met.

Provide you with a prompt written response if your application is rejected, and an explanation of your appeal rights.

All respondents said a prompt response was given and appeal rights were given.

Be courteous and respect your privacy.

All respondents said courteous service was given.

Be polite and responsive, and assist you with a staff knowledgeable of our programs.

Of respondents, 95 percent said our staff was helpful and knowledgeable about program.

Be fair to all people regardless of race, sex, disability, religion, age, or other nonmerit factor.

Of respondents, 93 percent did not believe these nonmerit factors ever entered into decision making.

Be clear, explain to you what we do, how our programs work, and how we can assist you.

All respondents said program explanation and assistance given was clear.

Be accessible and available to talk to individuals, organizations, and groups about our programs.

Of respondents, 93 percent said the staff was accessible and available when needed.

Be ethical and will strive to meet the highest standards in providing services to you.

Of respondents, 97 percent said ethical and professional standards were offered in providing assistance.

STANDARD

RESULT

Be willing to work with you and, if necessary, to cooperate with other federal, state, and local agencies to meet your needs.

All respondents said cooperative efforts were demonstrated in all contacts made.

Be efficient and effective in providing assistance.

Of respondents, 92 percent said staff was efficient and effective.

Be open, and work with you and seek your views, listen to your needs, and make modifications, if possible, in accordance with Rural Utilities Service policies and regulations.

Of respondents, 97 percent said the staff was willing to work with them and their views were considered.

Commerce (Department)

Bureau of Economic Analysis

Provides economic data on the U.S. economy and its position in the global market.

Bureau of Economic Analysis (BEA) staff will respond to customer correspondence within five business days.

BEA transferred an additional employee to the Public Information Office to improve coverage and response time for answering customer correspondence and phone calls.

BEA staff will return customer phone calls within one business day.

BEA transferred an additional employee to the Public Information Office to improve coverage and response time for answering customer correspondence and phone calls.

BEA will ship off-the-shelf products within three business days.

BEA is in the process of automating and centralizing its orders and payments system for selling products, which should improve efficiency and customer service.

BEA will meet its published annual calendar of news release dates. Any changes in these dates will be announced as far in advance as possible.

BEA began using the Internet as a tool to publish its annual calendar of news release dates as well as any changes to those dates.

BEA will provide access to news releases on the Internet, the Economic Bulletin Board, or STAT-USA Fax, and recorded telephone messages at the time of release. www.bxa.doc.gov.

BEA began using its new Internet site to provide broader access to news releases.

Bureau of Export Administration

Export Licensing and Assistance

Manages security related export trade programs.

Commodity classifications and advisory opinions:

The Bureau of Export Administration (BXA) will provide commodity classifications within 10 business days of receiving a request.

On average, commodity classifications are provided within 24 days of receiving a request.

BXA will provide advisory opinions within 30 business days of receiving a request.

Based on a random sampling, the average number of days to process advisory opinions is 40 days.

STANDARD

RESULT

System for Tracking Export License Applications (STELA):

STELA will give callers a 100 percent accurate response about the status of their license application or commodity classification request. To access STELA from your touch-tone phone, call (202) 482-4811.

 

STELA receives an average of 3,000 calls a month. The accuracy rate for giving correct responses to exporters is 100 percent.

The system will be operational 99.5 percent of its scheduled service hours.

STELA’s service hours are from 6:00 a.m.-10:00 p.m. on weekdays and 6:00 a.m.- 4:00p.m .Saturdays. For the first quarter of FY97, STELA was operational 99.1 percent of the time.

Telephone and visitor counseling services:

You can expect prompt, courteous service and accurate information.

Results from the DOC Customer Satisfaction Survey indicated that, on a 5.0 point scale, BXA’s customers gave us a rating of 3.8 for Information Services and Data Products. This score reflects component ratings on timeliness, quality, clarity, completeness, staff responsiveness (prompt/helpful), etc.

If your transaction is not within our jurisdiction, you will be referred to the appropriate agency.

All inquiries made through the phone resulted in immediate referral. All inquiries made through Website resulted in referral within 24 hours.

If you request written materials, we will mail or fax them within 24 hours of receiving your request.

Telephone inquiries to our Public Affairs Office resulted in 99 percent of all information sent within 24 hours. Inquiries to our Counseling Division for written material resulted in information sent within 24 hours. Requests for forms resulted in 85 percent of information sent within 24 hours. Inquiries made through Website resulted in 95 percent of information sent within 24 hours.

Bureau of the Census

Administrative and Customer Services Division

Provides a variety of products and services based on Census data.

Phone calls: We will answer phone calls to the standard Customer Services telephone number (301-763-4100) within one minute after the introductory message ends.

During FY96, we handled over 38,000 calls on this number. Approximately 90 percent were handled within 60 seconds after the initial recording and about 94 percent were handled within 120 seconds of the initial recording.

Shipping orders: We will ship items for off-the-shelf orders within one working day.

We offer premium service order fulfillment of any off-the-shelf product. If we receive the order by 2:30 p.m., the product will be shipped by Federal Express by 5:00 p.m. the same day. All other off-the-shelf orders require three to five working days. These results will be substantially different once we have a modern order entry and fulfillment system.

Custom orders: We will ship orders for custom products as stated by the customer service representative.

This standard was met for most orders.

Courtesy: Our telephone reference staff will be courteous, knowledgeable, and businesslike.

All customer service representatives receive over an hour of specialized training each week on new products and customer service techniques. In addition, all have a required self-development element in their workplans to upgrade skills. Customers routinely praise our employees for their responsiveness. We continue to raise the standard in this area.

STANDARD

RESULT

Guarantee: We guarantee that you will be happy with our product or you can return it for a full refund within 30 days.

We offer a full refund well beyond the 30-day limit unless there is evidence of misuse. We are implementing procedures to permit all of our customer service representatives to approve refunds on the spot and/or to offer products in kind. We are operating with the philosophy that the customer is right!

Complaints and questions: Customers phoning or faxing a complaint or inquiry will receive an initial response within three hours. All problems will be resolved within one working day.

Our staffing resources did not permit this standard to be met. However, we do have an ombudsman who has authority to act on all complaints.

Foreign Trade Division

Provides accurate and current information about U.S. foreign trade activity.

Telephone inquiries:

We will answer every phone call (responses may be delayed on the day statistics are released).

During FY96, we handled over 25,000 calls. Approximately 90 percent of all calls are handled immediately after initial recording. If all lines are busy, 90 percent are called back within an hour.

We will be courteous.

All customer service representatives have a required self-development element in their workplans to upgrade skills. Our representatives have received numerous letters of praise for their courteous manner and timely response.

We will provide the most current information on U.S. foreign trade to meet customer needs.

The Foreign Trade Division now creates one-off (on demand) CD-ROMs that are available at 8:30 a.m. when the trade numbers are officially released. This gives the representatives immediate access to the entire foreign trade database.

Customized tabulations:

We will process most orders for customized tabulations and provide the results within 48 hours. During press release times, results will be provided within seven days.

During FY96, approximately 90 percent of all customized requests were handled within 48 hours. Some large data reports were delayed because of the volume of data requested. For these reports, 100 percent were provided by the promised date.

We will thoroughly explain the content of available databases and the cost of report options.

Each customer’s request was handled individually. Representatives always took the time to explain the different classification systems and the level of detail involved in each. Upon request, customers were sent sample products to help them make their decisions.

Standard subscriptions:

We will offer you a standard subscription if it is appropriate to your request for foreign trade information.

Whenever appropriate, representatives give customers the option of subscribing to a particular product rather than purchasing customized reports. This ensures the customer timeliness and cost savings.

We will mail your subscription each month as soon as the foreign trade statistics are released: user-selected commodity reports on the day of release; press release and supplemental data (FT-900) the day after release; and detailed CD-ROMs and other standard tabulations within seven days of release.

The Foreign Trade Division has dramatically improved the delivery timeliness of all standard monthly data products. Selected commodity data can now be sent by e-mail the morning the trade numbers are released—an improvement over mail service. The entire FT-900 report is loaded on the Internet as soon as the trade numbers are released. By creating "one-off" CD-ROMs in advance of the release, premium subscribers can receive data as soon as the numbers are released, rather than waiting seven days for standard subscription service.

Economics and Statistics Administration

STAT-USA

Produces, distributes, and assists other government agencies in producing world-class business, economic, and government information resources that U.S. businesses and the public can use to make intelligent and informed decisions.

STANDARD

RESULT

Files on the Economic Bulletin Board (EBB) and STAT-USA/Fax:

We will post all files with official release times on the EBB and STAT-USA/Fax within 30 minutes of receipt from the originating agency.

Specific measurement criteria are being developed.

Order fulfillment:

We will ship in-stock CD-ROM orders within one business day after we accept the order.

Specific measurement criteria are being developed.

If we do not ship your order within one business day of acceptance, we will, upon request, provide you with a free CD-ROM or extend your order by one month.

Specific measurement criteria are being developed.

Users who order a new subscription with a valid credit card over the phone will receive a user ID for immediate access during that phone call.

Specific measurement criteria are being developed.

Technical assistance:

All technical assistance calls will be resolved within four business hours. If the problem requires more time to resolve, we will keep you posted of our progress.

Specific measurement criteria are being developed.

If you forget your EBB or STAT-USA/ Internet password, please give us 24 hours to identify it. We will call the owner of the account back with the information.

Specific measurement criteria are being developed.

We will do our best to answer your questions. If we do not know the answer, we will direct you to someone who does.

Specific measurement criteria are being developed.

Billing:

Subscribers for all our services will receive a reminder to renew the subscription roughly 45 days in advance of the subscription expiration date. If we do not receive payment from you, we will stop the subscription.

Specific measurement criteria are being developed.

All billing and fulfillment problems will be resolved within two business days.

Specific measurement criteria are being developed.

STANDARD

RESULT

You can expect us to:

Give you our name when we answer the phone or write to you.

Specific measurement criteria are being developed.

Be polite, considerate, open, and honest.

Specific measurement criteria are being developed.

Give you accurate information about our products and services.

Specific measurement criteria are being developed.

Apologize if we get things wrong, explain what happened, and make things right.

Specific measurement criteria are being developed.

Deliver our services fairly and to the same high standards to all our clients, regardless of sex, race, disability, religion, and age.

Specific measurement criteria are being developed.

Person - to- person:

We will regularly ask our customers what they think of our services—and we will share the results with you.

Specific measurement criteria are being developed.

STAT-USA wants to hear from you, whether it’s good news or bad. We can be reached by mail, telephone (202) 482-1405), or e-mail www.stat-usa.gov/stat-usa.html.

Specific measurement criteria are being developed.

International Trade Administration

Encourages, assists, and advocates U.S. exports; ensures U.S. business has equal access to foreign markets; enables U.S. businesses to compete against unfairly traded imports.

Trade information—we will:

Provide a 24-hour toll-free number, 1-800-USA-TRADE, for your use in requesting information.

The International Trade Administration (ITA) continues to utilize the 1-800-USA-TRADE number with very positive results. This has been indicated by high levels of satisfaction rated by customers in our most recent FY96 customer satisfaction survey. ITA’s Trade Information Center was also identified and used by the National Performance Review for its benchmark study of successful government phone help desks.

Provide the information you seek the first time you call. If we can’t provide the information you seek at the time of your call, we will let you know when to expect our response.

Most customer feedback indicates a high level of satisfaction with the provision of information. During FY96, 90 percent of ITA customers seeking information were either satisfied or very satisfied with the provision of trade information. Nominal data indicates that follow-up and referral could be improved. Actions have been taken to address this.

Offer a choice, whenever possible, of your preferred information format and method of receiving our information. Your options include information by phone or fax, through the mail, or on-line through web site (http://www.ita.doc.gov)

See attachment listed under next standard.

Use your feedback to tailor our information to your needs through a range of formats, including hard copy publication, electronic disk copy (CD-ROM or floppy disks), and on-line via Internet protocols (e.g. FTP, HTTP).

According to ITA’s FY96 Front-line Employee Survey, customers prefer to obtain ITA information by mail, over the telephone, and via fax-on-demand. These formats are provided. The survey indicated that more customers would begin to seek information in electronic format and through the Internet. ITA has prepared and provides information electronically. At present, ITS receives between 3,000 and 5,000 hits per day at ITA Web sites. ITA continues to monitor customer format preferences.

STANDARD

RESULT

Trade promotion and exporter services—we will:

Refer you to the appropriate specialist promptly and accurately.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys.

Inform you when to expect delivery of a product or a service that you request.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys.

Tell you immediately about any fees relating to a product or service that you request.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys. Customers want less paperwork and simpler procedures. ITA responded by simplifying applications and creating user-friendly formats for return by mail/fax. Customers want faster and easier delivery of products. ITA now transmits information products by fax or via e-mail.

Fair treatment under U.S. trade laws—we will:

Provide you with simple guidance for filing a petition or a zone application.

Import Administration (IA) enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Provide a point of contact when you file an AD/CVD petition or a zone application. You can receive status on your filing during our business hours (8:30 a.m. - 5:00 p.m.).

IA enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Make available public case records on any AD/CVD proceeding in our Central Records Unit or provide a copy of the record at cost when you call (202) 482-1780.

IA enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Provide you with a preliminary determination on an AD/CVD petition within 120 days, barring extraordinary circumstances.

Import Administration enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors, and machine tools), and administers Foreign-Trade Zones and Statutory Import programs. At present, customer service efforts are under development. IA has restructured the organization to ensure better responsiveness to customers and higher quality products. IA has made substantial progress towards regulatory simplification and creation of an on-line case library retrieval system—both are top priority customer concerns. FTZ operations will use data collected from its first customer survey to improve service to its zone and sub-zone applicants.

Provide you with Export Assistance Centers located in major export centers throughout the country which consolidate the services of major U.S. export promotion programs in "one-stop shops."

The Export Assistance Centers continue to reap praise and success from the U.S. business community, based on feedback from customers. The EAC network has been expanded to ensure that anyone in the U.S. wishing to export will be within an hour of help.

Provide you with a U.S. Government Advocacy Center, located in the Commerce Department, to assist U.S. firms to win contracts for major international projects.

A customer feedback mechanism is in place for advocacy services, but it is too early to report any results.

Provide you with a U.S. Government Trade Compliance Center, located in the Commerce Department, to ensure that American firms receive the full benefits from U.S.-negotiated trade agreements.

A customer feedback mechanism is in its design phase, and it is too early to report any results. This applies to the entire new standard on market access.

Minority Business Development Agency

Business Assistance

Ensures the use of entrepreneurial and business talent in minority communities for the benefit of all Americans.

STANDARD

RESULT

Our customer service standards:

We will provide you with all of the information you may need to understand Minority Business Development Agency (MBDA) programs and other minority business development programs that may help you.

Specific measurement criteria are being developed.

We will respond to telephone calls by saying at a minimum, "good morning or good afternoon, MBDA, may I help you"? Telephone inquiries will be returned within 24 hours.

Specific measurement criteria are being developed.

We will respond to written inquiries within six working days or within the time frame specified by the writer. Responses will be clear and concise.

Specific measurement criteria are being developed.

We recognize that our relationship with funded organizations needs improvement. Therefore, we are committed to the following:

More frequent training of regional staff who are responsible for starting the new and renewal processes for awards. This will ensure that awards are processed correctly and in a timely manner to preclude loss of continuity within the service area.

Specific measurement criteria are being developed.

Resolving all conflicts or disputes in a professional and cooperative manner.

Specific measurement criteria are being developed.

Not requesting funded organizations to perform tasks that are not part of the approved award document.

Specific measurement criteria are being developed.

Applying performance standards in a consistent and standard manner with no exceptions.

Specific measurement criteria are being developed.

We will ensure that all employees receive training on understanding the importance of customer service standards.

Specific measurement criteria are being developed.

We will conduct annual surveys among employees to collect innovative ways to better serve our customers.

Specific measurement criteria are being developed.

National Institute of Standards and Technology

Malcolm Baldridge National Quality Award Program

Manages the Malcolm Baldridge National Quality Award recognizing U.S. organizations for business excellence and quality achievement.

STANDARD

RESULT

OQP is working to continuously improve to meet our mission, achieve our vision, and operate by our core values. We have developed the following key customer service standards:

U.S. organizations and citizens:

We work to provide accurate, timely support and easily accessible documents.

During the last year we have produced two new brochures, entitled "Why Apply?" and "A National Program for Performance Excellence". In response to requests for this preprinted information, as well as requests for performance criteria and other preprinted materials, we have been able to meet the goal of responding to requests within one business day better than 99 percent of the time.

In response to requests for information, we will mail preprinted materials within one business day.

Specific measurement criteria are being developed.

Malcolm Baldridge National Quality Award (MBNQA) applicants and pilot program participants:

To offer timely and useful feedback to applicants, we will provide each applicant with a feedback report within 60 business days of the official notification that they have won the award or that the company will not continue to the next stage of review.

In 1996, we provided all applicants with their written feedback report within 45 days of the official notification that they would not be continuing to the next stage of the award process.

MBNQA program volunteers:

We deliver valuable training and timely answers to questions. Examiners and Evaluators need adequate time to provide a quality review of applications.

All applicantions were mailed to the nearly 350 volunteer Examiners in time to allow them threeweekends to review and score their assigned applications.

To ensure sufficient time to review applications, we will provide Examiners and Evaluators with assignments in time to allow a minimum of three weekends for review.

Specific measurement criteria are being developed.

State and local networks:

OQP sponsors a two-day annual state/local workshop and a special state/local session during the annual Quest for Excellence Conference.

In 1996, 52 representatives attended our annual state/local workshop at the National Institute of Standards and Technology (NIST). The attendees represented programs in 29 states plus the District of Columbia. In addition, 47 states were represented at the Quest for Excellence IX Conference, and nearly 200 attendees signed up to attend the special session on State and Local Award Programs.

To promote in-depth understanding of key award processes, workshop attendees are organized into focus groups. Focus groups share their findings and respond to questions.

Specific measurement criteria are being developed.

National Voluntary Laboratory Accreditation Program

Provides world-class accreditation services in the market for testing and marketing services.

STANDARD

RESULT

Our commitment to you:

As an accredited laboratory, you will receive a certificate of accreditation that attests to the fact that you have been assessed to the requirements of ISO/IEC Guide 25, an internationally recognized guide to the determination of competency of testing and calibration laboratories.

As of January 1997, 676 certificates of accreditation were either issued or renewed for NVLAP-accredited laboratories.

You will also be certified as having met the relevant requirements of ISO 9002 as a supplier of test or calibration results.

This statement is included in the certificates of accreditation that are awarded to accredited laboratories.

You will also receive a scope of accreditation that lists all of the test methods or calibration capabilities, including best measurement uncertainties, for which you have been accredited.

As of January 1997, 676 scopes of accreditation were either issued or renewed for NVLAP-accredited laboratories. All calibration scopes contain data on best measurement uncertainties.

We will make every attempt to improve the quality of our services to you on a continuous basis.

Results of the May 1996 customer satisfaction survey have been included in the NVLAP management review process. Ways to cut costs, improve response time of proficiency testing programs, and enhance communications are being considered. NVLAP completed an internal audit of its quality system in February 1997, and the results are being reviewed by the NVLAP quality committee.

We welcome your input as to ways in which we can better serve you through any of the communication modes that are listed in our brochure.

Since August 1995, the NVLAP Complaint System has logged 20 complaints, which were reviewed and responded to accordingly. As a result, several operating procedures were revised to improve quality. Assessor evaluations were revised and expanded to allow laboratories to provide comments on the NVLAP assessment process. NVLAP placed important documents on its World Wide Web home page and publicized its URL. The NVLAP e-mail address received numerous inquiries, requests for information, and suggestions for improvement.

We will work to obtain international recognition of the NVLAP program so that tests or calibrations performed in your laboratories will be recognized in the international marketplace.

NVLAP has requested inclusion of its accredited laboratories in international interlaboratory comparisons in order to satisfy one of the requirements for mutual recognition by the European Cooperation for Accreditation of Laboratories (EAL). NVLAP has requested that a final assessment be conducted by an EAL team early this summer. Reciprocal assessment visits were completed in February 1996 between NVLAP and the accrediting bodies in Australia (NATA), New Zealand (Telert), and Hong Kong (HOKLAS). The mutual recognition agreement tests are now being drafted for signature. NVLAP continues to work with Canada and Mexico under the framework of the North American Calibration Cooperation to reach agreement on the technical equivalence of the calibration laboratory accreditation programs in the three countries.

Standard Reference Materials

Develops and distributes standard reference materials (SRMs) for use in the control of production processes and in measurement assurance programs.

STANDARD

RESULT

Our commitment to you:

Providing timely information via the World Wide Web.

The Standard Reference Materials Program (SRM) home page is updated weekly. New information is added, such as current prices, new materials, and quarterly newsletters. Currently, we are adding all of our 18 individual brochures. Three of these are now available on the World Wide Web—the semiconductor, environmental organic, and environmental inorganic brochures.

Delivering SRMs to you within 24 hours of order upon request.

Each day, the rush orders are hand-carried to our shipping department by 10:00 a.m. to ensure that the above standard is met.

A mandatory training program for your customer service representatives.

Each day, a 10-minute information meeting is held with the SRM sales staff to exchange important product and customer service information. All SRM sales representatives attend classes. Further, they are encouraged to share personal experiences in customer service encounters.

Personally notifying you when new materials are removed from backorder.

New and renewal materials come into stock on a weekly basis. All customers who expressed an interest in the new material are called by phone and given the current price. A certificate is faxed upon request.

Working with you to ensure that SRM certificates and offical documents meet ISO Guide conformance.

All new SRM certificates meet ISO Guide conformance. A review of existing SRM certificates is under way to determine which certificates do not conform.

Accepting purchase orders; providing quotes, pricing, and information on availability of SRMs; and responding to your requests via e-mail.

All of the SRM sales representatives have taken Eudora training. E-mail addresses for frequent purchasers are set up for easy access. For foreign customers, mailboxes are set up by country.

Accepting credit card orders via phone, fax, or through the U.S. mail.

Many companies have gone to a credit card purchasing system, which is less costly than processing a purchase order. We can now accommodate Visa, MasterCard, and Discover. Plans are under way to accommodate American Express.

Including brochures and newletters in your shipments.

Each shipment contains a current newsletter and brochures of additional materials in the same or related category. Newsletters and brochures are kept current, and announce new materials.

Offering a choice of shipping modes.

For customers who do not need their orders immediately, we offer UPS as a mode of shipment. For those customers in urgent need of their material, we offer Federal Express. For foreign shipments, we offer UPS and Federal Express International, or Air Freight Collect. For all of the above shipping modes, we can prepay and add the costs to the customer’s invoice.

Providing a quarterly newsletter.

A newsletter is printed four times a year and mailed to the 28,000 scientists on our mailing list. Copies are also sent with each order. The newsletter announces new SRMs for sale, gives valuable information regarding updates of certificates, and provides general information about SRM and the National Institute of Standards and Technology.

National Oceanic and Atmospheric Administration

Aeronautical Charts and Related Data

Provides aeronautical chart products and services.

STANDARD

RESULT

We promise:

To provide you with products with no defects.

This standard has been met with continuous 100 percent quality control on hard copy and database compilation, drafting, reproduction, and distribution. The International Map Trade Association survey confirms customer satisfaction with product quality.

To work closely with the Federal Aviation Administration (FAA) and the Defense Mapping Agency, through the Interagency Air Cartographic Committee (IACC), to maintain and develop aeronautical chart specifications for your existing and emerging charting needs.

This standard has been met. We participate in IACC meetings three times per year, with member point of contact meetings every six weeks, task group meetings as required, and contact as required (often daily) with FAA and NIMA.

To preserve our perfect record of meeting all print cycles and to continue to meet our high-quality printed image standards of +.003 accuracy.

This standard has been met: all print cycles have been met, including meeting schedules for new products and requested prototype products.

To deliver aeronautical and nautical products to our domestic customers within two weeks of receiving an order.

This standard has been met: deliveries are made within two weeks of receiving the orders 98 percent of the time. Factors affecting nondelivery (outside AC&C control) are associated with the contracted delivery service or the U.S. mail.

To ensure that we have appropriate stock quantities of products, while minimizing costly condemnation of obsolete products.

This standard has been met. To ensure that appropriate stock quantities of products are available to our customers, AC&C closely monitors usage levels for existing and newly available products. The action levels (chart usage level minus condemnations) are also closely monitored to ensure that the proper number of charts are printed and minimize the number of condemnations.

To reply to your inquiries in a timely manner by:

Responding, the same business day, to your telephone inquiries about obtaining our products.

This standard has been met: All phone inquiries about obtaining NOS products are answered on the same business day. Most calls are answered immediately.

Responding to your recorded messages on our 24-hour toll-free customer service lines within three working days.

This standard has been met: our policy is strictly enforced to have recorded messages on the NOS 24-hour toll-free customer service lines answered within three days. Most calls are returned the next business day.

Responding to written correspondence (other than orders for products) within three weeks.

This standard has been met: response is normally provided within 10 working days. When the question requires extensive research, the customer is contacted to inform them that the inquiry was received and research is being performed to answer the question accurately.

To promote our understanding of your needs and your awareness of our products and services by:

Continuing to hold a workshop for NOS Chart Agents approximately every 18 months.

This standard has been met: workshops for NOS Chart Agents are held approximately every 18 months. The next workshop is planned for September 1997.

Actively participating in a wide variety of conferences, committees and workshops.

This standard has been met: as funding allows, AC&C participates in a number of technical committees, conferences, and workshops, including the Government/Industry Aeronautical Charting Forum, SAE G-10 Charting Committee, Air Transport Association Charting Committee, etc.

STANDARD

RESULT

Marketing our products and services at air shows and technical conferences.

This standard has been met: AC&C markets its products in a number of ways, including exhibiting and participating in numerous air, boat, and technical shows.

Conducting professional surveys as needed.

This standard has been met: AC&C conducts professional surveys through the International Map Trade Association. One section of last year’s survey dealt with AC&C’s customer service. AC&C received extremely high marks. Another survey is planned for 1997. A portion of survey funding will be used to conduct a sales analysis to better understand and service NOS customers.

Continuing our outreach program to aviation schools, flying clubs, and the general public.

This standard has been met: AC&C continues to provide education and to canvass users for charting requirements through its outreach program to aviation schools, flying clubs, and technical associations. The outreach program reaches customers throughout the country, is extremely well-received, and is a valuable asset to the marketing and customer service program.

To always be polite, considerate, and honest, and to ensure that our products and services meet or exceed your expectations.

This standard has been met: AC&C’s employees are required to be polite, considerate, and honest; and to ensure that our products and services meet or exceed customer expectations. AC&C employees take pride in their products. Courteous dealings with the public are of paramount importance to the agency.

To apologize to you when things go wrong, explain what happened, and do our very best to correct the problem promptly.

This standard has been met: employees receive customer service and telephone manners training to ensure that customers are treated with the proper respect. When things go wrong, employees research the problem, explain what happened, apologize, and do their very best to correct the problem promptly.

Geodetic Data and Related Products

Provides geodectic data, aerial photographs, applications software, and related publications and services.

We will be:

Working closely with the Federal Geodetic Control Subcommittee of the Federal Geographic Data Committee to develop standards and specifications to guide you in conducting geodetic and photogrammetric surveys.

The standards are done; the specs are in progress; the Standards have been reviewed by members of the Federal Geodetic Control Subcommittee and are being prepared for printing.

Using the highest standards of quality, service, and integrity to improve our responsiveness to user requests. We will investigate, evaluate, and pursue, where feasible, the newest developments in surveying technology, database systems, and telecommunications, as well as programs for the transfer of technology, to enable our customers to accomplish their missions in a more efficient and cost-effective manner.

Surveying Technology—High-Accuracy Reference Networks have been completed in most states and over 80 Continuously Operating Reference Stations have been established; database systems—the Geodetic User Sales and Transaction Order Entry System (GUSTOES) is completely operational and won a Department of Commerce Customer Service Award for Excellence in servicing user requests; Telecommunications—The NGS World Wide Web site has over 100,000 hits per month and is a primary source of data, software, and information for users.

Delivering geodetic data products to our domestic customers within one week of receiving your order.

This has been done; most customers receive their order in less than one week.

Ensuring that we have appropriate stock quantities of products.

The inventory system part of GUSTOES continuously monitors shelf stock.

Responding the same business day to your telephone requests for our products.

This has been done; all products are mailed the same business day.

STANDARD

RESULT

Responding to your telephone messages within one working day.

This has been done; all calls are returned the same business day.

Supporting professional workshops on geodetic surveying and related activities nationwide through cooperative arrangements with universities, professional societies, and state license boards.

Workshops are done on an ad hoc basis, upon request.

Participating in a wide variety of conferences, committees, and technical workshops.

Participate in more than a dozen conferences per year.

Continuing our outreach program to schools, professional societies, and the general public.

The State Geodetic Advisor Program is a major outreach source; others include conferences, workshops, and the Internet.

Being polite, considerate, and honest, and ensuring that our products and services meet or exceed your expectations.

NGS always welcomes customer feedback; no formal surveys conducted.

Doing our best to correct a problem promptly if things go wrong.

We have done this; details are available upon request.

National Marine Fisheries Service

Provides stewardship of the nation’s living marine resources.

We will provide service by:

Developing, evaluating through client testing, and implementing more efficient and easy-to-use data access technologies, such as menu-driven computer interfaces and facsimile transmissions of perishable data.

We implemented custom public query of fishery statistics database via the Web; implemented a new automated Atlantic tunas permitting system, accessible via telephone and Internet Web site; established the National Oceanic and Atmospheric Administration’s (NOAA’s) Internet Sea program in December 1996 to provide Internet connections to two research vessels and distribute data, photos, and environmental information; established a toll-free number to provide interested parties free access to information about the voluntary fishery products inspection program; established an 800 number in response to FDA regulations for seafood; implemented Fax-back and Web access to major publication, Fisheries of the United States; implemented Web site access to data from Headquarters Offices, Regional Offices, and Science Centers, including statistics, industry services, and program information; created two new Enforcement Office internal tracking systems; and implemented a Webcam view of the Alaska fish-rearing lab. Currently, we are developing internal databases for marine a mammal permit system, to respond more quickly to public requests for information; developing an electronic tracking process on status of the implementation of the National Habitat Plan.

Developing new statistical databases and reports driven by analyses of customer requests obtained through symposia and workshops.

We published Fisheries of the United States, Economic Status of U.S. Fisheries, and Our Living Oceans 1995, major sources of statistics, in response to public needs for high quality data. These are available in hardcopy, via the Web, and by fax-back telephone system. We will establish a NOAA Fisheries constituent database available nationally and regionally, and will publish articles in outside publications to broaden communication between NOAA Fisheries and the public (which is less formal and more accessible than the Federal Register) in response to requests made during constituent meetings.

STANDARD

RESULT

Including stakeholders in the development of new statistical data collection systems, including long-range strategic planning efforts for fisheries statistics in partnership with our state and federal counterparts.

Awarded two contracts ($2 million) to conduct nationwide surveys, tracking the efforts and catch of saltwater fishermen throughout the country, to better monitor marine fisheries resources and assess the impact of recreational fishing on the economy in response to a Executive Order on Recreational Fishing. The Fishery Market News Service, a joint Federal/industry program, provides accurate and unbiased reports depicting current conditions affecting the trade in fish and fishery products, via a fax-back system and via the Web. We convened a workshop (Changing Oceans and Changing Fisheries: Environmental Data for Fisheries Research and Management) to examine uses of environmental data for fisheries. We will implement programs to involve constituents in the collection of fishery data.

Regularly polling user needs and customer satisfaction through customer surveys and participation in or conduct of workshops, advisory panels, or committees on statistics.

Developing a Web-based customer service questionnaire by May 1997. We conducted a series of stakeholder workshops throughout the U.S. during FY96 to obtain feedback on National Marine Fisheries Service (NMFS) objectives which resulted in changes in Strategic Plan. We will develop Implementation Plans for the National Habitat Plan by coordinating with federal, state, nongovernmental organization partners, and by inviting constituents to develop/review proposed activities. Web pages for Headquarters and regional offices and science centers with feedback mechanisms were implemented.

Maintaining multiple oral and written, in-person and electronic means of communication to our users, such as newsletters, electronic mail forums, and face-to-face meetings to promote a healthy dialogue and hear the voice of our customer.

Providing statistics in the form of: official statistical hardcopy publications, such as the internationally recognized Fisheries of the U.S.; computer tapes and floppy disks; Internet Web pages, including copies of publications that can be downloaded; CD-ROMS; Broadcast fax services, including access to publications; and on-line access to computer databases and bulletin boards. We held multiple constituent meetings throughout the nation to obtain feedback on our strategic plan; held scoping and formal meetings on management plans and proposed regulations, throughout regions; published appropriate Federal Register notices on formal opportunities to comment on actions, and included this information on Web sites. We will conduct, in each region, general constituent meetings at least twice/year, as well as frequent scoping, townhall, and individual meetings on specific issues; establish a formal reporting mechanism for all research reports and manuscripts published by our scientists, taking every opportunity to make public presentations of all research results; regularly publish series, such as the Fishery Bulletin, NOAA Technical Report-NMFS, Marine Fisheries Review, and the NOAA Technical Memorandum - NMFS, available in hardcopy and via Web sites.

National Weather Service

Works to protect life and property and enhance the national economy.

STANDARD

RESULT

State-of-the-art equipment and technologies allow the National Weather Service (NWS) to operate the most advanced weather and water forecast and warning system in the world.

A Doppler radar network was completed except for three newly sited radar; most automated service observing systems were installed; new satellites are providing outstanding data; and new computers are processing data. Modernized high-tech weather forecast offices (119) and river forecast centers (13) are in place to take advantage of these new technologies and to provide improved forecast and warnings service.

We continue to increase advance warning times for severe weather. Currently, warnings of less than 10 minutes are typical for thunderstorms and tornadoes. With new technologies and increasing numbers of better-trained hazardous weather spotters, as much as 30 minutes’ warning may be possible before the severe weather occurs.

In the last 10 years, warning time for severe local storms has increased from 12.5 to 18.3 minutes; warning time for tornadoes has increased from 4.6 to 9.9 minutes.

We issue routine forecasts every four to six hours, but we continuously update and amend our forecasts and warnings during changing weather.

As part of its modernization, NWS issues more event-driven products, including frequent updates of its warnings and forecasts based on data from new technologies.

Our goal is to work with the private sector to make NOAA Weather Radios (NWR’s)as common as smoke detectors—to place NOAA Weather Radios wherever people congregate, including all schools, hospitals, and nursing homes to provide weather warnings which can save lives.

Expanded NWR stations and more NWR receivers are being provided; a new breed of receivers using digital protocols is expected later in 1997. NWR is the primary input to an upgraded nationwide Emergency Alert System, providing NWS weather warnings to a much larger audience.

New technologies are being developed for persons with disabilities such as the hearing-impaired.

In partnership with the private sector, NWS is providing information to hearing impaired in selected areas. The system uses WEATHERCOPY in concert with NWR, and the Emergency Managers Weather Information Network, a user-friendly computer-based retrieval system.

Development of new products and services based on user requests and requirements is a top priority.

A Proof of Concept at offices in Cheyenne, Wyoming, and Grand Junction, Colorado, are testing new products and methods of feedback from customers. Quality management principles, under the NWS/employee union Quality Through Partnership Agreement, are used at all offices in Kansas. Team training preceding the deployment of AWIPS is expected to generate new methods of agency-customer interaction and feedback.

We have improved long-range forecasts, better serving the general population and America’s agricultural, transportation, and other economic interests.

While NWS has revised the format of long-range forecasts during the past several years, accuracy of these forecasts has not improved significantly. Implementation of new products in late 1997 to describe the confidence level of each forecast will enable customers to better judge the value and utility of the products and lead to better use of the information provided.

National Technical Information Service

FedWorldTM On-Line System

Provides on-line access to scientific, technical, engineering, and business-related information produced by and for the U.S. government and international, primarily governmental, sources.

STANDARD

RESULT

Your access to FedWorldTM will continue to be provided at no charge.

Accomplished.

Products you order by credit card for download will be delivered within 30 seconds.

Accomplished.

Your calls to the Help Desk will be answered by a person, not a recording, 24 hours a day.

Accomplished.

We will continue to make information accessible in whatever electronic formats meet your needs and expectations.

Accomplished.

National Telecommunications and Information Administration

Promotes the use of telecommunications and information technologies in the public and nonprofit sectors.

The National Telecommunications and Information Administration (NTIA) will make all publicly available information accessible as hard copy and through free-of-charge electronic services.

This practice has been followed routinely since 1995.

Information will be made available electronically at the same time it is released in print. All information posted electronically will be timely and accurate.

NTIA tries to ensure that information posted on the Web site is timely and accurate. This requires periodic review.

NTIA staff will assist you with any problems or questions you may have in the use of our electronic services.

This practice is followed routinely. In many cases, NTIA staff has provided assistance when the problem has been on the user’s end.

NTIA will monitor usage of its electronic delivery services to ensure that they are reliably available and capacity is sufficient to minimize delivery time to you.

No data provided.

Office of Telecommunications and Information Applications

Assists state and local governments, education and health care entities, libraries, public service agencies, and other groups in effectively using telecommunications and information technologies to better provide public services and advance other national goals.

STANDARD

RESULT

Commitment to customers:

We will provide you with all the information you need to understand these programs and to apply for funds. Our goal is to respond to requests for information within five business days.

This practice is followed routinely. Requests for information are met within the five business days.

Program staff will be available at any step of the application process to provide technical assistance and to help ensure that your project proposal meets funding requirements.

Program staff is available to help prospective grantees at every step of proposal preparation. The Office of Telecommunications and Information Applications (OTIA) programs offer a debriefing to all unsuccessful applicants to provide feedback on their proposals and to assist them in preparing future proposals. In addition, TIIAP and PTFP staff are available to provide technical assistance to prospective grantees as they prepare applications for funding.

Notices of availability of funds, funding criteria, and eligibility requirements will be widely disseminated through mail, electronic mail, and Internet services such as the World Wide Web (WWW) to keep you informed about these grant programs.

This is routinely accomplished. TIIAP maintained a mailing list of over 15,000 organizations that receive application material, and PTFP maintains a list of approximately 2,500 organizations. Over the past two years, the PTFP and TIIAP Notices of Availability of Funds and Guidelines have also been posted on the World Wide Web, and the programs have provided electronic copies of these materials to prospective applicants when requested. A large number of OTIA’s customers obtain this information via electronic access. This year, the TIIP applications were posted on the World Wide Web for the first time.

Customers can subscribe to electronic mailing lists to automatically receive timely information updates from the grant programs.

An Internet listserv is in operation for the TIIP program. Program staff routinely post program news to other lists as well.

Information about all successful applications from previous grant rounds will be available by mail and will be posted on the Internet to help you prepare your application.

Project descriptions of TIIAP grant recipients from FY94-96 and PTFP recipients from FY95-96 have been posted on the WWW. This information is widely accessed by OTIA’s customers. Several thousand copies of the project descriptions from FY96 were distributed to interested organizations, and the program distributed over 5,000 copies of Lessons Learned from TIIAP, a report that highlighted a number successful projects from FY94-95. TIIAP recently posted an electronic newsletter on the WWW that provides information about other successful projects.

The grant program staff will be available to conduct seminars and participate in trade shows and conventions in order to provide timely information and answer your questions.

OTIA staff participated in a number of industry meetings and conferences during FY96 to provide customers with information about OTIA programs. OTIA will continue to target these meetings to inform their customers about TIIAP and PTFP activities. TIIAP is conducting a series of six seminars around the country to assist potential grantees in preparing proposals for the FY97 grant round. The first, in Alexandria, Virginia, attracted more than 400 participants.

Office of Small and Disadvantaged Business Utilization

Assists small, minority, women-owned, and 8(a) concerns in locating suitable contracting opportunities.

Our customer service standards are:

We will always be courteous, polite, forthright, and respectful.

Specific measurement criteria are being developed.

We will answer your phone calls promptly.

Specific measurement criteria are being developed.

STANDARD

RESULT

We will provide you with information that is accurate, current, helpful, useful, relevant, and timely.

Specific measurement criteria are being developed.

We will answer your letters and inquiries within five days.

Specific measurement criteria are being developed.

We will be prompt and well prepared for our scheduled appointments.

Specific measurement criteria are being developed.

We will provide you with specific information that is most useful to you.

Specific measurement criteria are being developed.

We will always provide you with the name and telephone number of the person who can assist you.

Specific measurement criteria are being developed.

We will apologize to you if we make an error, explain what happened, and then make things right.

Specific measurement criteria are being developed.

Patent and Trademark Office

Examines and issues patents and trademarks and provides information.

We will treat you with courtesy each time you contact us and, if appropriate, will direct you promptly to the proper office or person.

1996 survey results indicate that the public was treated with courtesy 80.8 percent of the time, and that the person was directed promptly to the proper office or person 60.4 percent of the time.

If the Patent and Trademark Office (PTO) employee being called is not available, the employee will return the call by the next business day or, if you request, an alternative point of contact will be provided.

1996 survey results indicate that this was accomplished 54.4 percent of the time.

We will ensure that our written communications clearly set forth the technical, procedural, and legal position of patent examiners and trademark examining attorneys.

1996 survey results indicate that this was accomplished 75.1 percent of the time.

Our correspondence with you will be legible and of good print quality.

1996 survey results indicate that this was accomplished 89 percent of the time.

We will widely disseminate information about changes in practice and procedures to ensure that both you and PTO employees know about changes prior to their effective date.

1996 survey results indicate that this was accomplished 66.9 percent of the time.

We will respond to your status letters within 30 days from the date received by PTO.

1996 survey results indicate that this was accomplished 46.6 percent of the time.

STANDARD

RESULT

Patent standards:

We will respond within 30 days from the date received by PTO to papers filed after the examiner allows the application and up to the time PTO receives payment of the issue fee.

1996 survey results indicate that this was accomplished 62.4 percent of the time.

We will deliver your fax transmissions of properly addressed papers marked "Informal" or "Draft" to the examiner within one business day. Your facsimile transmissions of properly addressed formal amendments after final rejection will be matched with the appropriate files and delivered to the examiner within three business days of receipt.

1996 survey results indicate that this was accomplished 58.9 percent of the time.

We will correctly generate and mail a notice indicating the application number, date of filing, and title of invention for complete, standard applications. These notices will be mailed within 19 calendar days of receipt of the application by PTO.

1996 survey results indicate that this was accomplished 50.9 percent of the time.

We will conduct a thorough search of relevant U.S. patents, foreign patent literature, and non-patent literature contained in PTO search files and where appropriate, a reasonable search of other non-patent literature during the patent examination process.

1996 survey results indicate that this was accomplished 56.4 percent of the time.

Trademark standards:

We will correctly generate and mail filing notices within 14 days of receipt by PTO.

1996 survey results indicate that this was accomplished 38.1 percent of the time.

We will examine new applications and provide a written first communication regarding registration within three months of the filing date.

1996 survey results indicate that this was accomplished 32.3 percent of the time.

We will make a determination of the registrability of trademarks within 13 months of receipt of the application by PTO.

1996 survey results indicate that this was accomplished 46.5 percent of the time.

We will issue correct Notices of Abandonment within 45 days of the date the file was abandoned.

1996 survey results indicate that this was accomplished 55.6 percent of the time.

We will issue correct Notices of Publication within 30 days of the date the file is approved.

1996 survey results indicate that this was accomplished 51.5 percent of the time.

We will mail correct Certificates of Registration within seven days of the date of registration.

1996 survey results indicate that this was accomplished 51.0 percent of the time.

Patent Search Services—

We will maintain a Patent Search Room where:

You will have timely access to the automated search systems.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have access to equipment for making quality copies of documents.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will be provided with effective assistance in using the Search Room resources.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

STANDARD

RESULT

You will have access to paper documents that are accurately filed in a timely manner.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

The Official Gazette—Patents and the numeric set of issued patents wil be available to you on issue day. The location information for classes and subclasses will be posted for your use within 24 hours from the time the class/subclass is relocated.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Trademark search services:

You will have access to paper documents that are properly categorized and accurately filed in a timely manner.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

The Official Gazette—Trademarks will be available to you on issue day. Bound volumes will be stamped within five days from receipt of the information in the Trademark Search Library.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have timely access to the automated search systems.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have access to equipment for making quality copies and documents.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will receive effective assistance in using Search Library resources.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Regional search services:

We will enter into full partnerships with libraries to make patent and trademark information widely available to you throughout regions of the United States. We will enable the Patent and Trademark Depository Libraries to serve as our partners in disseminating intellectual information to you.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

General information services standard:

We will provide you with accurate, timely general information about patent and trademark processes, products, and services, as well as information about PTO itself. Copies of the general information booklets and forms will be mailed to you within two days of receipt of your request.A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will uphold the PTO-wide commitment regarding telephone service.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will treat you with courtesy each time you contact us and, if appropriate, will direct you promptly to the proper office or person.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Office of Information Products Development

Provides patent and trademark electronic information products.

STANDARD

RESULT

We will provide you with quality patent and trademark electronic information products according to a published delivery schedule. We will provide you with advance notice of product, price, and schedule changes.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will develop new patent and trademark electronic information products to enable the Patent and Trademark Depository Libraries to disseminate intellectual property information to you.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will maintain an electronic bulletin board to provide you with complete patent and trademark bibliographic information on the day it is published.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will seek your suggestions for product and service improvements and will respond to you within one month.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Office of Public Records

Maintains public records; provides certification, sales, and copy services.

Patent and Trademark Office (PTO) copy sales:

We will fulfill requests for patent and trademark copies completely and accurately within:

  • Two days of receipt for orders placed at PTO’s local public service window or sent via fax;
  • Five days of receipt for orders mailed to PTO on a coupon;
  • Eight days of receipt for orders mailed to PTO in a letter;
  • Three days of receipt for orders placed via PTO’s Electronic Ordering Service; or
  • 24 hours of receipt for expedited service if requested, fees paid, and the order is placed at PTO’s local public service window or sent via fax.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will provide missing copies or replacement copies free within 24 hours of customer request.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Assignment recordation services:

We will accurately record patent and trademark assignments within 20 days of receipt and mail recorded assignment documents within 34 days of receipt.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

STANDARD

RESULT

Certification services:

We will fulfill orders for certified copies of patent and trademark documents completely and accurately within:

  • 10 days of receipt for trademark registrations or within three working days of receipt if expedited service is requested and fees paid;
  • 17 days of receipt for patent and trademark applications as filed or within seven days of receipt if expedited service is requested and fees paid;
  • 25 days of receipt for patent and trademark file-wrappers and contents; or
  • 10 days of receipt for certified copies of patents.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

If we cannot fulfill your order on time, we will contact you by phone or fax early in the process cycle and explain in detail why your order may be delayed.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Updates to patent records:

We will process changes to automated records of patented cases and file the related papers in file wrappers within 30 days.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

Defense (Department)

Defense Finance and Accounting Service

Serves as the central finance and accounting office for the Department of Defense.

Debt collection

We will provide prompt and accurate service.

Standards under review/revision pending completion of consolidation of debt function.

Our service providers will be knowledgeable and courteous.

Standards under review/revision pending completion of consolidation of debt function.

We will promptly resolve your inquiry.

Standards under review/revision pending completion of consolidation of debt function.

Invoice processing and disbursement — We will provide prompt and accurate invoice processing and disbursement service for contractors/vendors:

We will pay standard commercial invoices in 30 days.

Invoices were paid in 30 days in 95.1 percent of the cases.

We will make progress payments within seven days.

Progress payments were made within seven days in 96.3 percent of the cases.

We will pay cost vouchers in 12 to 14 days.

Cost vouchers were paid in 12 to 14 days in 64.7 percent of the cases.

Interest penalties paid will be below .02 percent of the dollar value of payments.

Interest penalties paid were .027 percent of the dollar value of payments.

We will take discounts that are cost effective to the government (discount payment terms less than 30 days when beneficial to the government).

Discounts were taken in 74.2 percent of the cases available.

Defense Logistics Agency

Defense National Stockpile Center Sales

Conducts sales of metals, minerals, and materials in excess of strategic requirements.

STANDARD

RESULT

We will answer customer telephone inquiries quickly and efficiently. The goal is to answer them no later than the next business day.

The Defense National Stockpile Center (DNSC) incorporated our customer service standards into daily operations, and we are fulfilling our commitment to customers. At DNSC, we remain committed to our customers and continue in our attempt to improve and adhere to the standards we have set.

We will answer mail inquiries within three business days.

This standard has been incorporated into daily operations. No specific data are available.

We will notify depots the same day that an award is made. This enables the depot to immediately prepare goods for shipment with a goal to have material ready for shipment within two business days of the award.

This standard has been incorporated into daily operations. No specific data are available.

Energy (Department)

Energy Resources: Energy Information Administration

Provides high-quality, policy-independent energy information to government, industry, and the public in a manner that promotes sound policymaking, efficient markets, and public understanding.

STANDARD

RESULT

Provide information with a professional courtesy that demonstrates our awareness that every customer is important and our willingness to serve customer’s needs.

Survey results indicate an increase in the percentage of customers who were satisfied/very satisfied with how well their needs were understood—from 94 percent in 1995 to 99 percent in 1997; and an increase in the percentage who were satisfied/very satisfied with the courtesy they were afforded—99 percent in 1995 to 100 percent in 1997.

Follow standard statistical practices to ensure the accuracy of our data and provide information that customers rate as relevant to their needs.

Accuracy satisfaction increased from 87% in 1995 to 95% in 1997; satisfaction with relevance increased from 94% in 1995 to 99% in 1997.

Provide fast and easy access to public energy information.

Electronic delivery of information, based on customer needs/wants, contributed to an increase in satisfaction with timeliness (from 73 percent in 1995 to 75 percent in 1997), availability (remained at 95 percent), and promptness of service (from 49 percent in 1995 to 66 percent in 1997).

Distribute our information in a format that fits your needs, as resources allow.

Survey results indicate that customers desire information in a variety of formats. The Energy Information Administration (EIA) is able to offer choices.

Include a contact name, telephone number, and/or e-mail address on every document and letter.

In 1996 and 1997, this occurred in 100 percent of EIA publications and letters.

Encourage feedback, measure customer satisfaction, and incorporate your suggestions when making program decisions.

EIA has conducted major surveys of telephone customers in 1995, 1996, and 1997, measuring satisfaction with service and information products. The relatively low satisfaction scores we received for our timeliness led EIA to initiate many programmatic changes to provide information to customers faster (home page, releasing preliminary data, shortening data preparation schedules).

Provide high-quality energy information.

Measured by an overall satisfaction rating, 89 percent were satisfied or very satisfied with EIA products in 1995; 91 percent were satisfied or very satisfied in 1996; and 93 percent were satisfied or very satisfied in 1997.

Energy Resources: Office of Energy Efficiency and Renewable Energy

Advances the nation’s capability to deliver clean, efficient, reliable, equitable, and cost-effective energy services to the American people.

Increase by $50 million the sales of energy efficient appliances and building equipment through collaborations with industry and national appliance retailers.

We achieved the equipment sales objective of $50 million.

Add 100 industrial companies and two trade associations to the Climate Wise commitment, thus helping industrial partners improve their competitive position by recycling, eliminating waste, and saving energy.

We added 120 Climate Wise partners, bringing the total to 150.

Improve commercial building energy efficiency and reduce carbon emissions through additional Rebuild America partnerships.

We met the partnership goal by adding 55 new partners and retrofit commitments for 200 million commercial square feet and 50,000 homes.

Help utilities voluntarily reduce carbon emissions by adding 40 new Climate Challenge agreements.

We exceeded the partnership goal and now have 630 Climate Challenge partners. Our utility partners remain committed to remove an additional 7 million tons of carbon from the air by the year 2000.

Save low-income residential consumers $450 million in energy costs every year by weatherizing 57,000 more low-income homes, for a total of 4.4 million weatherized low-income homes.

We weatherized 56,000 homes, just below the 57,000-home goal. Lower-than-anticipated budgets were the cause of this shortfall.

Reduce annual oil imports by an additional 4 million gallons by adding 15,000 alternative fuel vehicles to the existing 27,000-car fleet in 50 Clean Cities.

We exceeded the goal and added a 51st Clean City in October.

Environmental Safety: Office of Environment, Safety and Health

Achieves excellence in environmental, safety, and health activities and timely implementation.

STANDARD

RESULT

Maintain safe facilities.

Metrics of lost workdays demonstrate a steady reduction of workdays lost due to injury.

Institutionalize a multidisciplinary oversight process.

A multidisciplinary oversight evaluation process has been fully institutionalized in policy, procedure, and guides. The goal of conducting evaluations at eight DOE sites was exceeded by completing an additional five special reviews and studies and four accident investigations.

Energy resources: Office of Fossil Energy

Maintains readiness of the oil stockpile for emergency use at the President’s discretion.

We will ensure, by the year 2000, the readiness of the Strategic Petroleum Reserve (SPR) to draw down its inventory of crude oil at an initial rate of 4.2 million barrels (MMB)/day within 15 days of direction from the President. Our success will be measured by meeting the following standards:

Degasify an additional 61 MMB of inventory to increase drawdown capability from 3.2 to 3.7 MMB/day and inventory availability to 524 MMB.

We achieved degasification of 68 MMB of inventory—compared to our goal of 61 MMB—and met goals of increasing drawdown capability from 3.2 to 3.4 MMB/day, while also increasing inventory availability to 466 MMB available for drawdown without any operational constraints.

Initiate an additional 22 percent of the infrastructure life extension program, thereby bringing program implementation to approximately 71 percent.

We initiated an additional 20 percent of the infrastructure life extension program—compared to a goal of 22 percent for all of FY96—even though SPR did not receive full FY96 program funding until June 1996.

Complete transfer or sale of all readily removable oil from the Weeks Island storage site to a more geologically stable site, ensuring the availability of that oil.

We transferred 88 percent of 72 MMB of oil—compared to a goal of 87 percent—from the Weeks Island storage site to other sites. We also sold 18 MMB of Weeks Island oil to finance the site’s decommissioning and general budget deficit reduction.

National Security: Defense Programs

Supports and maintains a safe, secure, reliable, and smaller nuclear weapons stockpile without underground nuclear testing; dismantles excess weapons; and provides technical leadership for national and global nonproliferation to reduce the continuing and new nuclear dangers in the world.

Dismantle weapons from 1994 to 1998 resulting in reduction of over 6,000 nuclear weapons.

To date, we have accomplished 66 percent of this goal and expect to meet the 1998 target.

Maintain/exceed confidence and reliability standards resulting in the continued maintenance of a safe and reliable stockpile.

Standard met.

Environmental Protection Agency

Protects public health and the environment.

We will be courteous, professional, flexible, honest, and helpful in all dealings with our customers. We will actively listen so we can better understand what motivates our customers and how we can best provide the environmental products, services, and information they value, and be fully responsive to customer concerns and needs regarding our services.

Training options have been researched, and a program will begin in FY97. Surveys of permit applicants and citizens involved in the permitting process have been conducted in three regions. Some of the survey questions will provide quantitative data concerning this standard. Staff members across the agency have been encouraged to meet this standard.

We will answer all telephone calls promptly and will respond to them by close of the next business day. If the person receiving the call cannot fully respond to the inquiry, the customer will be accurately referred to someone who can.

Region VI developed a telephone use and training plan that is based on a two-week recordkeeping effort to determine call sources and problems handling calls and accounts for limitations of equipment. Implementation, staff training, and measurement of the standard will begin in FY97.

STANDARD

RESULT

We will respond to all external correspondence within 10 working days of receipt. If we cannot provide a complete reply within 10 working days, we will contact the customer as soon as possible within the 10-day period to acknowledge and clarify the request, discuss what is needed to provide a full response, and indicate when a full response will be provided.

Freedom of Information Act and controlled correspondence systems track and provide status information to EPA managers. "Overdues" have decreased since the system and reporting were instituted. Training in and measurement of the standard will begin nationwide in 1997.

We will provide our customers with clear, easy-to-understand, timely, and accurate information about products, services, policies, and procedures. We will ensure that customers have easy access to information, available through convenient channels in various formats.

A recently completed survey of citizens involved in EPA’s permitting process will provide quantitative information concerning this standard. The Office of Pesticides Programs (OPP) used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

Relationships with our co-implementors of environmental programs—the states, tribal and local governments, and other federal agencies—will be characterized by partnership, flexibility, and assistance that empowers them to expand their ability to deliver environmental protection.

EPA continues to work with the states on Performance Partnership Grants and on the National Environmental Protection Partnership System to decrease reporting burdens and enable states to focus on environmental results. OPP conducted nine public meetings, 30 site visits, and a regional conference related to its Worker Protection Standard (WPS). OPP plans to conduct four state-regional conferences to proactively involve states in decisionmaking and priority setting of WPS program goals. The Pesticide Environmental Stewardship Program (PESP) has been working on improving customer service since its inception in December 1994. Last fall, over 50 PESP liaisons were trained in customer service. Each of the PESP partners and supporters is given a liaison from OPP who acts as the service representative to the partner/supporter.

STANDARD

RESULT

We will seek customer input to inform our decisions on policies, programs, and rules.

Region V is holding focus group meetings on its reorganization and service standards. In developing Internet accessibility, EPA participates in the Federal Web Consortium which enables the exchange of experiences, linkages, and consistency among federal partners. In the Urban Wet Weather Federal Advisory Committee Act (FACA) Committee, representatives from states, municipalities, and the general public meet to identify and discuss issues associated with urban wet weather flows. In the Storm Water Phase II FACA Committee, representatives from states, municipalities, and the general public provide input to EPA on solutions to storm water environmental problems. In the Total Maximum Daily Load (TMDL) FACA Committee, participants provide EPA with advice on identifying water-quality-limited bodies of water, establishing TMDLs for them, and developing appropriate watershed protection programs for these waters. In the Effluent Guidelines Task Force, representatives from industry, academia, publicly owned treatment works, states, citizen groups, and EPA offer advice on long-term strategies for the effluent guidelines program and provide recommendations on how to expedite promulgation of this program. In the National Drinking Water Advisory Council, representatives from the general public, state and local governments, and public interest groups provide recommendations on guidance and policies related to EPA’s drinking water programs. The Pesticide Program Dialogue Committee established under FACA represents all customer groups and held its first meeting in July 1996. OPP has conducted nine public meetings and 30 site visits around the country. Surveys of the permit applicants and citizens participating in EPA’s environmental permit process have been conducted in Regions 1 and 6 (NPDES) and Region 5 (UIC). The surveys will provide quantitative information on how clear, fair, appropriate, and effective EPA environmental permits are and how knowledgeable, responsive, cooperative, and available EPA staff are. A survey has been prepared that will quantitatively determine how successful EPA has been in working with representatives of delegated programs to improve EPA’s delegation processes so that they are as efficient, effective, and nonburdensome as possible.

Enforcement Inspections and Compliance Assistance

Ensures compliance with environmental laws.

Compliance assistance field representatives will:

Requests for field assistance will be provided in a timely manner, taking resource constraints and expertise into consideration. Where assistance cannot be provided by the agency, accurate referrals to other federal, state, or local agencies; private organizations; or educational institutions will be provided as appropriate.

OECA is developing proposed measures of success for each standard review.

Field representatives will be technically knowledgeable, understand federal regulatory requirements and agency compliance and enforcement policies that apply to the facility, and be courteous and professional.

OECA provides extensive knowledge-based training for all field representatives. Professionalism and courtesy are stressed..

STANDARD

RESULT

Compliance inspectors:

Inspectors will make clear who he or she represents and the purpose of the visit.

This is a standard practice.

Inspectors will be technically knowledgeable; understanding federal regulatory requirements and agency compliance and enforcement policies that apply to the facility; and be courteous and professional.

OECA provide extensive knowledge-based training for all inspectors. Professionalism and courtesy are stressed.

In developing compliance assistance tools, the OECA will:

Develop tools responsive to the needs and concerns raised by all interested stakeholders.

OECA held workshops, developed information packets, plain English (and Korean for the dry cleaning community) guides to regulations, and 18 industry sector notebooks that provide an in-depth profile of 18 specific industry sectors—all to provide technical information in understandable ways that help industrial operations and small businesses comply with federal regulations.

Seek opportunities to involve all interested stakeholders in the development of compliance assistance tools.

OECA worked with the regulated community to develop the tools.

Strive to make information available through a variety of channels, including electronic media and intermediaries (e.g., trade associations, state assistance organizations, state agencies, and community organizations).

In reaponse to comments from the state, tribal, and local.agencies, environmental organizations, and the regulated community, OECA has been increasing public access to its federally collected and managed environmental data. OECA has provided expanded access to its Integrated Data for Enforcement Analysis (IDEA) system. OECA worked with the National Technical Information Service to provide mainframe query capability to public users on a tiered access authorization basis (public, state, sensitive information). OECA also worked with the National Center for Environmental Publications and Information to provide user documentation. To make IDEA available to the largest population possible, two approaches were used: Internet and hotlines.

Compliance Assistance Centers:

All Compliance Assistance Centers will be operated consistent with the universal and public access standards, and any additional standards established for individual centers.

To help the regulated community to comply with environmental regulations and avoid the need for EPA and state enforcement activity, EPA has partnered with industry, academic institutions, environmental grups and other regulators to establish Compliance Assistance Centers. The centers are now operating to serve four industry sectors that are heavily populated with small businesses that face substantial regulations: metal finishing, printing, automotive repair, and agriculture, and working to meet the applicable standards.

Enforcement:

In all enforcement actions, OECA will be legally and technically knowledgeable, courteous and professional, and will work to resolve issues as expeditiously as possible.

Training is available.

Environmental Permitting

Regulates waste disposal and discharges to the air, water, and land.

STANDARD

RESULT

We will prepare permits that are clear, fair, appropriate, and effective.Our staff will be professional, courteous, knowledgeable, responsive, cooperative, and available.

Surveys of permit applicants and citizens who participated in the permit process have been conducted in Regions 1 and 6 (NPDES) and Region 5 (UIC). The survey will provide data on this standard. A report on the results will be completed in April 1997. Regional Offices will then consider if surveying is appropriate for their permitting programs.

We will work with representatives of delegated programs to continually improve our delegation processes, so that they are as efficient, effective, and nonburdensome as possible.

A survey has been prepared to obtain data on this standard. The survey will be sent to the regional offices for their use in March 1997.

For the regulated community, we will make our permit decision within the time frame that is established for the type of permit requested.

The regional offices will be requested to establish permit review goals for any permits issued and begin tracking performance. This request will be made in March 1997.

Partnership Programs

Cooperates with multiple organizations to set and reach environmental goals.

We will always treat our customers with professional courtesy and respect.

Specific measurement criteria are being developed.

We will proactively provide our customers accurate, up-to-date, and reliable information, products, and services, including high quality documents and publications.

Specific measurement criteria are being developed.

We will actively listen to our customers’ concerns and needs regarding our services and will develop technical assistance services designed to address those needs and concerns.

The Pesticide Environmental Stewardship Program (PESP) has been working on improving customer service since its inception in December 1994. Last fall, over 50 PESP liaisons were trained in customer service. The training included: (1) service delivery skills; (2) transferring/referring customers; (3) phone skills; (4) active listening; (5) how to deal with challenging customers; (6) delivering bad news; (7) recovering from a mistake with a customer; and (8) what to do when customers are wrong. Each of the PESP Partners and Supporters is given a liaison from the Office of Pesticide Programs who acts as the service representative to the Partner/Supporter. Customer service is the major focus for our liaisons. Additional customer service standards specific to the PESP effort were adopted to deal with Partners/Supporters. To emphasize and practice these customer standards, during the annual PESP Workshop in November 1996, liaisons attended the sessions with their Partner and/or Supporter. We also scheduled other meeting times during the workshop for interaction. The conference evaluations indicate that customer service is of prime importance to our PESP Partners and Supporters.

STANDARD

RESULT

We will ensure that inquiries will be referred to the right office and individual in EPA, or beyond EPA, if appropriate. We will encourage customers to report back on unsuccessful referrals.

Specific measurement criteria are being developed.

We will respond as expeditiously as possible to inquiries for information.

Specific measurement criteria are being developed.

We will strive to make information available through various channels, including electronic media, faxes, and intermediaries such as state assistance organizations, trade associations, and state agencies.

Specific measurement criteria are being developed.

We will recognize and publicly acknowledge the accomplishments of our customers who achieve success in applicable partnership programs.

In December 1996, Hammer Awards were presented to 1,300 companies involved in EPA’s 33/50 program.

We will streamline our customer reporting requirements to be more practical and less burdensome.

To participate in the 33/50 Program, the only requirement was that each company write a letter of commitment to whatever goals the company sets.

Pesticide Registration

Provides pesticide registration information.

These standards are still undergoing review by customers and staff and will be revised in the near future. Because of the new Food Quality Protection Act of 1996 (FQPA) enacted August 3, 1996, marketing, implementation, training, and measurement of customer standards will occur in FY97.

We will answer telephone calls within 24 hours of receipt, when possible. If the person receiving the call cannot fully respond, the customer will be forwarded to someone who can.

Staff have been encouraged to meet this standard. Training of staff and measurement of the standard will commence in 1997.

We will try to answer all correspondence within 10 working days of receipt. However, if our customers have raised questions that require extensive research to answer, it may take us longer. If we cannot provide a complete reply promptly, we will contact the customer within the 10-day period to explain the cause of the delay and indicate when a full response may be expected..

Staff are aware of the standard. Marketing of the standard, staff training, and measurement of it will commence in 1997.

We will seek opportunities to involve all affected stakeholders prior to major regulatory or policy decisions.

The Pesticide Program Dialogue Committee (PPDC) was established under Federal Advisory Commission Act. It represents all customer groups and held its first meeting in July 1996. The Office of Pesticides Program (OPP) conducted nine public meetings and 30 site visits around the country relating to the Worker Protection Standard (WPS). Information from these meetings will be used to develop strategies to improve WPS administration.

We will provide clear and accurate information about the policies and procedures for pesticide registrations and re-registrations.

OPP used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

STANDARD

RESULT

We will process applications and complete evaluations as promptly and as efficiently as possible without compromising either scientific quality or health and safety considerations.

As part of its overall streamlining efforts, and in response to the FQPA of 1996, OPP is establishing a new Antimicrobial Division (AD) to manage the registration and re-registration of non-food use products. The AD will pursue an interdisciplinary approach which will allow most registration and re-registration activities to be consolidated within a single division. The AD is expected to be in place by early 1997.

We will ensure that we meet our statutory responsibilities to provide customers with easy access to all available information on pesticides.

OPP used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

We will proactively involve states, tribes, and EPA Regions prior to establishing major policies or making major regulatory decisions affecting them.

OPP conducted nine public meetings and 30 site visits around the country. Information from these meetings will be used to develop strategies to improve administration of the Worker Protection Standard (WPS). OPP held a WPS regional conference in November 1996. Information from this workshop will be used to develop strategies and goals for successful WPS implementation. OPP plans to conduct four state-regional conferences to proactively involve states in decisionmaking and priority setting of WPS program goals.

We will undertake periodic surveys to find out what our customers think of our services and how we could make further improvements.

OPP continues to assess customer satisfaction via other mechanisms, including stakeholder meetings and the PPDC.

Equal Employment Opportunity Commission

Ensures equal employment opportunity by enforcing federal laws prohibiting discrimination based on race, color, religion, sex, national origin, age, and disability.

Companies, unions, or employment agencies can expect us to:

Treat you with respect and dignity.

Although there were few comments received from companies, unions, or employment agencies on treatment, those received were predominantly positive.

NOTE: The EEOC currently distributes a customer service brochure tailored to this specific customer group. This brochure contains Standards for this customer group and has a tear-off comment form. The comment form is not a formal survey of these customers and it does not ask specific questions regarding these published standards. The results are general observations based on the comments received from this customer group.

Look at all the ways we do business and the way we relate to you and others asking for our help. We want to find ways to improve the quality and speed of our services.

In 1994, the Equal Employment Opportunity Commission (EEOC) conducted an in-depth evaluation of charge processing and litigation procedures, including alternative dispute resolution procedures. A wide cross-section of opinion from individuals and groups was obtained. New approaches were implemented in 1995 as a result. Currently, EEOC is soliciting input to assess the implementation of these new approaches.

Involve respondents like you to help us understand what you want, what you need, and what you think about the way we serve you.

In 1994, EEOC conducted an in-depth evaluation of charge processing and litigation procedures, including Alternative dispute resolution procedures. A wide cross-section of opinion from individuals and groups was obtained. New approaches were implemented in 1995 as a result. Currently, EEOC is soliciting input to assess the implementation of these new approaches.

Support our front-line employees by giving them the tools and knowledge they need to provide the best possible service.

EEOC has developed individual development plans for all employees and is focusing training dollars on front line staff, particularly investigative and attorney staff, to improve service.

STANDARD

RESULT

Strengthen our commitment to customer service.

EEOC’s National Labor/Management Partnership Council established a group to focus on customer service activities. The group is evaluating the internal customer-service environment first and will then address external customer service issues.

Export-Import Bank of the United States

International Business Development, Lending Divisions, and Insurance

Helps with financing exports of U.S. goods and services.

We promise to:

Respond to telephone inquiries within six business hours.

Export-Import Bank of the United States (EIBUS) responded to more than 90 percent of telephone inquiries within six business hours.

Respond to fax and letter inquiries within two business days.

No report.

Screen 100 percent of incoming applications within three business days and inform customers within 24 hours of any additional material that may be needed.

Standard was met.

Process 100 percent of Letters of Interest for medium-term transactions within seven business days.

Standard was met.

Process 85 percent of short-term applications within two weeks of receipt. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard was met.

Renew 90 percent of our multibuyer insurance policies before the anniversary date. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard was met.

Process 100 percent of all Preferred Lender Program transactions within 10 business days.

Standard was met.

Achieve action on complete applications for preliminary commitments and final commitments under the direct-loan or guarantee programs.

Standard is being revised.

Ninety percent of Loan Committee cases within four weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard is being revised.

Seventy-five percent of Board cases within six weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard is being revised.

Provide 100 percent of customers with clear reasons for approval or denial within two business days of the final decision.

Standard was met.

STANDARD

RESULT

Claims Division promises to:

Acknowledge claims within two business days and inform the claimant of any additional information needed within five business days.

Standard was met.

Present claims for resolution within 30 business days

Standard was met.

Process all cash receipt collections for claims within 20 business days

Standard is being revised.

Public Affairs promises to:

Respond to 100 percent of public inquiries within 24 hours.

Standard was met.

Compliance staff will:

Provide the customer with clear reasons on 100 percent of final decisions, both approvals and denials, within two business days.

Standard was met.

Address customers’ concerns within two business days of contact.

More than 90 percent of the time, EIBUS staff addressed customers’ concerns within two business days.

Federal Communications Commission

All Telecommunications Issues

Provides customers with timely, up-to-date, and accurate information promptly and professionally, with the aid of state-of-the-art technological tools.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.

When you telephone:

You will receive accurate and up-to-date information in response to your questions.

The Call Center’s Expert Advisor System is monitored and updated daily to incorporate new information. Feedback indicates our customers are highly satisfied with our performance.

Full-time bilingual services (English/Spanish) will be provided.

Three full-time bilingual team members not only provide full fluency in English and Spanish but also have extensive and varied backgrounds and experience in technical telecommunications specialties and public affairs. Additionally, the Call Center has on board an engineer fluent in Spanish.

Ordinarily, you will not receive a busy signal when you call our toll-free number. Customers can expect that 80 percent of the time, a call will be answered within 20 seconds. The average time on hold will be no more than 90 seconds.

Between June 1996 and February 1997, the Call Center assisted more than 134,000 customers with an average service level greater than 80 percent and average queue time less than 90 seconds.

STANDARD

RESULT

In at least 80 percent of the cases, telephone service representatives will be able to furnish information to customers in response to questions raised. When Commission subject matter experts must be consulted, call will be transferred directly from the Call Center to a subject matter expert at no additional cost to the caller. Where possible, a call will not be transferred more than once.

Between June 1996 and February 1997 the Call Center assisted more than 134,000 customers. Less than 10 percent of those customers were referred to subject matter experts by the Call Center.

The Call Center will provide headquarters personnel with periodic reports about matters of current interest to the public.

The Call Center routinely provides statistical reports on issues of public concern, making those reports available to Headquarters and via the Call Center Web site. The Call Center has arranged for Headquarters access to its database for on-demand reports.

The Call Center will coordinate carefully and frequently with the FCC Chairman, Commissioners, bureaus, and offices to ensure that the information given to the public is accurate, up to date, and properly presented.

Our User Information Services Plan requires that we meet monthly. In addition, Call Center specialists meet with individual bureau/office staff at least once a month. Also, Commission subject matter specialists are invited to provide seminars, workshops, and training sessions on hot topics or new or novel matters.

Standards for technological capability:

The automated call response system will provide information 24 hours a day on the status of pending license applications and other information that can be programmed into the automated system.The Call Center’s Interactive Voice Response System is on-line, providing 24-hour information to Land Mobile and Amateur Radio Services customers. Additional databases are being added to provide efficient and quick service to customers.

Short documents will be available through fax-on-demand by calling 202-418-2830.

Full capability is in place for manual, automatic, and computer-generated faxing, e-mailing, and— when required standard mailing of short documents. The Call Center encourages customers to use the Internet and the FCC Web site. The Call Center’s Web Site is updated every week.

Large documents can be acquired through the International Transcription Service (ITS) by calling (202) 857-3800.

The Call Center refers customers to ITS for large documents. Call Center staff also send some large documents directly to customers, depending on availability. Customers are also encouraged to use the FCC Web site.

FCC forms can be obtained by calling 1-800-418-FORM (3676).

The Call Center provides customers with some forms directly; otherwise, we make use of the FCC forms contractor services. We also guide Internet-using customers to the FCC Web site where many forms are available.

Written information will be transferred electronically to customers via the Internet. Our Internet address is http://www.fcc.gov.

We provide, via fax, mail, and E-mail, copies of public notices, fact sheets, news releases, rules and licensing information, and other entity information touching on telecommunications.

The Call Center database will be user-friendly and comprehensive in the scope of information it contains. The database will be accessible to all FCC Bureaus and Offices.

The database contains large volumes of information, in the form of fact sheets, public notices, rules, and prepared documents, all available to our telephone service representatives for automated mailing, faxing, and e-mailing to customers. We are continuously updating the database.

Cable Services Bureau

Promotes quality cable service at reasonable rates.

You will always be treated with courtesy, and can expect the following standards of customers service when interacting with us.

STANDARD

RESULT

When you telephone:

You will receive a response to your inquiry within one business day.

Callers indicated that they appreciated the quick call back and the substantive answers they received when the call was returned.

You will be transferred no more than twice. If the issue is unresolved at the third contact point, we will obtain the information and return your call.

No report.

If you are transferred during your call, we will explain your issue to the recipient of the transfer so you do not have to repeat the reason for your call.

Callers indicated that they were pleased with the recipient knowing their issues before being transferred.

So you know the appropriate person to telephone:

If you are uncertain whom to call for assistance, you can contact one of our customers service representatives at (202) 418-7096.

The Bureau has released to the public a staff telephone directory listing based on areas of expertise.

If you would like a copy of our Bureau directory, you can obtain one over the Internet, or (for a fee) from our copy contractor at (202) 857-3800.

The Bureau has been providing information via the Internet.

When we release information from the Bureau—You can locate information on certain Bureau activity, including Notices of Proposed Rule Making, Report and Orders, Memorandum Opinion and Orders, rules and public notices from the FCC Record or Internet (all or some of which may be available in your local public library), or (for a fee) through our copy contractor. Our rules are available in the Code of Federal Regulations, and FCC actions are reported in the Federal Register.

You can obtain information through the following electronic addresses: Gopher-gopher.fcc.gov or FTP-ftp.fcc.gov (log in as anonymous and use your e-mail address as the password). Publications are in the /pub directory and succeeding subdirectories. Identify files of interest by downloading the index (found at the same level as /pub) and searching for key words.

Customers requested that information that is now on the Internet be placed in a more user-friendly format. This has been done and the Bureau has received compliments on its Internet site.

STANDARD

RESULT

Fact Sheets on cable regulations can be obtained through the use of fax on demand (Internet), by contacting our customer service representatives, or (for a fee) through our copy contractor. Examples of the types of Fact Sheets available include: The Consumer’s Role in Rate Regulation, Where to File Complaints Regarding Cable Service, Subscriber Signal Quality Standards, Customer Service Standards, and Contacting the Cable Services Bureau. To better answer your questions, we have established the Cable Information Line (202) 418-2225, which provides general information about cable television regulation. (To receive this information in Spanish, dial (202) 418-2226). Cable information may also be obtained by calling one of our customer service representatives at (202) 418-7096, FCC fax-on-demand at (202) 418-2830, FCC duplicating contractor (International Transcription Service, Inc.) at (202) 857-3814.

Members of the general public and persons involved in cable regulation have expressed their appreciation about the ease with which cable information is obtained. The fact sheets have been described as understandable and very useful.

Common Carrier Bureau

Provides communications guidance to the general public, businesses, nonprofit institutions, and government.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.

When we release information from the Bureau, we will:

Make all short documents of five pages or less (e.g., press releases, public notices, and fact sheets) available through domestic "fax-on-demand" and international fax on a case-by-case basis.

FCC indicates this standard was met; however, no data are provided to support the statement.

Place a copy of all late releases behind the glass outside the press office so the communications public knows of all released documents.

FCC indicates this standard was met; however, no data are provided to support the statement.

Make Bureau decisions and outgoing public documents available within 24 hours of release.

FCC indicates this standard was met; however, no data are provided to support the statement.

During the rulemaking process, we will:

Respond within three business days to Part 61 waivers; three to five business days to requests for time extensions; two business days for special temporary authorities; and 15 business days to Part 68 applications. These items are routine, within the Division Chief’s delegated authority, and do not have to be put out for public comment.

Available data will be presented in the final report in August 1997.

Respond within six weeks to nonroutine public initiated items (other than complaints) that are within the Bureau Chief’s delegated authority.

Available data will be presented in the final report in August 1997.

STANDARD

RESULT

Respond within nine months to noncomplex public initiated items (other than complaints) that are within the Bureau Chief’s delegated authority, but for which public notice and comment are needed.

Available data will be presented in the final report in August 1997.

Respond within 12 months to complex public initiated items (other than complaints) that are within the Bureau Chief’s delegated authority, but for which public notice and comment are needed.

Available data will be presented in the final report in August 1997.

Assign items for resolution to an appropriate division for handling within two weeks of receipt.

Available data will be presented in the final report in August 1997.

Consider alternative dispute resolution and negotiated rulemaking before moving to conventional methods of resolving contested decisions.

Available data will be presented in the final report in August 1997.

We plan to gather and analyze data, and where necessary, reassess this standard.

Available data will be presented in the final report in August 1997.

When we receive information from the public, we will:

Assign a reference number, log the filing within 24 hours, and maintain the log for paperwork received without a docket or division number.

All divisions are maintaining correspondence logs to reference paperwork not associated with a current docket. Items are being logged within the established standard.

To streamline our forms, we will:

Periodically issue a public notice of outdated reports, forms, and other data requirements we can eliminate and invite comments on these and other candidates for elimination.

The Common Carrier Bureau (CCB) has sought public comment on the creation and/or revision of any bureau forms.

Seek public input and coordinate within the FCC once the need for a new form or form change has been determined.

CCB has sought public comment on the creation and/or revision of any bureau forms.

Make new or revised forms available to the public two months before implementation and allow a transition period when possible.

CCB has sought public comment on the creation and/or revision of any bureau forms.

When you telephone, we will:

Return your telephone call within one business day.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

Provide an estimate of the time required to obtain an answer to your question if we are unable to respond when we first talk with you.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

Put a message on voice mail to indicate our unavailability when we are away from the Bureau for one day or more.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

State an alternative point of contact on our voice-mail message at all times.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

Determine if a staff member is in before we transfer a call. If the person is not in, we will ask if you would like to leave a message, be transferred to voice mail, or be transferred to another person.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

STANDARD

RESULT

When you do not know whom to call, we will:

Implement an introductory voice recording to aid the transfer of your calls to the appropriate person or organization.

Standard was met.

Maintain an enhanced functional listing, updated regularly, of CCB personnel and place it on the Internet and bulletin board system.

Standard was met.

Provide updated functional listings to the duplicating contractor for distribution.

Updates are under way. Data will be provided in the final report in August 1997.

When we process complaints, we will:

Serve a defendant within 20 days of receipt of a formal complaint.

The Formal Complaints Branch of the Enforcement Division has met the standards established for the formal complaint process.

Hold a status/settlement conference within 45 days from the time the formal complaint is served.

The Formal Complaints Branch of the Enforcement Division has met the standards established for the formal complaint process.

Complete processing of informal complaints within six months.

The Consumer Protection Branch of the Enforcement Division has partially met its six month standard. Branch staff members feel that the six month standard is a reasonable goal with the necessary amount of resources. At this time, the number of staff is insufficient to obtain the six month standard. Efforts are under way to increase staff, radically change office procedures, and acquire state-of-the-art automation equipment to facilitate operations and expedite processing time.

Helpful FCC numbers:

FCC-State Line computer bulletin board (202) 418-0241

Fax-on-demand (202) 418-2830

FCC Fax Forms System (202) 418-0177

FCC’s duplicating contractor (202) 857-3800

Common Carrier Bureau Informational Requests (202) 418-1500

Office of Public Affairs/Public Service Division (202) 418-0200

Office of Public Affairs/Fee Hotline (202) 418-0220

International Bureau

Administers the international communications program.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.

To improve the policy and rulemaking process:

We will use negotiated rulemaking, status conferences, or other forums to help narrow issues and develop solutions.

This standard has been met. Status conferences are held as appropriate to narrow issues, develop solutions, and/or inform on the status of a filing.

We will make available electronically and through the copy contractor a list of all pending matters not on an automatic schedule with the name of a contact person.

We are currently working toward making the list of pending matters that are not on automatic schedule available electronically and through the copy contractor.

STANDARD

RESULT

We will respond within four weeks of receipt by the International Bureau (IB) to routine public initiated items (other than complaints) that are within the IB Chief’s delegated authority and do not have to be issued for public comment (e.g., Special Temporary Authority, proformas).

The enactment of the "Grant Stamp Procedure" has allowed this standard to be met.

We will respond within four months of IB’s receipt of noncomplex public-initiated items (other than complaints) that are within the IB Chief’s delegated authority, and for which public notice and comment are needed.

This standard is met in most instances upon receipt, when within the Bureau Chief’s delegated authority and for which public notice and comment are needed. The IB plans to reevaluate this standard.

We will respond within 12 months of IB’s receipt of complex public initiated items (other than complaints) that are within the IB Chief’s delegated authority, and for which public notice and comment are needed.

This standard is met in most instances upon receipt, when within the Bureau Chief’s delegated authority and for which public notice and comment are needed. The IB plans to re-valuate this standard.

For complex items, we will hold a status conference within 30 days of the end of the pleading cycle and as appropriate thereafter to reevaluate the issues.

Status conferences are generally held for complex items within 30 days of the end of the pleading cycle, and as necessary thereafter to reevaluate this issues.

We will provide you with information on the status of pending matters and a contact person within one business day of a telephone request.

This standard has been met. There have been no complaints registered regarding telephone procedures.

To improve our existing policies:

We will annually hold roundtable discussions open to the general public to gather recommendations on policies and procedures that should be revised or eliminated.

This standard has been met. During the past years, two major rulemakings that streamlined two main processing areas were distributed and released. These two items, Section 214 Streamlining and Part 25 Satellite Streamlining, were developed in part using the input that was gathered at two of the IB’s roundtable discussions held during 1995. The IB is currently planning another roundtable discussion on Direct Broadcast Satellite issues on April 25, 1997.

Contacting the International Bureau: If you have any questions or comments, please call our Bureau Ombudsman—Tom Sullivan, Assistant Bureau Chief, Management (202) 739-0444—who will respond to all customer concerns. The Daily Digest, news releases, speeches, and other FCC documents are available on the Internet (ftp.fcc.gov)and from the FCC’s fAX-on-demand system (202)418-2830.

To streamline our processing requirements:

We will act on routine applications (except routine high frequency short-wave applications) that are uncontested and need no intergovernmental or interagency coordination within 60 days from the date of the public notice; routine high frequency short-wave applications will take 90 days from the date of the public notice because of required intergovernmental coordination.

On average, routine applications are responded to within 60 days and routine high frequency shortwave applications within 90 days.

If there is a question about your application, we will contact you. If additional information is needed, we will contact you before the comment period is over, consistent with ex parte rules.

The applicant is immediately contacted, always before the comment period is over, consistent with ex parte rules.

We will take action on all properly justified routine Special Temporary Authorities (STAs) within two business days of Bureau receipt.

From the time of receipt, the Bureau requires two business days or less to take action on properly justified, routine STAs.

STANDARD

RESULT

We will make available through public notice a list of necessary conditions for each type of STA.

The Bureau has published a list of conditions to be met for STAs.

We will place all acceptable applications on public notice within 10 business days of Bureau receipt.

On average, the Bureau places acceptable Section 214 applications on public notice within 10 business days of receipt.

We will make earth station-related application forms more user-friendly by streamlining, combining, or eliminating elements.

The Bureau has drafted a Report and Order on Part 25 streamlining procedures and the satellite forms to be released in the fall. The electronic version of the revised forms is currently being developed.

To improve our records:

We will establish new procedures within the Bureau so our records and files are complete and accurate.

The Bureau maintains the International Reference Center, which contains all non-docketed public files of Bureau-related matters.

We will set up a reference library that has copies of all bilateral and multilateral agreements to which the FCC is a party.

The Bureau maintains the International Reference Center, which contains copies of all bilateral and multilateral agreements to which the FCC is a party.

When you telephone:

If we are out of the office for more than one day, our voice-mail messages will indicate our absence and expected return. Our voice mail messages will specify an alternative point of contact or the option of accessing an operator by pressing zero.

The standard has been met. There have been no complaints registered regarding telephone procedures.

Unless on travel, we will respond to voicemail messages within one business day.

The standard has been met. There have been no complaints registered regarding telephone procedures.

If your question is too complex to be answered at the first contact point, we will transfer your call to an expert in the subject matter. Before we transfer your call, we will determine if the recipient of the transfer is present to take the call.

The standard has been met. There have been no complaints registered regarding telephone procedures.

Mass Media Bureau

Provides access to interference-free radio and television services for the public.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us:

To expedite the processing of our sales applications:

We will grant routine short-form assignment and transfer applications within five days of filing.

All short form assignments and transfer applications were granted within five days.

We will grant uncontested routine long form assignment and transfer applications within 60 days of filing.

During the first quarter of FY97, 94 percent of uncontested routine assignment and transfer applications were granted within 60 days.

We will dispose of all non-routine assignment and transfer applications within 180 days from the date of filing.

During the first quarter of FY97, 85 percent of nonroutine assignment and transfer applications were granted within 180 days.

STANDARD

RESULT

If there is a matter under consideration by the FCC that may affect the timely disposition of a licensee’s application, we will so inform the parties within the aforementioned processing timeframes.

Any necessary amendments are requested early in the 30-day public notice period to ensure that processing time frames are met.

To help you understand our reporting requirements:

We will continue to provide brief summaries of licensee obligations and requirements in informational brochures with the understanding that policies are constantly under review.

The Enforcement Bureau provides informational fact sheets, which are updated as needed.

We will develop and distribute an informational brochure of the most asked questions.

The Enforcement Bureau provides informational fact sheets, which address the most frequently asked questions.

In terms of our policies and rulemakings:

We will periodically issue a public notice of policies the Commission is considering for elimination or revision and invite comments.

During this period, 85 notices have been published.

We will respond to petitions for rulemakings in terms of the urgency and complexity of the issue. Issues with opposing viewpoints can take longer to resolve.

During this period, no petitions for major rulemakings were received.

To help small businesses get more involved:

We will make state and local broadcast groups aware of issues affecting small businesses, including opportunities to participate in rulemakings.

The OCBO maintains a mailing list that includes some 1.800 individuals and organizations. Since October 1995, seven mailings have been made.

When you telephone with a mass media issue:

You will receive a response to your inquiry within one business day.

The operating divisions have received no complaints regarding timeliness over the past 6 months.

We will determine if a staff member can address your issue before we transfer a call.

This standard was met.

You will be transferred no more than twice within the Bureau.

This standard was met. The Bureau’s Audio Services Division established a Customer Service Team, which consists of three employees, each of whom is assigned a specific area of expertise. Inquiries are directed to the employee knowledgeable about the specific subject matter.

You will receive accurate and consistent information on FCC policy and rules.

Based on customer feedback, this standard has been met.

So you know the appropriate person to call:

We will maintain an enhanced functional listing, updated regularly, of Bureau personnel.

On March 15, 1996, this information was placed on the Internet.

We will provide updated functional listings through the Internet and the FCC copy contractor for distribution.

On March 15, 1996, this information was placed on the Internet.

STANDARD

RESULT

When a complaint is received by the staff responsible for enforcement actions:

We will prescreen all complaints for merit before action is taken.

After entry into the database, complaints are immediately assigned to an attorney or an analyst to determine warranted action.

As to each such complaint, we will decide whether to investigate within 10 days after the complaint has been received.

Complaints are reviewed within one or two days to determine warranted action.

If we decide to investigate an alleged rule violation based on a complaint, we will send a notice of inquiry letter to the station within 30 days. If we decide not to investigate, we will dismiss the complaint within 30 days.

Database printouts indicate that this standard was met over 90 percent of the time.

When we release information from the Bureau:

We will make information available through Fax-On-Demand at (202) 418-2830, and the Internet.

This standard has been met. The Bureau routinely makes all of its releases available either through fax-on-demand or through the Internet.

You can use any of these Internet tools:

FTP - ftp.fcc.gov, log in as anonymous and use your e-mail address as the password. Publications are in the /pub directory and succeeding subdirectories. Identify files of interest by downloading the index (found at the same level as /pub) and searching for key words.

Gopher - gopher.fcc.gov or use any gopher to get to "all the gophers in the world" then ‘U.S.’ then ‘D.C.’ then ‘FCC’.

World Wide Web - http://www.fcc.gov

Other Helpful Telephone Numbers:

Information regarding applications and licensing stations in the video services: (202) 418-1600.

Information regarding other applications and licensing stations in the radio services: (202) 418-2782.

Inquiries about radio license renewal applications: 1-800-671-2233 or (202) 418-0186.

Inquiries/complaints concerning political programming: (202) 418-1440.

Complaints concerning other radio and television enforcement related matters: (202) 418-1430.

Wireless Telecommunications Bureau

Promotes and protects users of wireless telecommunication.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with use.

To make it easier for you to use our forms:

We will provide a summary fact sheet of necessary forms and attachments alphabetically by service upon request. A list of forms is available with the associated fact sheets from the Customer Services Division upon request by an applicant.

You will receive your form order as soon as possible after our forms contractor receives your mail or telephone request. The telephone number is 1-800-418-FORM. You also have immediate access to forms through "fax-on-demand" and the Internet. The FCC’s Internet address is: ftp.fcc.gov. The Fax-on-Demand system can be accessed by calling (202) 418-2830.

Form requests are filled promptly by the forms contractor. Ten of the highest volume forms are available through the Fax-on-Demand system. Many of the forms are available through the Internet.

You will receive, along with the application, material that clearly describes how to complete the application form.

Instructional documentation relative to the form requested, as well as fee filing information, is sent with the requested forms.

We will solicit your suggestions for improvement during form preparation.

STANDARD

RESULT

Notices are published in the Federal Register opening a 60-day comment period for any form requiring OMB clearance.

In October 1996 and March 1997, the Bureau participated in industry forums to answer questions and listen to suggestions from the public.

During this period, draft forms are made available to the public for their comment and subsequent form modification ideas.

When you apply for a license:

You will be able to determine the status of your license application and where it is in the process.

Staff has been extensively trained in the use of all licensing databases, thus allowing them to be responsive to customer requests for status information.

Where rules permit, if your application contains errors that can be resolved by telephone, we will telephone you; when not permissible or all errors cannot be resolved by telephone, your application will be returned, but only after a complete review; errors or omissions will be clearly indicated.

Only those application errors which cannot be resolved over the phone are returned to the applicant.

We will process uncontested license applications not requiring international coordination issued by the Bureau within 31 working days of the first legally grantable day.

As now more than 90 percent of all uncontested license applications were processed within 31 working days of the first grantable day.

To improve our policies and rulemakings:

We will conduct a "grassroots" outreach for your input on rulemaking activities by attending major industry conventions and participating in regulatory panels.

WTB staff attends most major industry conventions and participates on regulatory panels.

We will hold periodic brown-bag lunch meetings on various policy and licensing issues at the Bureau that you can attend. We will announce these meetings by public notice or news release.

The Bureau held three informal discussion brown-bags last fiscal year.

We will have copies of rulemaking documents available on the Internet.

All available rulemaking documents and decisions for publication are posted on the Internet after the decision is released.

We will provide you with consistent and accurate information on the status of pending rulemakings, upon request.

Staff members have received instructions to assist them in responding to inquiries.

When we release information from the Bureau:

We will place copies of all public notices and other informational documents concerning wireless services on the Internet.

The WWW Home Page provides the public with public notices of various fact sheets, "hot topics", and general information on a variety of Bureau and Division activities.

When you telephone:

You will receive a response to your inquiry within one business day.

Staff has been instructed to respond within one business day and this standard is included in employee’s performance standards as well.

You will be transferred no more than twice. If the issue is unresolved at the second contact point, we will locate the appropriate person to respond to you and request that person to call you back.

We have instructed staff on procedures and have published a list of names and phone numbers of staff with areas of expertise.

If you are transferred during your call, we will explain your issue to the recipient of the transfer so you do not have to repeat the reason for your call.

Staff has been instructed to give caller’s name and reason or subject of call to person receiving transferred call.

Federal Energy Regulatory Commission

FERC Electronic Bulletin Board Network

Provides access to Federal Energy Regulatory Commission (FERC) information.

STANDARD

RESULT

Commission Issuance Posting System (CIPS):

FERC daily issuances: text of formal documents the Commission issues, such as proposed, interim, and final rules, initial decisions, opinions, notices, orders, and other documents. Issuances are available on CIPS at approximately 10:00 a.m. and 3:00 p.m. daily. Issuances posted after 3:00 p.m. are available at 9:00 a.m. the following day. Documents are available in both ASCII and WordPerfect format.

Disruptions caused by system upgrades have prevented us from meeting the 3:00 p.m. deadline on a regular basis; however, we do meet the 10:00 a.m. and 9:00 a.m. deadlines 100 percent of the time. Implementation of the system upgrade will improve our ability to meet the 3:00 p.m. deadline.

News releases: the latest information the Commission provides on a full range of energy regulatory subjects and proceedings. They are available on CIPS one working day after receipt.

Met standard 100 percent.

Commission agenda: a list of actions scheduled for a public Commission meeting. The list is available approximately seven days prior to the meeting.

Met standard 100 percent.

Commission action agenda: a list of items acted upon by the Commission at a meeting. The list is available two work days after the Commission meeting.

Met standard 100 percent.

Daily filing list: a list of all filings made at the Commission that includes the date of the filing, the applicant’s name, the type of filing, the filer/originator, the assigned docket number, and whether the filing is an intervention. The text of the filing is not available on CIPS. The list is divided by topic into six separate lists—gas, electric, hydropower, miscellaneous, oil, and rulemaking. The list is available at 3:00 p.m. on the day of receipt, generally the day following the filing date.

Met standard 100 percent.

Formal documents issued list: a list of all documents issued on a particular day. The docket number, the applicant’s name, the date issued, the title of the document, and the FERC reports citation are included. The list is available at 3:00 p.m. the day following the issuance date.

Met standard 100 percent.

Daily calendar of hearings and conferences: a monthly list of all hearings, conferences, and meetings. The meeting date, docket number, time, and company name are included. The list is updated daily after 3:00 p.m.

Met standard 100 percent.

Solicitor’s quarterly report: the status of all court cases in which the Commission is involved. It is updated quarterly.

Met standard 100 percent.

STANDARD

RESULT

Electric Power Data System (EPD)—(contains copies of electric power related FERC forms and tariffs submitted):

Form 423: the Monthly Report of Cost and Quality of Fuels for Electric Plants is submitted monthly, and is available electronically 95 days after the end of the reporting month.

Met standard 75 percent.

Form 714: the Annual Electric Control and Planning Area Report. The forms are available electronically 60 days after the due date.

Met standard 95 percent.

Form 715: the Annual Transmission Planning and Evaluation Report. The forms are available electronically 30 days after the due date.

Met standard 90 percent.

Form 1 Forum—The software and documentation of preparing, viewing, printing, and filing the Form 1 Annual Report of Major Electric Utilities, Licenses, and others. Form 1 data for 1994, 1995, and 1996 are available:

Data will be available yearly after the April filing date.

Met standard 100 percent.

Gas Pipeline Data System (GPD)—Contains copies of gas related FERC forms and tariffs submitted:

Natural Gas Pipeline Tariffs: the software and documentation for the FERC Automated System or Tariff Retrieval (FASTR) and database files containing tariffs for individual pipelines. Tariff files are updated monthly if there are any revisions since last posting.

Met standard 100 percent.

Form 2: the Annual Report of Major Natural Gas Companies and Form 2A: the Annual Report of Nonmajor Natural Gas Companies. Validated forms are available three months after receipt.

Met standard 100 percent.

Form 11: the Natural Gas Pipeline Company Monthly Statement. This report is submitted quarterly. The forms are available electronically within five business days of validation.

Met standard 100 percent.

Index of Customers: a list of all firm customers for every pipeline, the rate schedules under which they purchase gas, and the contract quantities. The list is updated quarterly after the files are validated.

Met standard 100 percent.

Discount Rate Reports by customer of the rates below the maximum allowed. Reports are filed monthly. Reports are available within five working days after validation.

Met standard 90 percent.

Public Reference Room

Provides information to the public on the Commission.

STANDARD

RESULT

Documents available through the Public Reference Room include:

Annual, semi-annual and monthly reports are available through the Records and Information Management System (RIMS) or for copying from the shelves. Reports prior to 1995 are available on microfiche. Copies are on the system or on the shelves; a copy of the official records is available within 24 hours (after scanning into RIMS) if on-site, or two to four working days if off-site.

Federal Energy Regulatory Commission (FERC) generally meets this standard.

Copies of daily orders are maintained for 30 days on the shelves and are available immediately following delivery by the Secretary’s Office for copying on self-service copiers. A copy of the official record is available within 24 hours (after scanning into RIMS) if on-site, or two to four working days if off-site.

Standard met 98 percent.

Docketed files are maintained for 30 days on the shelves and are available immediately following delivery by the Secretary’s Office for copying on self-service copiers. A copy of the official record is available within 24 hours (after scanning into RIMS) if on-site, or two to four working days if off-site.

Standard met 98 percent.

Docket Sheets are available for RIMS within 24 hours.

Standard met 100 percent.

The list of Formal Documents Issued (FDI) is available on the day following issuance.

Standard met 100 percent.

Hearing transcripts are available through self-service 10 days after the hearing.

Standard was generally met.

Office of the General Counsel opinion letters are available for photocopying two days after release.

Standard was generally met.

Publications are available upon request, if in stock, or five working days if requested by correspondence.

Standard met 100 percent.

Hard copies of service lists are available within 30 minutes of request, one hour when downloaded to a diskette.

Standard met 100 percent.

Tariffs (Gas) Volumes (11/1/89) to the present are available through self service on a personal computer.

Standard was generally met.

Tariffs-Electric, Gas (Volume II) and Oil are available within 24 hours of availability in the program office.

Standard was generally met.

Records and Information Management System

Provides information to the public on the Commission.

STANDARD

RESULT

Records Information and Management System (RIMS) includes indexes and images of submittals to, and issuances of, the Commission.

Indexes and images of submittals to, and issuances of, the Commission are available within two working days of receipt at RIMS. Indexes are also available remotely.

Standard was generally met.

Requested copies of those images that are routed to RIMS print servers are available within four hours of the request.

Standard was generally met.

Copies of oversized drawings and historical documents are available within two working days of the request.

Standard was generally met.

Federal Mediation and Conciliation Service

Labor-Management Relations

Promotes the development of sound and stable labor-management relations; fosters constructive joint relationships of labor and management leaders to increase their understanding and ability to resolve common problems; and develops the art, science, and practice of conflict resolution.

Quality: We will provide our customers with the most skillful services, processes, and training in contract mediation, preventive mediation, conflict resolution, and all other areas of agency responsibility equal to the very best in the private sector. We shall strive to improve and expand our knowledge and skills in collective bargaining, labor-management relations, and conflict resolution so that our customers receive the highest quality service possible.

Preliminary data from the Federal Mediation and Conciliation Service (FMCS) Customer Survey indicates that 85 percent of those union and management parties that had used FMCS mediation services in their most recent contract negotiations reported that the service met or exceeded their expectations; 63 percent responded that the service has exceeded their expectations; and 95.5 percent reported that they would use the services of FMCS again. The two recent actions by FMCS bearing directly on the quality of service:: a complete redesign of our Preventive Mediation curriculum by an outside contractor, with our mediators serving as focus groups to apply a real-world perspective and ensure the new programs are correct and practical; and a comprehensive mediator training program that combines regional training conferences with a national professional development seminar, aimed at helping the mediator develop skills in the delivery of all FMCS services. Performance evaluation and promotion criteria have been rewritten to reinforce and reward attainment of proficiency in delivering all services.

Neutrality: We are neither pro-employer nor pro-union. FMCS is pro-collective bargaining. We shall conduct ourselves so that our customers never doubt our neutrality.

Based on their most recent experience, 75 percent of the respondents rated the mediator’s neutrality as excellent or very good, 17 percent as good, and 8 percent as fair or poor.

Confidentiality: We shall conduct our business so that our customers have trust in our respect for confidentiality in the collective bargaining process.

The mediator was rated as excellent or very good in handling confidential information by 80 percent of the respondents, by 15 percent as good, and by 5 percent as fair or poor.

Responsiveness: We are accessible, and always willing to provide prompt response to our customers’ needs and questions. Should a service problem occur, we shall do everything possible to correct the problem and to restore our customers’ confidence in us.

Data are not available; initial survey results are being analyzed.

STANDARD

RESULT

Empathy: We shall provide thoughtful, individualized attention to our customers’ needs.

Data are not available; initial survey results are being analyzed.

Facilities: When needed, we shall provide our customers with the highest possible quality physical facilities, equipment, and materials.

Data are not available; initial survey results are being analyzed.

Federal Trade Commission

Consumer Protection Mission

Eliminates deceptive and unfair practices that may unreasonably limit or prevent the free exercise of informed consumer choice.

Customers can expect the following standards of service in the five following program areas when interacting with the Commission and its staff.

Advertising Practices Program:

The Commission will pursue aggressively individual cases of deceptive advertising in areas such as health and nutrition claims; environmental, drug, and tobacco advertising; and infomercial marketing. The Commission will also monitor advertising practices actively to ensure prompt review of allegations of deceptive or unfair advertising practices. In addition, the Commission will coordinate its activities with those of other agencies with overlapping jurisdiction in order to minimize confusion among consumers and to clarify the legal standards that business enterprises must meet.

The Commission accorded final approval to 22 consent orders, accepted six consent agreements for public comment, and issued an administrative complaint. One of the consent agreements required the disgorgement of $100,000 to the U.S. Treasury; two others required the payment of a total of $680,000 in consumer redress; and a fourth required the payment of up to $195,000 in consumer redress. The Commission staff conducted discovery in four administrative litigation matters and completed an administrative trial in a fifth. In addition, the Commission and its staff pursued initiatives in a variety of areas, including, among others, environmental marketing practices; tobacco marketing; drug, cosmetic, and medical device marketing; and consumer privacy in the on-line marketplace.

STANDARD

RESULT

Service Industry Practices Program:

The Commission will pursue individual cases involving unfair or deceptive practices to promote investment opportunities, in order to reduce the extent to which false and misleading information about potential profit, risk, and liquidity of alternative investments such as art, gemstones, strategic metals, Federal Communications Commission licenses, rare coins, precious metals, and animated art cells is disseminated to prospective investors. The Commission will also pursue individual cases involving unfair or deceptive practices in the sale of health care services in order to reduce the extent to which marketers of such services use deceptive advertising to mislead prospective purchasers about the efficacy and risks associated with certain health care services. In addition, the Commission will provide guidance—in the product standards area—to federal, state, and local governments, and will coordinate its activities with those of federal and state agencies with overlapping jurisdiction in order to share data about ongoing fraud, and to maximize the impact of all law enforcement activity.

The Commission filed 41 federal district court lawsuits against recovery rooms preying on already victimized consumers, fraudulent prize promotion firms, companies selling fraudulent invention promotion and patent services, employment and scholarship service scams, and investment scams involving sales of partnerships in 900-number telephone lines and of license application services. Five of these cases were filed as a part of Senior Sentinel, a massive law enforcement effort coordinated by the Department of Justice against telemarketing fraud directed at the elderly. Eight other cases were part of Project Roadblock, which included 85 law enforcement actions—filed by the Commission and 21 states—targeting promoters of high-tech investment fraud schemes. Fifteen other cases targeted job placement and other scams, while five others— as part of Project ScholarScam, targeted fraudulent scholarship services. In addition, the Commission secured 20 federal court judgments that both imposed permanent injunctions and required the payment of more than $15.5 million in consumer redress.

Marketing Practices Program:

The Commission will identify, investigate, and prosecute, in administrative and federal court proceedings, unfair and deceptive practices (including telemarketing fraud) in the marketing and sale of products, services, and business and employment opportunities, and will seek to obtain redress for defrauded customers. The Commission will also enforce vigorously its trade regulation rules, such as the Funeral Rule and the Franchise Rule, in order to provide consumers with the information necessary to make informed purchases. In addition, the Commission will enforce vigorously rules mandated by statute.

The Commission initiated or settled 107 federal district court lawsuits. The resolution of 26 of these cases—through stipulation or litigation—produced redress or disgorgement orders totaling more than $63.8 million, as well as appropriate permanent injunctive provisions. The resolution of another 28 cases produced more than $914,000 in civil penalties, as well as appropriate permanent injunctive relief. The majority of these cases focused on two areas: fraudulent telemarketing—including enforcement of the Commission’s new Telemarketing Sales Rule— and the fraudulent and deceptive marketing and sales of franchises and business opportunities. The remaining lawsuits addressed other types of deceptive marketing or trade regulation rule violations. In addition, the Commission staff filed 34 criminal actions acting as Special Assistant U.S. Attorneys in a telemarketing fraud project.

Credit Practices Program:

The Commission will pursue enforcement actions against credit bureaus or other consumer reporting agencies that violate the Fair Credit Reporting Act by violating its accuracy, privacy protection, and credit report dissemination provisions.

The Commission staff continued administrative litigation arising from allegations that one of the three largest credit bureaus violated the Fair Credit Reporting Act through the sale of target marketing lists. In a second case, the Commission settled allegations that a major retailer had inaccurately reported credit data when converting accounts of a purchased retailer.

The Commission will pursue enforcement actions against debt collectors that violate the Fair Debt Collection Practices Act (FDCPA) by using deceptive, unfair, and abusive debt collection tactics.

The Commission secured consent orders against three large debt collection agencies— addressing alleged FDCPA violations—that impose permanent injunctions and require the payment of a total of $160,000 in civil penalties. In addition, in a litigated case, a court of appeals affirmed a judgment and a $550,000 civil penalty against the defendants for FDCPA violations.

The Commission will pursue enforcement actions against violators of the Truth in Lending Act.

The Commission accepted seven consent agreements with five automobile manufacturers and two automobile dealerships for public comment, settling alleged advertising and disclosure violations.

STANDARD

RESULT

The Commission will prevent all forms of discrimination in granting credit and other significant violations of the Equal Credit Opportunity Act.

The Commission secured a consent order requiring a large retail store to pay $225,000 in civil penalties to settle allegations of Equal Credit Opportunity Act violations.

The Commission will prevent credit fraud by investigating and filing enforcement actions against firms that defraud or otherwise deceive consumers with promises to provide credit or repair poor credit histories.

The Commission continued to pursue credit marketing scams. Thus, for example, the Commission secured a consent decree, resolving allegedly false credit repair program representations made through the Internet, which enjoined further violations and required the defendant to pay full consumer redress.

Enforcement Program:

The Commission will review systematically outstanding Commission orders in key areas of consumer concern— such as health, safety, and the environment— and take appropriate corrective action, such as the filing of federal court actions for civil penalties, when respondents are found to be violating cease and desist orders.

The Commission secured consent decrees requiring a hearing aid manufacturer to pay $2.75 million in civil penalties—and an engine treatment manufacturer to pay $888,000 in civil penalties—to resolve allegations that they violated prior Commission orders against them. The Commission secured four other consent— decrees respectively requiring the payment of $280,000 in civil penalties, $100,000 in civil penalties, $150,000 in disgorgement to the U.S. Treasury, and $200,000 in civil penalties—to resolve allegations of violations of other Commission orders.

The Commission will enforce and modify rules that enhance informed consumer choice, including the Used Car Rule; the Automotive Fuel Ratings, Certification and Posting Rule (formerly the Octane Rule); the Care Labeling Rule; the Textile Rules; the Mail and Telephone Order Rule; the Home Insulation Rule; and the Appliance Labeling Rule.

The Commission secured two consent decrees—respectively requiring the payment of $100,000 and $95,000 in civil penalties—to resolve allegations of violations of the Mail and Telephone Order Rule. The Commission secured two other consent decrees—respectively requiring the payment of $50,000 and $10,000 in civil penalties—to resolve allegations of violations of the Care Labeling Rule. The Commission also participated in a number of sweeps addressing "toner phoner" scams.

The Commission will continue to develop instructional materials to inform companies how to comply with Commission rules and regulations, and to advise consumers how to vindicate their rights under Commission rules and avoid being victimized by deceptive practices.

The Commission published more than 60 new and revised consumer and business education publications. In response to requests from the public, the Commission distributed more than 4 million consumer publications on topics such as shopping in cyberspace, scholarship scams, and credit repair. The Commission also established ConsumerLine (www.ftc.gov) to make consumer publications available on-line; in its first year, the site received more than 140,000 hits. In addition, the Commission launched the Partnership for Consumer Education—a coalition of over 50 major businesses and associations— which distributed tens of millions of consumer education messages about telemarketing fraud and established an interactive Web site (http://www.ftc.gov/telemarketing).

Maintaining Competition Mission

Ensures that the nation’s markets function competitively, vigorously, and efficiently, without interference from unwarranted competitive restrictions.

STANDARD

RESULT

Commission customers can expect the following standards of service in the five following program areas when interacting with the Commission and its staff.

Mergers and Joint Ventures Program:

The Commission will seek to prevent or undo mergers or joint ventures that may substantially lessen competition or tend to create a monopoly, in violation of Section 7 of the Clayton Act or Section 5 of the Federal Trade Commission Act, and to prevent or undo interlocking directorates that violate Section 8 of the Clayton Act.

The Commission initiated 28 law enforcement actions addressing mergers and acquisitions. In particular, the Commission authorized three preliminary injunction actions and accepted 21 consent agreements for public comment. The parties to an additional four proposed transactions abandoned them in light of competitive concerns identified by the Commission staff. The industries involved in these law enforcement matters included, among others, health care, defense, funeral homes, supermarkets and food, chemicals, industrial applications, personal items, natural gas transmission, and cable television systems and programming. The Commission staff opened investigations of more than 50 proposed transactions.

Pre-merger Notification Program:

The Commission will ensure that its staff provides assistance to individuals and organizations subject to the Hart-Scott-Rodino Antitrust Improvements Act of 1976 (the HSR Act)—regarding the application and interpretation of the HSR Act and its implementing regulations-through oral and written communications in order to ensure voluntary compliance.

The Commission staff provided oral advice to the public in approximately 40,000 instances, including approximately 20,000 inquiries related to some aspect of transaction reportability under the HSR Act.

The Commission will ensure that its staff reviews transactions for compliance with the HSR Act reporting requirements—and performs a preliminary antitrust review of every transaction for the Merger Screening Committee—so that the Commission can investigate and, if necessary, seek to enjoin transactions that may violate Section 7 of the Clayton Act and/or Section 5 of the FTC Act.

The Commission staff reviewed 3,087 proposed transactions (10 percent more than in FY95), evaluated each filing for compliance with the HSR Act, and prepared analytical summaries of each proposed transaction. As a result, the Bureau granted 1,917 requests for early termination, and requested additional information or documentary materials with respect to 36 proposed transactions.

The Commission will develop and implement proposals to improve the HSR rules—to minimize evasion of the reporting requirements while maximizing the ease of compliance—through rule changes and formal interpretations.

The Commission adopted five new rules to exempt certain classes of transactions that do not raise antitrust concerns from the reporting and waiting period requirements of the HSR Act.

The Commission will improve efficiency in the processing and review of reported transactions through increased reliance on automated systems.

The Bureau is preparing a proposal designed to reduce the burden and cost of filing premerger notifications, and to increase staff efficiency in processing and reviewing submitted information.

The Commission will ensure that its staff conducts investigations and recommends enforcement actions— to secure civil penalties or other relief—when it appears that individuals or organizations may not have complied with HSR Act reporting requirements.

The Commission secured the payment of a record $7.65 million in civil penalties by parties to settle allegations that they did not comply with the premerger notification and waiting period requirements of the HSR Act.

STANDARD

RESULT

Horizontal Restraints Program:

The Commission will detect, investigate, and seek to prevent or remedy anticompetitive collusion or courses of action that facilitate collusion among competitors. Thus, for example, the Commission will seek to eliminate private agreements among competitors—which raise prices or lower the quality and quantity of goods and services—and to prevent businesses and professionals from engaging in collusive activities that may distort pricing mechanisms or otherwise restrain competition under the aegis of government or self-regulation.

Distributional Arrangements Program :

The Commission will seek to prevent unlawful agreements between suppliers and distributors or retailers on resale prices, to eliminate unlawful discrimination in prices and promotional opportunities, and to prevent the anticompetitive foreclosure of distributors or dealers from sources of supply or access to customers.

The Commission accepted a consent agreement for public comment settling allegations of resale maintenance by a manufacturer and certain retailers. The Commission also secured $250,000 in civil penalties to settle allegations that a firm had violated a 1979 consent order by threatening to block a competitor from acquiring retail space. In addition, the Commission dismissed six administrative complaints addressing allegations of price and promotion discrimination. The Commission staff opened more than 15 investigations, and, at the end of FY96, carried a total of more than 40 investigations, compliance matters, and projects.

Single Firm Violations Program:

The Commission will seek to prevent illegal monopolization or attempts to monopolize; to prevent the anticompetitive use of tying arrangements; and to prevent non-price predation, such as an attempt by a firm to abuse government processes to create or enhance market power.

The Commission accorded final approval to a consent order settling allegations that the respondent attempted to restrain competition through the abuse of a voluntary standard-setting process and prohibiting the respondent from enforcing certain patent rights. The Commission staff opened several new investigations; and, at the end of FY96, carried a total of more than 15 investigations and projects.

Health and Human Services (Department)

Food and Drug Administration

In partnership with grantees, delivers quality services and supports research that improves the lives of the American people.

We will:

Invite our partners to collaborate in the development of Health and Human Services program policies and procedures.

We are developing an FDA Partner Survey form, and plan to have results by July 1997.

Emphasize program outcomes rather than process.

Specific measurement criteria are being developed.

Provide prompt, courteous service and accessible information.

Specific measurement criteria are being developed.

Provide technical assistance to help our partners meet program goals.

Specific measurement criteria are being developed.

STANDARD

RESULT

Work with our partners to ensure integrity in the use of public funds.

Specific measurement criteria are being developed.

Assist our partners in developing their own standards of customer service.

Specific measurement criteria are being developed.

Office of Regulatory Affairs

Achieves effective and efficient compliance of regulated products through high-quality, science-based work that results in maximizing consumer protection.

FDA customers are entitled to fair, courteous, and professional treatment; information that is accurate and current; timely responses to requests; reasonable access to appropriate staff; assurance that regulated products in the marketplace are in compliance with FDA laws and regulations; two-way communication; opportunities for collaboration and partnerships as appropriate; participation in the agency’s decisionmaking process; and assurance that their opinions and concerns are considered by the agency.

Draft customer service standards for FDA’s Office of Regulatory Affairs and other parts of the agency have been formulated by an agency-wide Customer Service Team, based on discussions of internal focus groups, which identified FDA internal and external customers. These draft standards were seen as applying to all customers, but additional standards may be unique to one or more customer segments. The standards were then refined based on interviews with key internal and external stakeholders. They will be further revised following a customer satisfaction survey, which is currently under way, of consumers, health professionals, state government agencies, and regulated industry to determine the standard relevance and provide a baseline to measure future performance. This will occur during the remainder of 1997. From this effort, a customer service plan will be put together to ensure that the agency’s performance meets the standards. Performance measures will be put in place and results publicized through electronic and print media, including FDA’s home page on the Internet.

Housing and Urban Development (Department)

Government National Mortgage Association

Issues securities backed byFHA and VA-guaranteed mortgages to increase the supply of capital available to finance housing.

95 percent of requests for commitment authority shall be processed within 48 hours of receipt for issuers of good standing.

Specific measurement criteria are being developed.

All investor telephone calls returned within 24 hours.

Specific measurement criteria are being developed.

All investors’ written correspondence will have a response prepared for signature within 15 working days of receipt.

Specific measurement criteria are being developed.

Office of Housing - Federal Housing Administration

Mortgage Assistance

Serves partners wishing to participate in Federal Housing Administration (FHA) mortgage insurance programs.

STANDARD

RESULT

Professional staff analyzes the materials submitted and makes an acceptability determination.

This action is incorporated into our normal operations. No statistical data are available at this time.

Staff makes an on-site visit assuming availability of staffing and travel funds.

This action is incorporated into our normal operations. No statistical data are available at this time.

Field office submits recommendation for approval/disapproval to headquarters. Final decision is made by headquarters.

This action is incorporated into our normal operations. No statistical data are available at this time.

Processing time from the date of receipt of the application package to date of final approval/rejection is 45 calendar days.

Over 90 percent of applications for mortgage approval are processed within 45 days.

Section 203(k) Rehabilitation Mortgage Insurance Program provides mortgage insurance for the purchase (or refinance) and rehabilitation of single-family properties:

Processing is completed and a mortgage certificate is issued to the mortgagee within 10 days of HUD’s receipt of the closed loan.

Almost all endorsements (99 percent) are processed within 10 days.

Interior (Department)

Office of the Secretary

Interior Service Center

The Interior Service Center’s (ISC’s) mission is to serve and support our customers in accomplishing their responsibilities by providing excellent products and services to meet their administrative and operational needs.

You will be treated in a courteous and professional manner by knowledgeable employees every time you contact us.

In 1996, 85 percent of our customers rated the ISC employees courtesy and knowledge level as very good.

You will receive accurate information and quality products and services.

In 1996, 72 percent of our customers rated the accuracy of information and quality of products and services as very good.

You will receive our services and products within agreed-upon timeframes.

In 1996, 79 percent of our customers rated the timeliness of our services as very good.

Our policies, procedures, and prices will be clear and understandable.

In 1996, 43 percent of our customers rated understanding of our prices as very good.

Bureau of Land Management

Compliance and Enforcement

Enforces requirements, regulations, and laws governing leases, permits, grants, and other uses of lands and resources.

STANDARD

RESULT

You will be informed of what to expect during the application process.

According to 1995 data, 70 percent of the customers who responded were satisfied with what they were told to expect during the application process.

You will be informed of the terms and conditions of your permit or authorization.

According to 1995 data, 74 percent of the customers who responded said they were informed of the terms and conditions for their permit or authorization.

You will receive fair and consistent treatment under laws and regulations.

According to 1995 data, 54 percent of the customers who responded were satisfied that the Bureau of Land Management was ensuring fair and consistent policies.

Information Access Centers

Provides information and products at central locations.

You will be greeted and your request will be acknowledged within five minutes of your arrival.

According to 1995 data, 91 percent of the customers who responded received prompt, courteous service.

You will receive available information within 30 minutes of your in-person request.

According to 1995 data, 97 percent of the customers who responded received available information within 30 minutes of their in-person request.

We will respond to your telephone or written inquiries within five business days.

According to 1995 data, 77 percent of the customers who responded received a response to their telephone or written request within five business days.

You will receive the most current and accurate information about the public land that we have available.

According to 1995 data, 91 percent of the customers who responded said they received the most current and accurate information about the public land.

You will be able to receive information about lands and resources not managed by the Bureau of Land Management (BLM).

According to 1995 data, 80 percent of the customers who responded said they received information about lands and resources not managed by BLM.

You will have access to available information that meets the needs of customers with disabilities (information about accessible campsites, brochures in large print or Braille, etc.).

According to 1995 data, 84 percent of the customers who responded were satisfied with access to information meeting the needs of customers with disabilities.

Uses Requiring Authorization

Administers grazing permits, mineral leases, and rights-of-way that require prior written approval.

Your applications will be processed in a timely manner.

According to 1995 data, 72 percent of respondents were satisfied that the Bureau of Land Management (BLM) processed their applications in a timely manner.

Good communication will be maintained during the permitting process.

According to 1995 data, 68 percent of respondents were satisfied that BLM maintained good communication during the permitting process.

You will be informed of what to expect during the application process.

According to 1995 data, 70 percent of respondents were satisfied with what they were told to expect during the application process.

Bureau of Reclamation

Power Program

Manages, develops, and protects water and related resources in an environmentally and economically sound manner.

STANDARD

RESULT

We will always treat our customers with courtesy and respect.

Surveys of our power customers showed that customers rate our employees high in access, courtesy, dependability, knowledge, and responsiveness. 84% of the customers responding to the survey, 84 percent rated our customer service as good to excellent. In addition, customers were invited to participate on the National Performance Review (NPR) Power Management Laboratory management team and workgroups as equal partners. The Laboratory was a customer-driven initiative.

We will promptly answer our customers’ questions with accurate, objective information.

Of the Internet requests we receive, 90 percent are responded to immediately. All requests are fully researched and answered within a week. We have received many comments from the public thanking us for the courteous, timely, and appropriate answers to their questions.

We will resolve our customers’ needs through single-point contact whenever possible—our customers will not receive the runaround.

We receive many questions from customers, the general public, and school children. These questions are promptly researched and responses given, usually within two working days or less. If we cannot provide the response, we contact individuals within the Bureau who can and notify the customer of our actions. We then give the customer the name and number of the person to whom we forwarded their question.

We will provide educational information to our customers about the resources we manage, their use, and the laws and regulations governing their use.

As part of the Power Management Laboratory, we have provided briefings and presentations to a number of our power customers and business partners. Our survey showed that the customers who received information overwhelmingly believed that it is relevant, reliable, timely, and useful. Most educational information questions are requested from the Internet. These questions are answered promptly, usually within two working days or less.

We will use language that our customers can easily understand.

The electric hydropower industry is complex and unique, and the terminology used is not easily understood by the general public. Our NPR laboratory report and Benchmarking Data Book have been written to be easily understood. A glossary of terms is attached to all publications using industry terminology. We receive many questions from school children. These questions are always answered in a language that they can understand and that can be used for their papers. We have several brochures and documents that we use to provide information regarding hydropower that are specifically written for the public’s level of knowledge.

STANDARD

RESULT

We will ask for and consider our customers’ ideas about agency plans, programs, and services.

The Bureau surveyed approximately 950 customers and 950 employees to determine levels of satisfaction. Through these surveys and other outreach initiatives, Reclamation is giving its customers an opportunity to voice their thoughts, opinions, ideas, experiences, and suggestions about its power program. The NPR laboratory’s outreach plan demonstrates a progressive, responsive, and open business environment with our customers. We have conducted internal and external briefings, shared and discussed data and results, developed informational letters, encouraged constituent forums, participated in meetings and conferences, and published reports on the Internet to confirm our genuine willingness to foster cooperative partnerships with our customers and everyone who has a stake in our success. In addition, we added the following statement in the laboratory report, "We look to you, our constituents, for continued support. After you have explored this document, please provide us with your ideas on how we can improve further." We have recommended a Hydropower Partnership as a way of giving our constituents a meaningful say in our power program. We have further strengthened our partnership with the Federal Power Marketing Administrations (PMAs). We are maintaining a strong, close working relationship with the PMAs to ensure the best use and coordination of federal hydropower resources. We are partnering to provide low-cost, reliable electric power; and strive to meet the needs of all our customers and stakeholders.

We will promptly respond to our customers’ suggestions, concerns, and complaints.

From the NPR laboratory survey, we have identified our customers’ concerns. We have developed a power program supplement to our Customer Service Plan. Our plan addresses the needs of customers, partners, constituents, and stakeholders. So far, we have involved customers in our laboratory in the management team and workgroups; solicited advice and ideas from customers through direct two-way communication; identified our customers’ principal concerns; developed a public outreach program; increased our participation in industry meetings; and used electronic media, including the Internet, to share information. Our major reinvention recommendations were based on input from both our constituents and our employees. We have received—and have promptly incorporated—several suggestions on items that could be included in our Web pages. All of the regions have developed or are developing contracts for joint participation and advancement of funds with all parties having a contractual interest in specific projects.

Mineral Management Service

Offshore Minerals

Administers Outer Continental Shelf leasing program.

STANDARD

RESULT

Offshore Minerals Management Program-wide standards.

We treat our customers, partners, and Mineral Management Service staff with respect and maintain a professional attitude when dealing with them.

MMS involved affected constituents at the local level in the process for developing the Five-Year Oil and Gas Leasing Program for 1997-2002. We continued efforts to foster better communications and coordination between MMS and coastal counties in southern California and have been actively involved with outreach efforts in the Florida Panhandle. MMS launched a two-year program under which a number of offshore operators agreed to voluntarily implement a Safety and Environmental Management Program and provide data that will help to determine its effectiveness and costs.

We continually provide high-quality scientific and technical data, information, and publications.

MMS customers have access to a multitude of data from its home pages including, but not limited to, publications, scientific and technical information (e.g., Gulf of Mexico Atlas, Assessment of the Undiscovered Hydrocarbon Potential of the Nation’s Outer Continental Shelf (OCS), environmental studies data), press releases, program accomplishments, and organizational information. MMS is sharing its expertise and experience with numerous countries throughout the world (Russia, Romania, Poland, and Hungary). Lessons learned from the U.S. offshore oil and gas program have enabled other nations to develop programs that will attract private investments and/or ensure safe and environmentally sound operations.

We conduct offshore activities with a high degree of quality, integrity, and accuracy.

Several noteworthy initiatives include: the use of industry depth migration data as a tool to determine fair-market value; the use of Coastal Marine Institutes to cultivate new state-federal research partnerships on environmental and socioeconomic issues of mutual concern; sponsoring of the Pipeline Inspection Quality Improvement Team as a consensus-based decisionmaking process to provide user agencies with an analytical framework for assessing the present condition and inspection needs of offshore pipelines; and the initiation of a forum for public discussion of seismic activities on the OCS offshore Southern California.

Customer, partner, and MMS staff needs will be efficiently and effectively responded to in a timely fashion.

Accomplishments include: plain English and significantly shortened rule on unitization of leases; shorter (by 25 percent), more readable environmental impact statements; revised oil spill reporting for spills of less than one barrel. MMS has established many vehicles for customers, partners, and stakeholders to keep up continuous dialogs in the development and operation of the Offshore program; these have resulted in the development of a straightforward set of guidelines when applying for royalty relief of marginally producing wells; changes in implementation of the OCS Deep Water Royalty Relief Act; and a proposal to increase from 90 days to 180 days the time allowed between operations for an offshore natural gas and oil lease to continue beyond its primary term.

STANDARD

RESULT

Alaska Regional Public Information Office (PIO)—Pilot Project:

The buck stops here when it comes to assisting people lost and wandering in the bureaucratic maze of government.

Of those surveyed, 68 percent agreed that PIO staff willingly took responsibility to assist customers and to provide the answers or to forward the customer to the office responsible for the information; 9 percent disagreed; and 23 percent had no comment.

Walk-in customers have priority and will be promptly acknowledged and assisted as soon as possible.

Of those surveyed, 75 percent stated that they were always promptly and courteously assisted when using the PIO; 4 percent disagreed; and 26 percent had no comment.

All information will be current and correct. Staff will find the answer or find a more knowledgeable person to assist. We will never guess.

Of those surveyed, 66 percent agreed that the information provided was accurate and current, and that questions out of the scope of the PIO were forwarded to specialists; 8 percent disagreed; and 22 percent had no comment.

Not all questions have answers. If the answer can’t be found, that fact will be reported to the customer.

Of those surveyed, 68 percent agreed that PIO staff willingly took responsibility to assist customers and to provide the answers or to forward the customer to the office responsible for the information; 9 percent disagreed; and 23 percent had no comment.

Customers are never sent to another office or agency cold. Staff will check to ensure the office is the correct one and also that the contact person is available.

Of those surveyed, 68 percent agreed that PIO staff willingly took responsibility to assist customers and to provide the answers or to forward the customer to the office responsible for the information; 9 percent disagreed; and 23 percent had no comment.

Before leaving, all customers will be asked, "Does this completely answer your question?"

No data, but considering how positive our survey results are, we feel that very few customers leave the Alaska Regional PIO without having either the correct answer(s) or the name and address of an individual or office that will be able to help them.

The Gulf of Mexico Public Information Office—Pilot Project:

When you enter our office, you will be promptly acknowledged.

Promptness of service was rated as "good" or "excellent" by 92 percent of customers.

We will be sensitive to your information needs.

Ninety-three percent of customers commented that the information needed was provided.

You can expect to be treated with courtesy at all times.

Staff was rated 97 percent in courtesy by customers.

We will make a sincere effort to provide you with information in a timely manner.

No rating.

We will strive to accurately respond to your request.

No rating.

Pacific Regional Public Information Office—Pilot Project:

We will consistently provide exceptional customer service; public information customer requests are our first priority. We define exceptional as courteous, prompt, respectful, and innovative.

We monitor the toll-free 1- 800 number a minimum of every four business hours. We return telephone messages left at this number within 24 to 48 business hours.

We will strive to accurately provide you with the information you request, and to assist you in defining your research needs.

Since October 1996, the Technical Information Specialist has proved so successful in meeting customer needs and providing service that she has received, to date, approximately 20 personalized "thank yous," where the requestor has called back to comment on the excellence of the service received. Additionally, between December and January, the Technical Information Specialist received four written "thank yous."

STANDARD

RESULT

We commit to respond to your requests within a maximum of 48 business hours.

MMS Royalty Management Program

Office of Indian Royalty Assistance

Handles all mineral revenue functions for federal and Indian lands.

Separate standards for the Oklahoma City, Farmingtons,New Mexico, Pilot Project; and Northern Offices no longer exist. These have been combined into a single set of standards to ensure consistent service to all Indian customers.

We will greet you in a courteous manner, listen to you, and provide efficient and professional service every time you contact us.

The Office of Indian Royalty Assistance (OIRA) holds semiannual meetings for managers and analysts. A regular agenda item at these meetings is an Indian culture and awareness training program, led by a native American from the area. These sessions have enabled the staff to remain sensitive to the differing customs of our clientele. These types of sessions are also being offered to all Royalty Management Program employees to raise their awareness of Indian issues. Responses to surveys regarding OIRA customer service efforts have been extremely favorable. Of the 37 responses received for FY96, all indicated that we were doing an excellent job of satisfying our customers.

We will work with you to meet your needs while complying with existing laws, regulations, and policies.

In response to customer requests, we have structured outreach sessions to include training on the various aspects of oil and gas leasing, including how lands are selected for leasing, how the Department verifies proper reporting and payment, and how the payments are made to the individual Indian mineral owners.

We will promptly research, investigate, and answer your question or concern. If we are unable to give you an answer on the spot, we will: (1) keep you posted on our progress until your question or concern is resolved; (2) not send you to another office, unless absolutely necessary; and (3) assist you in contacting the proper party for resolution.

Of the 868 problems closed out in FY96, over one-third (311) were closed the same day; and over 60 percent (537, including the 311) were closed out within a month.

We will work continuously to streamline and improve our services. We appreciate your comments and suggestions. Feel free to use our comment cards or see the office manager.

During FY96, all OIRA analysts attended train-the-trainer sessions held in Tulsa, Farmington, and Billings. These sessions were designed to improve presentation skills and delivery of information to Indian minerals’ owners.

We will make an extra effort to be available to you. If you cannot come to our office, you may call our toll-free telephone numbers, or we will meet with you at a more convenient location at your request.

OIRA schedules outreach sessions at various locations throughout Indian country. These meetings, publicized in advance, have occurred at tribal offices, Bureau of Indian Affairs offices, and local chapter houses or meeting rooms. OIRA held a total of 75 such meetings with allottees in FY96, and had an additional 25 meetings with tribes.

National Biological Service

Provides biological and ecological information to both the public and private sectors.

STANDARD

RESULT

Standard: To meet our partners’ and clients’ expectations so that more than 80 percent of them report they are satisfied or very satisfied with the following attributes of each National Biological Service product or service.

Timeliness:

Requests for information, assistance and technology that already exist (not requiring additional research) are met promptly.

Survey data indicate that this standard was achieved or exceeded for all NBS products and services.

Relevance—the scientific or technical information provided to partners and clients is reliable and meets their needs for the purpose requested.

Survey data indicate that this standard was achieved or exceeded for all NBS products and services.

Ease of use—the information, technology, training, or technical assistance is easy to use by the target user.

Survey data indicate that this standard was achieved or exceeded for all NBS products and services.

Overall usefulness—the balance of timeliness, relevance, and ease of use results in the product or service achieving a high level of overall ability to the partner or client.

Survey data indicate that this standard was achieved or exceeded for all NBS products and services.

 

Success in meeting the standard for these attributes was measured by inviting partners and clients to voluntarily rate and comment on NBS products and services. Responses are summarized and reported annually and used in pursuit of constant improvement.

As of October 1,1996, the National Biological Service became the Biological Resources Division of U.S. Geological Survey.

Office of Surface Mining

Ensures that coal mines are operated in a manner that protects citizens and the environment, and that abandoned mine lands are restored to productive use.

Financial management:

OSM -1 forms will be mailed out 30 days prior to the due date.

Of all reporting entities, 98 percent (15,078 of 15,362) received OSM-1 forms 30 days prior to the due date.

Reclamation Fee correspondence will be responded to within seven days, and telephone inquiries answered within one day.

Of all correspondence, 99 percent (1,956 of 1,980) met the seven-day standard; 96 percent (4,512 of 4,680) of all telephone inquiries were answered within one day.

Refunds will be processed within one month of receipt.

Of all refunds, 85 percent (76 of 89) were processed within the one-month standard.

STANDARD

RESULT

Technology development and transfer:

We will provide technical assistance through timely and high-quality technical training in areas related to SMCRA. The training will result in the increased ability of regulatory and reclamation personnel to meet their duties and responsibilities in a more informed, efficient, and effective manner.

Four hundred and fifty-six participants attended 26 sessions of 13 different technical training courses. The Office of Surface Mining (OSM) is awaiting information collection clearance for follow-up evaluations that will be sent to students and their supervisors three months after classes. The evaluations will ask if knowledge and skills acquired at courses assist students in performing their work more efficiently and effectively.

We will identify customer needs and provide opportunities for customer input into program curriculum; consumers will be able to participate directly in program implementation by serving on course design and presentation teams.

All state, tribal, and OSM offices were surveyed for their technical training needs. Nine courses were revised and updated and four new Abandoned Mine Land courses were developed as a result.

We will increase usage of the Technical Information Processing System (TIPS).

TIPS usage has increased by 83 percent in the past year. Training of state/federal/tribal employees will enhance further usage.

Each office will document a public outreach effort and its impact on decisionmaking in each state during the evaluation year.

OSM conducted a number of meetings to provide its customers/stakeholders with input into regulatory issues, policies, and procedures affecting regulatory activities, annual workplans, performance agreements, and responses to citizen complaints. Numerous other meetings were held to discuss industry issues, permit decisions, and technical issues.

We will make sound environmental decisions by applying engineering and scientific principles with computers in areas of data entry, analysis, validation, storage, transfer, and problem solving with accepted and appropriate software models or applications.

Systems, such as TIPS, are now being used by all mine teams, which has led to an increase in the number of permits submitted electronically to states.

We will ensure that a framework exists between OSM and its customers within which existing technical problems can be raised, evaluated, and resolved. Open discussion and evaluation in an atmosphere conducive to learning and applying the latest technical research and solutions available will be encouraged.

OSM is jointly working with states on problem-solving teams to address issues in order to improve program implementation. A number of these teams include industry representatives, environmental groups, and private citizens.

Through the Western Regional Technical Team Meetings and monthly conference calls, feedback will be solicited and followed to ensure customer satisfaction. We will provide early identification of technical assistance needs and provide prompt response to requests for customer satisfaction.

As a matter of business, monthly conference calls have been taking place; as a result, 20 issues have been prioritized.

We will conduct workshops and interactive technical forums to facilitate the sharing of experiences and raising issues for the resolution of specific Title IV and V environmental issues involving all stakeholders (states, tribal, industry representatives, citizens, and OSM).

OSM is currently developing a workshop/forum for citizens’ groups through the state regulatory authority.

We will establish workgroups to identify and recommend solutions to technical problems where potential environment damage or non-achievement of SMCRA goals is in question. We will resolve long- standing issues/problems leading to successful reclamation and full SMCRA compliance.

OSM’s regional offices provide technical assistance to states in resolving difficult technical issues.

At OSM’s mine map repository, each scheduled visitor will be provided prompt and courteous service.

All visitors were provided with prompt and courteous service.

STANDARD

RESULT

At OSM’s mine map repository, letter and fax requests will be answered within one working day, except for requests requiring extensive research and mass reproduction of mine maps.

OSM answered all requests within the required timeframe.

At OSM’s mine map repository, requested site locations will be provided within 90 minutes of any inquiry.

OSM provided 90-minute response times on 80 percent of the 347 requests for assistance received in FY96.

At OSM’s mine map repository, materials will be available to help identify and easily locate underground mine sites.

OSM provided assistance to all customers in identifying locations on the underground mine maps.

Justice (Department)

Antitrust Division

Enforces the nation’s antitrust laws.

First and foremost, you can expect us to continue aggressively to enforce the antitrust laws. You can expect us to challenge criminal violations and anticompetitive mergers as vigorously as we have in the past, while substantially increasing civil non-merger enforcement and enforcement involving international conduct.

In FY96, the Division filed 42 criminal cases, eight involving foreign defendants: 31 corporations and 19 individuals were convicted and ordered to pay nearly $27 million in fines and/or sentenced to jail. Twenty civil non-merger cases were filed and 30 merger cases were successfully resolved.

We will remain active in providing you with information concerning our antitrust enforcement policies.

"Antitrust Enforcement Guidelines for International Operations" and "Antitrust Guidelines for Licensing of Intellectual Property" were issued in April 1995. "Digest of Business Reviews—-1994 and 1995 Annual Supplements" was issued in February 1996 and "Statements of Enforcement Policy and Analytical Principles Relating to Health Care and Antitrust" was issued in August 1996.

We will do our best to reduce the amount of time it takes us to provide statements of enforcement intentions with respect to proposed conduct under our business review procedure. Initially, we are setting specific performance goals in two areas: (1) business review requests involving proposals to form joint ventures or to collect and disseminate business information, and (2) requests involving health care matters.

In 1996, the Antitrust Division issued 24 business review letters; 16 related to health care issues; and eight that were not health care related.

We will promptly address the concerns of persons who believe that they have been the victim of an antitrust violation. When you call us, we will try and put you in touch immediately with an attorney who can help you. If no one is immediately available, we will take your name, phone number, and information about your complaint and have an attorney call you back as soon as possible.

In 1996, same day responses were provided to the majority of the nearly 900 customer inquiries/requests/complaints of possible anti-competitive conduct received via Internet, phone hotline, direct contact, and field offices. Follow- up usually occurred within 24 to 48 hours.

STANDARD

RESULT

We will make readily available to you copies of public Division documents such as speeches, guidelines, policy statements, information pamphlets, filed criminal indictments, civil complaints, press releases, and business review letters and digests. Requests for reasonable amounts of information will be filled, at our expense, within 48 hours of receipt. (If you make a request for information that we do not ordinarily maintain or request a very large amount of information, you may be required to file a request under the Freedom of Information Act.) We can send most information by first class mail or by fax at our expense, or we can arrange to have it sent by Federal Express or by messenger at your expense.

In 1996, the Division’s Legal Procedures Unit handled 6,705 requests for public Antitrust Division documents. Approximately 95 percent of these requests were handled within 48 hours at no cost to the requestors.

U.S. Trustee Program

Supervises the administration of bankruptcy cases.

As a debtor in a bankruptcy proceeding, you should expect the following from the U.S. Trustee Office in your area:

Appointment within five days of filing your bankruptcy petition of a Chapter 7, 12, or 13 trustee whose performance is evaluated periodically for adherence to basic standards of accountability.

Customers have not yet been surveyed.

Receipt of specific guidelines that outline your requirements for continued operation during the life of your Chapter 11 bankruptcy.

Customers have not yet been surveyed.

A personal or telephonic meeting with a U.S. Trustee Program representative shortly after the filing of your Chapter 11 case to discuss your plans for reorganization.

Customers have not yet been surveyed.

Review of your Chapter 7 trustee every six months to ensure that your case is being administered properly and in a timely manner.

Customers have not yet been surveyed.

Monthly review of your Chapter 12 or 13 trustee’s operating reports and bank account information to ensure proper handling of all funds.

Customers have not yet been surveyed.

Review of final reports in your Chapter 7 no asset case within 30 days of receipt to enable closing of your case by the bankruptcy court.

Customers have not yet been surveyed.

Review of your Chapter 7 asset or Chapter 12 or 13 trustee’s final report within 60 days of receipt to ensure proper disbursement of all assets.

Customers have not yet been surveyed.

Assurance that your bankruptcy case will be administered as quickly as possible.

Customers have not yet been surveyed.

Response to a complaint or inquiry within two weeks.

Customers have not yet been surveyed.

STANDARD

RESULT

As a creditor in a bankruptcy proceeding, you should expect the following from the U.S. Trustee Office:

Assurance that a meeting of creditors will be held within 20 to 60 days after a bankruptcy petition has been filed.

Customers have not yet been surveyed.

Appointment of committees of unsecured creditors as soon as practicable after the filing of a Chapter 11 bankruptcy petition.

Customers have not yet been surveyed.

Motion to convert a Chapter 11 case or dismiss a Chapter 7 or 11 case in the event the documents necessary for case administration are not filed by the debtor within the established deadlines.

Customers have not yet been surveyed.

Objection to the appointment of any professional (accountant, appraiser, attorney, auctioneer, etc.) in a Chapter 7 or 11 case who is not disinterested or conflict-free.

Customers have not yet been surveyed.

Assurance that sales of assets are properly noticed to parties in interest.

Customers have not yet been surveyed.

Review by a U.S. Trustee Program representative of the fee applications filed by professionals in a Chapter 7 or 11 case.

Customers have not yet been surveyed.

Review of Chapter 7 trustee’s final distribution reports within 30 days of receipt to ensure that all funds from the bankruptcy estate are distributed.

Customers have not yet been surveyed.

Assurance that the debtor’s bankruptcy case will be administered as quickly as possible and that the appropriate funds will be dispersed as soon as practicable.

Customers have not yet been surveyed.

Response to a complaint or inquiry within two weeks.

Customers have not yet been surveyed.

Labor (Department)

Bureau of Labor Statistics

Develops and provides economic and other statistical data on labor.

The Bureau of Labor Statistics (BLS) pledges the following to our customers:

We will let you know in advance when we will release our data. We will meet our release dates as published.

All release dates were met except for those affected by the federal government shutdown.

We will be available when you need us. Electronic access and 24-hour recorded messages are available for your most requested information. Information specialists are available during business hours.

All of the listed data sources were improved during this year. An automated fax system was made operational in the national and regional offices by May 1996. This system enables customers to obtain paper copies of BLS information, seven days a week, 24 hours a day. Each month the BLS Web site is accessed more than 500,000 times, a tenfold increase over 1995 usage. The site was enhanced with additional background information and more formatted tables. The Customer Service Guide was updated to make users aware of the new fax system, our expanded Web site, and our 1996 data release dates.

STANDARD

RESULT

We will distribute data in the form that fits your needs as resources allow. Available formats include Internet, fax on request, TDD, and print materials such as news releases, reports, bulletins, brochures, and flyers. Some very large data files are also available on CD-ROM and magnetic tape.

All of the listed data formats were available. Through each of our data dissemination systems, we are working to make customers aware of the other ways they can access our data. For example, our press releases include our Web site address.

We will provide you with the name and phone number of a person who can meet your data needs. Our Customer Service Guide includes the names of BLS subject matter specialists. If you ask something we cannot answer, BLS will refer you to someone who can. We want to make your information search as fast and direct as possible.

The BLS continuous customer service survey provides annual measurements of customer satisfaction with various service aspects, including our responsiveness to customer needs. For the over 1,200 surveys returned in 1995-1996, 93 percent and 95 percent of respondents, respectively, rated ease of contacting someone and promptness of responses as good or very good.

The updated BLS Customer Service Guide includes more contacts for referral, inside and outside of BLS.

We will help you understand the uses and limits of our products. Call us with any questions you have.

In our continuous customer service survey, 98 percent of the respondents rated the clarity of our explanations as clear or very clear.

We want to meet your needs. If you have comments on our specific products, please call with your suggestions.

In our continuous customer survey, 98 percent of the respondents rated their overall satisfaction with our customer service as satisfied or very satisfied.

Employment Standards Administration

Wage and Hour Division

Enforcement

Enforces labor standards laws protecting workers.

If you contact us with a question, you can expect:

A clear and knowledgeable response to your question.

In a survey in 1996 of 1,048 individuals who had contacted Wage and Hour District offices by telephone, 83.2 percent of respondents said that answers received were very clear or clear; 78.9 percent referred to another agency said that they received a helpful referral; 80.8 percent of the respondents said their treatment was most courteous or courteous.

Understandable explanations of our enforcement process and your responsibilities.

In a nationwide survey conducted in 1996, 73.1 percent of employers who had been audited by us said that Wage and Hour had done a good or very good job of keeping them informed of progress during the investigation. This is an improvement of 16 percent over the results of a 1994 survey of employers. In the same 1996 survey, 77.9 percent of the respondents said that we had done a good or very good job at providing an adequate explanation of investigation results. This is an improvement of about 12 percent over 1994 results.

Cooperation in minimizing interruptions to your business operations, including the completion of our business as quickly as possible.

In the 1996 survey results, 77.4 percent of the respondents said that we had done a good or very good job at imposing a low burden on their daily operations during the investigation. This is an improvement of 28 percent over 1994 survey results. In the 1996 survey, 80.8 percent of the respondents said that we had done a good or very good job at handling the audit in a timely manner. This is an improvement of 9 percent over 1994.

Office of Workers Compensation Programs: Division Of Longshore and Harbor Workers’ Compensation

Provides medical benefits, compensation for lost wages, and rehabilitation services to employees who are injured during the course of employment or contract an occupational disease related to employment.

STANDARD

RESULT

Our program is committed to provide our customers with the following services:

Ensure that your employer provides prompt medical attention to you, and ensure that your treatment is provided by a physician that you select.

The agency established a specific performance measure and conducted a survey of its customers that revealed the standard was not met. The agency addressed a corrective action in its Customer Service Improvement Plan. The agency issued an industry notice and provided technical assistance seminars to employers and carriers instructing them in their responsibilities on medical care and employee free choice of physician. District offices now inform injured employees of their right to choice of a physician when the injury report is filed. A follow-up customer survey showed significant improvement in customer satisfaction.

Ensure that your employer/insurance carrier promptly pays initial compensation benefits due to you.

The agency established a specific performance measure and conducted a survey of tis customers that revealed the standard was not met. The agency addressed a corrective action in its Customer Service Improvement Plan. The agency issued a notice to employers/insurance carriers emphasizing the need for prompt payment in disability claims, and instructed field offices to emphasize this in all technical assistance training programs conducted for employers/carriers. A follow-up customer survey showed the number of injured workers who said they were paid initial compensation promptly increased significantly. The standard has been met.

Address all issues in dispute when an informal conference is conducted. Make specific written recommendations on these issues within 10 days of this conference.

The results of the survey were made available to all field offices, and management stressed its commitment to improving customer service. A follow-up survey showed a dramatic improvement in customer satisfaction with the informal conference recommendation which increased from 41 percent to 77 percent.

Ensure that all correspondence submitted to you by Department of Labor personnel is easy to understand.

The agency established performance measures and conducted survey. The standard was met in the initial survey and improved upon during the follow-up survey.

Respond to all communications from you in a courteous and professional manner.

The agency established performance measures and conducted survey. The standard was met in the initial survey and improved upon during the follow-up survey.

Office of Federal Contract Compliance Programs

Conducts compliance reviews and complaint investigations.

If you are an applicant or employee filing a discrimination complaint, you can expect the Office of Federal Contract Compliance Programs (OFCCP) to:

Thoroughly explain the complaint investigation process under OFCCP’s regulations.

Survey was completed and results are being analyzed.

Be an impartial third party in an effort to resolve your complaint.

Survey was completed and results are being analyzed.

STANDARD

RESULT

Assign, in a timely fashion, a compliance officer to your case who will interview you, answer all questions pertinent to your complaint, and keep you advised of our progress in conducting the investigation.

Survey was completed and results are being analyzed.

Resolve your complaint in a timely manner.

Survey was completed and results are being analyzed.

Give you reasonable time to provide and explain your supporting documentation and adequate notification of any additional information needed.

Previous survey results indicated that these are problem areas. The program’s Federal Contract Compliance Manual is being revised to address these issues.

Provide you with an opportunity to discuss OFCCP’s findings prior to the conclusion of the investigation and an opportunity to provide additional information to support your complaint.

Previous survey results indicated that these are problem areas. The program’s Federal Contract Compliance Manual is being revised to address these issues.

If you are a federal contractor, you can expect OFCCP to:

Provide technical assistance at your request, widely disseminate policy interpretations and publications, and answer questions regarding OFCCP’s compliance activities.

Customer survey results indicated a high degree of satisfaction with this element.

Explain why your facility was selected for review.

Customer survey results indicated a high degree of satisfaction with this element.

Explain the purpose of the review, describe the compliance review, describe the compliance review process, and identify actions that you need to take to comply with our regulations.

Customer survey results indicated a high degree of satisfaction with this element.

Fully consider your position and explanations during the conciliation process.

Customer survey results indicated a high degree of satisfaction with this element.

Be respectful and professional during compliance reviews.

Customer survey results indicated a high degree of satisfaction with this element.

Mine Safety and Health Administration

Manages mine safety program.

Mandatory complete mine inspections:

We will conduct complete inspections at all available underground mines four times a year and at all available surface mines two times a year.

IN FY96, the agency completed 6,959 regular inspections a coal mines and 13,366 inspections at metal and nonmetal mines.

We will examine our mandatory regular inspection process to insure the quality, flexibility, and consistency of our enforcement process.

The agency met this standard.

STANDARD

RESULT

Other mandatory inspections and investigations:

We will complete other mandatory inspections and investigations as provided for in the Mine Act, including initiating investigations of all miners’ complaints of safety or health hazards normally within 24 hours, and initiating investigations of written complaints of discrimination within 15 days of receipt. If you believe that a safety or health hazard exists at your mine, you can call the Mine Safety and Health Administration (MSHA) toll-free at 1-800-746-1554—you do not need to give your name.

The agency met this standard. A 24-hour 1-800 telephone number for customers to call and report violations was established.

Quality and delivery of training products and materials to the customer:

We will emphasize mine-specific and on-site miner training when we evaluate proposals to provide training to miners from state mining departments and others (MSHA State Grants Program).

The agency has met this standard. State grantees provide regular on-site training focusing on current accidents trends and mandated safety and health training.

Communication between MSHA and the customer:

We will hold rulemaking hearings and topical health and safety conferences to provide forums for open discussion of health and safety concerns.

The agency met this standard. Five Secretarial Advisory Committee meetings were held to discuss rulemaking. MSHA held two informal public meetings on the newly promulgated ventilation regulations in each of its 11 districts. MSHA conducted several outreach programs and focus groups.

We will consistently hold these events in the mining regions.

The agency met this standard.

We will work with state and local institutions and associations to provide miners with useful, understandable information about mining health and safety.

The agency met this standard.

Occupational Safety and Health Administration

Helps make the American workplace as safe and healthful as possible.

Employees can expect OSHA to:

Promote their participation in the development and implementation of worksite safety and health programs and in OSHA interventions such as inspections and onsite consultations.

In FY96, the 20,000 employers who requested and received consultation visits (provided by OSHA through the states) were assisted in improving the degree and nature of employee involvement in their worksite safety and health programs. In addition, in order to qualify for a focused inspection, a reduction in penalties, or OSHA’s partnership programs, employers must demonstrate that employees participate in their company safety and health activities."

Respond promptly to their requests for correction of serious hazards at their workplaces.

The median time it takes to resolve employee complaints about unsafe working conditions has been cut by 31 percent—from 61 days in 1994 to 42 days in 1996. The median time it takes OSHA to respond to complaints handled by phone and fax has been cut 86 percent--from 7 days in 1994 to 1 day in 1996.

STANDARD

RESULT

Advise them of their safety and health rights and responsibilities, and complete within 90 days investigations of charges of employer discrimination against employees for activities involving exercise of those rights.

Last year, 62 OSHA investigators completed nearly 2,400 whistleblower protection cases and succeeded in getting favorable settlements for employees in 20 percent of those cases. In the first quarter of FY97, one region (San Francisco) met the 100 percent goal of completing whistleblower cases within 90 days. New York had 98 percent, Denver had 85 percent, and Philadelphia had 82 percent completion rates.

Employers can expect OSHA to:

Help them identify and control workplace hazards by offering a choice between partnership and traditional enforcement.

Cooperative Compliance Programs are under development in all 29 federal OSHA states.

Focus OSHA inspections on the most serious hazards in the most dangerous workplaces.

In FY96, more than 60 percent of OSHA’s programmed inspections in general industry (agency-initiated inspections targeted to high-risk industries and worksites) resulted in correction of serious hazards. OSHA conducted 1,018 focused construction inspections in FY96, up 8.5 percent from the previous year when the focused inspection program began.

Be respectful and professional.

Area office customer surveys indicate a high level of satisfaction with the conduct and professionalism of OSHA’s frontline employees.

Pension and Welfare Benefits Administration

Educates and assists members of the employee benefit community for the purpose of promoting voluntary compliance and facilitating self- regulation and of providing quality assistance to plan participants and beneficiaries.

Direct assistance to the public: Our goal in providing direct assistance is to raise the knowledge level of participants and beneficiaries, service providers, and other interested parties and to ensure that they have access to available plan documents. This enables participants to better understand and exercise their rights under the law and, when possible, recover any benefits to which they may be entitled. This also allows practitioners the opportunity to better understand and comply with the law.

If you telephone our office, you can expect:

A friendly, courteous voice.

Of those surveyed, 96 percent felt they were treated in a courteous manner.

A return call no later than the end of the next business day.

Almost all (96.8 percent) of callers received a return call on or before the end of the next business day.

If you write our office you can expect:

A reply within 30 days after we receive your letter.

Of those who wrote the Pension and Welfare Benefits Administration (PWBA), 86 percent were given a response within 30 days.

A clear, easy-to-understand response.

Of those surveyed, 82 percent stated that they understood the response they received.

You will always receive straightforward information on how the law applies to your circumstances, information on options that may be available, respect for your privacy, and the name of our employee assisting you.

Specific measurement criteria are being developed.

STANDARD

RESULT

Complaints involving alleged violations of ERISA also are handled by our national and field office technical assistance staff and investigators.

Complainants can expect a prompt and courteous response from our staff. While we cannot ensure that every complaint will result in an investigation, at the conclusion of enforcement activity, if requested, we will furnish the complainant with an understandable explanation of the outcome of our review and investigation.

Specific measurement criteria are being developed.

Document requests:

Requests for documents are handled by the PWBA Public Disclosure Room. Our employees are available during regular office hours to process your requests. You should expect your request to be handled in a timely, courteous, and proficient manner.

Specific measurement criteria are being developed.

Our policy is to fill all requests for summary plan descriptions within 10 days and for Form 5500s within five days.

Specific measurement criteria are being developed.

All large special requests will be acknowledged within five working days. At that time, our staff will provide an estimated date for completion and will keep you apprised of any problems arising during the processing stage.

Specific measurement criteria are being developed.

All requests for documents submitted under the Freedom of Information Act will be filled or acknowledged within 10 days after receipt by the disclosure officer.

Specific measurement criteria are being developed.

All document requests will be processed on a "first-come-first-served" basis. We will inform requestors of any backlog.

Specific measurement criteria are being developed.

National Aeronautics and Space Administration

Aeronautics and Space Transportation Technologies Enterprise

Aggressively pursues the identification, development, validation, transfer, application, and commercialization of aeronautics technologies.

We commit:

To meet all major milestones on schedule and cost more than 95 percent of the time.

This standard is still applicable and is being met.

To ensure that we are managing our aeronautics program to accomplish our vision and mission.

This standard is still applicable and is being met.

Human Exploration and Development of Space Enterprise (HEDS)

Pioneers the development and use of human development in space explorations.

STANDARD

RESULT

NASA will provide its current and prospective customers with credible, reliable, and responsible information and services.

This standard is being reassessed and revised.

NASA will communicate clearly how our customers can participate in the Human Exploration and Development of Space Enterprise (HEDS) so that the customers understand the processes and can communicate their requirements and expectations back to NASA.

This standard is being reassessed and revised.

NASA will increase the number of research and development partnerships with industry and academic institutions.

This standard is being reassessed and revised.

NASA will use the latest computer and information systems technology to improve public awareness of NASA technologies, expertise, and facilities.

This standard is being reassessed and revised.

NASA will encourage multicultural participation in all aspects of NASA and HEDS activities.

This standard is being reassessed and revised.

NASA will emphasize opportunities for small and disadvantaged businesses and historically black colleges and universities to participate in HEDS-related initiatives.

This standard is being reassessed and revised.

In the near term, NASA and HEDS are committed to:

Safely fly an average of six to eight shuttle flights a year.

This standard is being met.

Conduct six robotic solar system missions supporting HEDS prior to 2000.

This standard is appropriate and remains valid. Progress is being made toward its achievement.

Provide approximately 500 cubic feet per year of on-orbit experiment volume for crew-tended space research and development.

This standard is being met.

Provide approximately 120 cubic feet per year of on-orbit experiment volume for commercial initiatives.

This standard is being met.

Develop and maintain a space station with continuous human presence by 1998.

This standard is appropriate and remains valid. Progress is being made toward its achievement.

Provide approximately 1,800 cubic feet of experiment volume for space research, development, and commercialization after the space station is completed in 2002.

This standard is appropriate and remains valid. Progress is being made toward its achievement.

Accelerate the timetable to conduct space research by a factor of two in the space station timeframe.

This standard is being reassessed and revised.

Space Technology Enterprise

Pioneers, with industry, the development and use of space technologies to secure national economic competitiveness and to support space missions.

STANDARD

RESULT

We will:

Conduct periodic workshops with industry participants to discuss the issues and implications of commercial technology policy.

This standard is being reassessed and revised.

Implement new commercial technology practices related to: (1) contractor-developed technology commercialization, (2) industry-technology development partnerships. (3) dual-use technology development, (4) commercial technology acquisition, (5) small business technology development and commercialization, (6) regional alliances, and (7) post-technology development diffusion.

This standard is being reassessed and revised.

Intensify commercial technology efforts by implementing an integrated industry-focused marketing plan emphasizing the commercial potential of NASA-supported technology.

This standard is being reassessed and revised.

Establish metrics to manage all of NASA’s collaboration with industry.

This standard is being reassessed and revised.

Provide training to employees, contractors, and grantees to enhance their understanding of the national context of technology commercialization and equip them with the skills needed to support the mission.

This standard is being reassessed and revised.

Use an electronic network to connect and manage all field and headquarters technology professionals and to take advantage of the benefits of electronic commerce.

This standard is being reassessed and revised.

Ensure that we are managing our aeronautics program to accomplish our vision and mission.

This standard is being reassessed and revised.

National Mediation Board

Assists in maintaining a free flow of commerce in the railroad and airline industries by resolving disputes that could disrupt travel or imperil the economy.

At a minimum, the National Mediation Board (NMB) commits to provide its customers with services that meet or exceed the following standards:

Mediation applications will be responded to within three business days following their receipt by NMB.

The average time between receipt of an application and an NMB response is 0.39 business days.

A mediator will be assigned within 14 calendar days following docketing of a mediation case.

The cumulative average assignment time has dropped to 1.3 business days, an 81 percent reduction.

The assigned mediator will make an initial contact with the parties within seven calendar days following assignment to the mediation case.

The NMB response time in this area has been reduced by 83 percent to an average of less than four-tenths of a day.

STANDARD

RESULT

The first mediation conference will be scheduled to take place within 25 calendar days following the mediator’s assignment.

Reportable data are not currently available.

Subsequent mediation conferences will be scheduled to take place within 40 calendar days following the preceding conference.

Reportable data are not currently available.

You can expect our staff to meet the following standards:

All NMB mediators will have received training on innovative/enhanced mediation approaches prior to the end of FY97.

Reportable data are not currently available.

Representation and mediation applications will be responded to within three business days following their receipt by NMB.

The average time between the receipt of mediation application and an NMB response is 0.39 business days, down from 2.4 calendar days in FY94.

An NMB investigator will be assigned to investigate representation cases within five business days of docketing.

The average time between docketing and assigning an investigator was 1.33 business days.

At least 90 percent of representation cases not involving a participant’s request for Board-level action will be completed within 90 calendar days of docketing.

Completion time for representation cases not involving requests for Board-level action averaged 83.0 calendar days.

In at least 90 percent of representation cases involving a participant’s request for Board-level action, NMB staff will submit a recommendation to the Board within 180 calendar days of docketing and the Board will respond within an additional 30 calendar days.

Staff recommendations have been submitted to the Board in an average of 89.77 calendar days following docketing. The Board has responded to the recommendations in an average of 5.5 calendar days. All staff recommendations and Board responses have been completed within the 180- day and 30-day goals.

An updated NMB Representation Manual will be made available to the public during FY97.

Reportable data are not currently available.

At least two training/orientation opportunities will be made available to the parties by the end of FY97 regarding methods to reduce the volume of railroad grievance cases pending resolution.

Reportable data are not currently available.

Arbitrators compensated by NMB will be sent their payment within 14 days following NMB’s receipt of an appropriate voucher.

On average, arbitrators were sent checks 9.59 calendar days after the receipt of a completed voucher.

Pension Benefit Guaranty Corporation

Protects participants’ pension benefits and supports a healthy retirement system.

STANDARD

RESULT

For plan administrators, this is our pledge to you:

We will mail the PBGC Package seven months in advance of each plan’s filing due date.

Standard met, beginning with the 1996 PBGC-1 Package.

We will return your phone call within 24 hours. If we cannot immediately resolve the issue you called about, we will tell you when you can expect it to be resolved, and we will give you the name and number of the responsible person.

The initial customer survey, to be conducted in the summer of 1997, will provide baseline data for this standard.

When you ask for reconsideration of the imposition of a premium penalty, we will acknowledge receipt of your request within one week. We will tell you when to expect a response and include the name and number of a contact person.

The initial customer survey, to conducted in the summer of 1997, will provide baseline data for this standard.

We will designate a Problem Resolution Officer to serve as the focal point for complaints from premium payers and their representatives.

The Problem Resolution Officer has been designated and can be reached by phone, (202) 326-4136, or by e-mail, premiums.pro @pbgc.gov.

Securities and Exchange Commission

Protects investors through enforcement of the federal securities laws and oversight and regulation of the securities markets.

The Securities and Exchange Commission’s (SEC’s) commitment to customers:

SEC will provide courteous, timely, and responsive answers to all customers.

Providing courteous, timely, and responsive answers to customers is a critical element in the performance evaluations of SEC employees. SEC supervisors review employee performance to ensure these standards are met. SEC uses a customer survey to obtain feedback on the quality of service the public is receiving.

SEC will make full use of an electronic bulletin board, a toll-free consumer hotline (available 24 hours a day), and an Information Line in the headquarters Public Reference Room to provide information and enable the public to make requests for certain services.

SEC has a Web site, a toll-free consumer hotline, and an information line in the headquarters Public Reference Room which provide users access to agency news releases and announcements; filings by issuers; information on investing wisely; and electronic mailboxes for filing complaints, requesting information, and submitting comments on rulemaking.

SEC publications will be mailed out and telephone calls returned within 24 hours of investor request via toll-free consumer hotline.

SEC has a system in place to ensure that publications are mailed within 24 hours of customer contact when in stock and requested Sunday through close of business Friday. The agency has a system in place to respond to telephone calls for assistance within 24 hours of customer contact.

SEC will provide information in plain English to investors and filers and will encourage the securities industry to do the same.

All of SEC’s informational publications produced since 1995 are in plain English. SEC is distributing a draft plain English handbook to assist filers in creating clear disclosure documents. The agency’s staff are working with the securities industry and filers to provide guidance on how to produce plain English documents.

Staff of SEC’s public reference rooms will assist investors and others in locating and obtaining information and in using the agency’s electronic filing system (EDGAR).

SEC is considering developing a survey to facilitate feedback on the quality of service provided to users of the agency’s public reference rooms.

STANDARD

RESULT

SEC staff will suggest alternatives or options to customers when SEC is unable to provide direct assistance.

SEC has a system in place to ensure that all investors contacting SEC with complaints are informed by agency staff of what actions they may be able to take on their own.

SEC will acknowledge receipt of investor complaint or inquiry within 30 days.

SEC has a system in place to ensure that all investor complaints and inquiries are acknowledged within 30 days.

SEC will analyze all complaints and inquiries and, on average, will provide investors with a response within 60 days of receipt of the complaint or inquiry.

On average, all complaints and inquiries receive a response in 60 days or less. This information is tracked by SEC information systems.

SEC will inform investors of their rights.

The acknowledgment that SEC staff send to investors regarding their complaints and inquiries, as well as the responses sent to investors after their concerns are analyzed, informs them of their rights.

SEC will obtain comments and suggestions from customers on how to improve or modify SEC’s investor education and assistance program.

SEC sends questionnaires to customers requesting feedback on the quality of service provided to them by SEC staff. The agency carefully considers each comment and suggestion it receives.

SEC will solicit and obtain comments and suggestions from investors, filers, and others via electronic bulletin board, town meetings, advisory committees, surveys and other forums.

SEC uses town meetings, advisory committees, task forces, its World Wide Web site, e-mail, and surveys to solicit and obtain comments and suggestions.

Small Business Administration

Provides direct or indirect financing, technical training, and education to small business, and also provides financial assistance to individuals and businesses who have been the victims of disaster.

As part of our commitment to creating a new and improved Small Business Administration (SBA), we are determined to provide quality service to our small business customers. We are committed to establishing appropriate benchmarks from the "best in business," applying these standards to our programs, monitoring our success, and eliciting regular feedback from our customers on our performance. Specifically, we are committed to the following general principles:

SBA will provide prompt, courteous, and accurate responses to requests for information received by telephone, in writing, or in person.

SBA devised tracking systems to monitor loan turnaround times, installed voice-messaging systems, and began tracking turnaround times for publication requests.

SBA will continue to look for cost-effective and user-friendly ways to make information easily accessible to the small business community.

SBA expanded its Internet services, made its home page more user-friendly, and participated in the development and implementation of the U.S. Business Advisor home page. We have also simplified our publications inventories and printed sufficient numbers of publications to service our customers.

SBA pledges to continue to streamline and reinvent processes to make conducting business with SBA easier for both our resource partners and small business owners.

SBA conducted numerous customer satisfaction/service surveys to determine customer needs. We redesigned our loan servicing and liquidation processes and implemented a new and more extensive e-mail and message system that is accessible to all SBA employees and resource partners.

SBA will provide the small business owner with specialized technical assistance through a variety of programs in a variety of locations.

SBA maintains multiple Internet home pages, opened 19 Export Assistance Centers, and now has 40 business information centers where customers have access to computer technology and SBA programs.

STANDARD

RESULT

SBA pledges to continue to work to relieve the regulatory burden on small business.

SBA worked to develop the U.S. Business Advisor, which provides customers with plain-language answers to questions concerning government regulations. SBA has reduced internal regulations by 55 percent and reduced standard operating procedures by 66 percent. SBA continues to work to assist other regulatory agencies to reinvent the way they relate to businesses, especially small businesses.

SBA will continue to facilitate and strengthen working relationships between small contractors and federal procuring agencies.

SBA conducted a nationwide outreach program for federal procurement officials and 8(a) contractors highlighting critical issues currently facing the acquisition community. This two-part training presented creative contracting strategies, including the 8(a) program, as viable tools in today’s changing procurement environment. It provided small businesses with valuable procurement assistance that strengthened and enhanced their business development skills.

State (Department)

Bureau of Political-Military Affairs

Conducts the application process for export licenses for defense trade products and services.

We will assist by:

Providing timely, professional, knowledgeable, and courteous service to customers seeking guidance on registration, making applications for a defense export license or other approvals, requesting the status of specific licensing cases, or seeking guidance regarding compliance with export law and regulations.

The registration processing time was reduced from four weeks to two weeks. A new "Officer of the Day" system allows case workers to work without interruption. An automated phone system (703) 875-7375 answers routine questions, and license application forms are now on the Internet. www.state.gov.

Taking action on all license applications (approve, disapprove, return without action, or coordinate with other offices) within 10 working days of receipt.

We are currently meeting the standard; Reduction in personnel and an increasingly complex workload may require modification of the standard.

Providing registered individuals and companies with timely information on the status of their license application. For persons who do not have electronic access to the DTC system, timely telephone responses are provided. Telephone inquiries are responded to by a responsible officer within 24 hours of receipt.

Network systems are being upgraded in preparation for user friendly technology to handle queued callers.

Providing timely and authoritative guidance to the U.S. defense industry regarding export policies, procedures, and practices, based on interpretation of the International Traffic in Arms Regulations (ITAR), the Arms Export Control Act (AECA), and other pertinent laws, national interests, and multinational agreements or arrangements. This includes the presentation of, and participation in, organized seminars, in-house training, and other public outreach efforts, such as the Defense Trade News.

Information is disseminated via the Internet, in-house seminars, and participation in industry/association seminars and conferences.

Enhancing automated data processing to facilitate the electronic handling of requests for licenses and other approvals and increasing responsiveness to U.S. government requests for assistance.

Of all applications, 40 percent of all applications are processed electronically. A pilot program will allow companies to self-validate export shipments.

STANDARD

RESULT

Ensuring proper compliance with U.S. regulations, effective investigative and prosecutorial enforcement actions, as well as administrative procedural follow-up against violators of the AECA and the ITAR.

Worked with Congress to amend AECA to cover arms-brokering activities and increase control of export transactions; intensified enforcement and compliance actions in 1996.

Surveying customer satisfaction periodically to solicit suggestions for improving DTC services.

Each issue of the Defense Trade News encourages customer feedback.

Office of the Coordinator for Business Affairs

Business Facilitation Services

Serves as the "America Desk" in the State Department and ensures that concerns of the American people and the business community are represented in our foreign policy.

The State Department is committed to:

Take the concerns of U.S. business into account on foreign policy issues affecting American business interests

Encourage input from the private sector through the Advisory Committee on International Economic Policy, quarterly briefings on USG sanctions policy, and regular meetings between top-level State Department officials and private sector groups.

Ensure fair and nondiscriminatory ground rules for the conduct of international trade

The State Department co-led negotiations on a Multilateral Agreement on Investment in the Organization for Economic Cooperation and Development (OECD), designed to expand market access, nondiscriminatory treatment, and protections for U.S. investors abroad. The State Department led efforts in the OECD to combat bribery of foreign public officials in international business transactions, successfully negotiated in the Organization of American States the Inter-American Convention Against Corruption, and led successful efforts to achieve a United Nations Declaration Against Corruption and Bribery in International Commercial Transactions.

Provide well-trained and knowledgeable trade specialists available to assist U.S. business in each overseas mission.

We expanded commercial training for mid-level and senior personnel, including Ambassadors and Deputy Chiefs of Mission. We began offering training on such critical industry sectors as power development, energy production, aviation, telecommunications, and environmental technology. We improved the export promotion course for economic/commercial officers (extended the course period from one week to two weeks), and added an element on customer satisfaction to the Foreign Service Officer employee evaluation report.

Provide sound professional advice and analysis on the local political and business environment.

Enhanced training has improved the quality and usefulness of the advice and analysis we provide to the American business community. Expanded use of information technology has allowed Embassy reporting to be more widely disseminated using the National Trade Data Bank and the State Department Web site (www.state.gov). High-level attention to business issues as a part of our foreign policy has lead Ambassadors to be more directly engaged in business promotion efforts.

Provide assistance in contacts with key public and private sector decisionmakers.

Facilitating contacts between American business representatives and key public and private sector decisionmakers is a basic service of our overseas missions. In countries with a Foreign Commercial Service (FCS) presence, this service (called "Gold Key Service") is provided on a fee basis. Several posts without a FCS presence have recently moved to establish "Gold Key Service" on a fee basis. All other posts provide the service without charge.

STANDARD

RESULT

Actively promote U.S. firms in international bids; where more than one U.S. firm is involved, provide support for all interested firms.

The State Department and our overseas missions have been extremely active on behalf of American firms in international bidding. All firms that complete the USG Advocacy questionnaire and meet the criteria set forth in the State-Commerce Advocacy Guidelines receive official support, including advocacy letters, phone calls, and high-level USG visits, as appropriate.

Provide assistance in achieving amicable settlement of investment and trade disputes; in case of expropriation or similar action, facilitate prompt and adequate compensation.

The State Department and our overseas missions have been extremely active in working on behalf of U.S. investors involved in investment disputes with claimants, providing appropriate advice, and raising such disputes as necessary with host governments. The State Department chairs the interagency Committee on Expropriations, which coordinates U.S. government action on such cases.

Our service standards:

We will provide these services in a prompt, responsive, and courteous manner

No report.

We will answer your questions, provide the help you need, or let you know of any problems in doing so within one week after you contact us.

No report.

Transportation (Department)

Office of the General Counsel

Freedom of Information Act and Privacy Act Offices

Provides access to agency records under the Freedom of Information Act) and the Privacy Act .

In our effort to best serve you:

We will acknowledge your request promptly and provide you with a request number and a point of contact.

Newly published standard. Collecting data for first annual evaluation.

We will contact you by phone or in writing to clarify your request if required.

Newly published standard. Collecting data for first annual evaluation.

We will search all offices likely to have documents, review documents for release, coordinate with internal and external sources, and respond as soon as possible.

Newly published standard. Collecting data for first annual evaluation.

We will notify you of projected costs over $25 before incurring expenses.

Newly published standard. Collecting data for first annual evaluation.

We will provide clear, detailed responses to your requests, including an explanation of fees, exemptions, and your administrative appeal rights.

Newly published standard. Collecting data for first annual evaluation.

We will provide you with the best possible copies.

Newly published standard. Collecting data for first annual evaluation.

We will refer your request to other federal offices outside DOT when appropriate.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

If you appeal, we will ensure that your appeal is reviewed by someone independent of the initial decision, and that any final decision is approved by the general counsel.

Newly published standard. Collecting data for first annual evaluation.

Office of the Secretary

Disadvantaged Business Enterprise Certification Appeals Program

Adjudicates appeals and other disputes relating to denials of disadvantagedb Business enterprise (DBE) certification by a recipient of DOT financial assistance.

Our commitment to you:

We will process certification appeals and issue decisions within 60 days of the receipt of complete appeals packages.

Newly published standard. Collecting data for first annual evaluation.

We will acknowledge receipts of appeals filed in writing to this office within four business days.

Newly published standard. Collecting data for first annual evaluation.

We will offer at least three workshops each year on certification procedures to recipients of DOT financial assistance.

Newly published standard. Collecting data for first annual evaluation.

We will offer at least three workshops each year to individuals and businesses on DBE eligibility criteria and denial of certification appeal rights.

Newly published standard. Collecting data for first annual evaluation.

We will provide regulatory and DBE eligibility criteria for certification as a DBE through our World Wide Web home page (http://www.dot.gov/ost/docr).

Newly published standard. Collecting data for first annual evaluation.

Partnering within the Small Business Community

Develops and implements programs that assist small businesses in fully participating in DOT-direct funded procurements and DOT-assisted contracting opportunities of state and local transportation agencies.

Our pledge to you: We will assist all our small business customers, including those small businesses owned by women and minorities, in competing and securing contracting opportunities with DOT.

Our commitment to you:

We will provide you with courteous and timely service.

Newly published standard. Collecting data for first annual evaluation.

We will provide business specialists within one business day of your request to answer your questions on our programs.

Newly published standard. Collecting data for first annual evaluation.

We will ensure that information is available on Office of Small and Disadvantaged Business Utilization programs and small business issues through a variety of electronic media.

Newly published standard. Collecting data for first annual evaluation.

We will use your suggestions and feedback to continually improve our service.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

We will provide a response to dispute resolution inquiries within three business days.

Newly published standard. Collecting data for first annual evaluation.

We will provide 24-hours-a-day, seven-days-a-week access to our toll-free number and fax, and respond to requests for marketing information within three business days.

Newly published standard. Collecting data for first annual evaluation.

Federal Aviation Administration

Aircraft Certification Systems Evaluation Program

Monitors aviation safety performance and provides continued operational safety of aircraft by providing a systematic and consistent evaluation of compliance with prescribed safety standards; by mazimizing cooperation with industry and within the FAA; and by identifying technological trends that require development of new or revised regulations, policy, guidance, and training.

For domestic facilities, we will mail you an evaluation notification 45 days in advance. If your facility is in another country, your notification will be mailed 65 days in advance. When special situations initiate a need for immediate evaluation of your facility, we will notify you as soon as possible.

Newly published standard. Collecting data for first annual evaluation.

We will coordinate the planning for the evaluation with you so that you can adequately prepare for and support the evaluation.

Newly published standard. Collecting data for first annual evaluation.

We will conduct ourselves professionally at all times, and will perform the evaluations with technical accuracy and skill.

Newly published standard. Collecting data for first annual evaluation.

We will be available to answer any of your questions before, during, and after the evaluation.

Newly published standard. Collecting data for first annual evaluation.

Airport Grants

Works in partnership with the aviation community in determining the most prudent use of federal and local funds to support existing and future airport development needs.

The Federal Aviation Administration (FAA) will:

Respond to any request to be included in the National Plan of Integrated Airport Systems within 10 working days.

FAA Airports are continuing to monitor the National Plan of Integrated Airport Systems within 10 working days to identify the airports and development that should be considered in the national interest.

Conduct special workshops and seminars and participate in state aviation and airport user group meetings whenever requested to provide advice and receive comments on planning and development guidelines.

Personnel from the various offices have conducted and participated in meetings with groups within the airport community to provide and receive comments on planning and development guidelines. Meetings include state aviation conferences and regional and national conferences/workshops sponsored by aviation advocacy groups.

Update our advisory circulars to reflect the current state of the industry whenever changes are made to the airport development standards.

The advisory circulars related to airport development standards are updated when necessary to reflect the most current standards to ensure that new airport development plans conform to the existing criteria.

STANDARD

RESULT

Consider all requests for airport inspections within 30 days to determine conformity with federal standards.

We respond to all requests for airport inspections within 30 days.

Conduct local joint planning conferences, as requested, and take necessary follow-up actions.

Many airport offices conduct joint planning conferences that involve all users and tenants at the airports.

Coordinate Airport Capital Improvement Plan formulation with airport sponsors on an annual basis.

Airport offices meet and work with the airports on a regular basis to develop capital improvement plans for consideration for AIP funding as funds and priorities permit. As Airport Capital Improvement Plans are developed, they are maintained and updated on an annual basis.

Respond within 30 working days to requests for assistance regarding airport development needs.

We take all necessary action to process requests for AIP assistance within prescribed time limits. Judging from the feedback to our offices, the customers are very satisfied with the timeliness of Airport offices’ actions. We are committed to responding within 30 working days to requests for assistance regarding airport development needs.

Airport Safety Land Acquisition Construction Design Operational Standards Certification and Compliance Environmental and Community Compatibility

Works in partnership with the aviation community to build and operate safe, well-designed and--constructed airports that effectively and efficiently serve aviation, are compatible within local communities, and minimize adverse impacts to the natural environment.

Participate at least twice a year in state/local /international aviation and airport user group meetings. At these meetings, we will provide advice on and hear your ideas on how to improve airport safety.

Newly published standard. Collecting data for first annual evaluation.

Inspect certified airports at least every three years to determine their compliance with prescribed safety requirements.

Newly published standard. Collecting data for first annual evaluation.

When complaints are received, take appropriate action to ensure that airport sponsors are complying with the assurances and conditions agreed to by them when they accepted federal airport grants.

Newly published standard. Collecting data for first annual evaluation.

Respond within 30 working days to requests to conduct environmental and noise compatibility studies.

Newly published standard. Collecting data for first annual evaluation.

Capacity and Demand Management

Minmizes air traffic delays experienced by the aviation community while ensuring the highest possible level of safety.

We will advise and update the aviation community every two hours on the development and movement of major weather systems that could cause air traffic delays.

Newly published standard. Collecting data for first annual evaluation.

We will reduce air traffic delays by 10 percent by the year 2000.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

We will always keep the aviation community advised when delays are in effect or anticipated at major airports.

Newly published standard. Collecting data for first annual evaluation.

We will respond to all pilot requests to fly alternative routes to avoid areas of severe weather.

Newly published standard. Collecting data for first annual evaluation.

We will constantly monitor air traffic delays and cancel or reduce them whenever possible.

Newly published standard. Collecting data for first annual evaluation.

Civil Aviation Security

Seeks to protect the traveling public in air transportation throughout the world.

Always seek input from and coordinate with all stakeholders before amending the Federal Aviation Regulations and security programs.

The latest Aviation Security Advisory Committee met in July 1996 and agreed to engage in rulemaking activity involving all participants.

Have Federal Security Managers at 19 major airports in the United States to coordinate security measures, policies, and programs.

All 19 Federal Security Managers are now in place at the designated Category "X" airports that are named in the Air Carrier Standard Security Plan.

Have agents at airports across the country to conduct continuous inspections and investigations of security measures, to share results immediately upon completion, and to ensure corrective action.

Civil aviation security special agents inspected security operations on both an announced and unannounced basis. During inspections, weaknesses and deficiencies were corrected, security violations were identified, and necessary enforcement action was initiated.

Provide Federal Air Marshals for in-flight security on selected flights for U.S. airlines.

During 1995, Federal Air Marshals provided in-flight security on flights of all major U.S. carriers to and from 69 cities and 16 countries.

Conduct hazardous materials surveillance and inspection of all air carriers serving the United States to ensure safe handling.

In 1995, 185 foreign-scheduled and public charter air carriers and all airports were required to follow FAA-approved security programs.

Provide training and support for K-9 explosive detection teams at major airports.

In 1995, 30 airport authorities and local law enforcement agencies participated in this program with over 100 teams located at major U.S. airports.

Collaborate with FBI, Drug Enforcement Agency, and U.S. Customs to develop strategies and state-of-the-art techniques for drug interdiction.

Investigations conducted under the Drug Support Program resulted in 91 airmen revocations in the first quarter of FY96. This is more than a 100 percent increase over the first quarter of FY95.

Commercial Space Transportation

Regulates the U.S. commercial launch industry and licenses commercial launch operations.

Our commitment to our customers:

We will provide you with accurate and current information regarding commercial space transportation including industry information, market data and forecasts, and commercial space launch and satellite technology.

Newly published standard. Collecting data for first annual evaluation.

We will provide technical reference materials, tutorial documentation, and technical assistance in preparing your launch license application.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

We will keep you informed of regulatory changes and of public meetings through Federal Register notices, the trade press, and trade association newsletters and publications.

Newly published standard. Collecting data for first annual evaluation.

We will reply to requests for information in a timely and efficient manner. Information requests will be handled within in one to three working days, or we will notify you; telephone/e-mail requests will be handled within one to three working days; licensing information requests will be handled within ten working days. We will provide you with prompt, courteous service at all times.

Newly published standard. Collecting data for first annual evaluation.

Licensing commercial launch operations at federal launch sites:

We will reply to requests for licensing information within two working days of receipt of the request.

Newly published standard. Collecting data for first annual evaluation.

We will notify you within 48 hours of initial receipt of a launch license application and assign a Project Engineer (PE) who will be your point of contact and assist you in all phases of the licensing process. The PE will conduct preapplication consultations to advise you of the type of information needed to complete your application and to provide you with complete information on the licensing process.

Newly published standard. Collecting data for first annual evaluation.

We will advise you within 48 hours of initial receipt of a launch license application as to whether the proposed launch date meets the 180-day statutory time period for processing commercial launch licenses.

Newly published standard. Collecting data for first annual evaluation.

We will provide you with information, technical reference materials, tutorial documentation, and technical assistance in preparing your license application.

Newly published standard. Collecting data for first annual evaluation.

We will screen your application and notify you within five working days as to the completeness of your application package. (The application package must be sufficiently complete before the formal application processing period begins.)

Newly published standard. Collecting data for first annual evaluation.

OperationS Specifications

Provides the public with accident-free aircraft operations through the highest standards in the world. By using Operations Specifications (Op Specs) paragraphs, the FAA and industry are assured that air carriers conducting comparable operations with comparable equipment are held to the same standard.

STANDARD

RESULT

Our commitments to you:

We will work with customer during the certificaton process to perfect the initial Op Specs and issue them upon completion of certification. FAA may stop this process at anytime if all requirements are not met.

Newly published standard. Collecting data for first annual evaluations.

Once the certification is complete, we will make every effort to issue the Op Specs within 30 working days.

Newly published standard. Collecting data for first annual evaluations.

We will make every effort to provide the customer with the means to draft or request a new Op Specs within 15 working days.

Newly published standard. Collecting data for first annual evaluations.

We will work with the custoer and make every effort to complete the reissuance of individual paragraph amendments within seven working days.

Newly published standard. Collecting data for first annual evaluations.

Route Planning

Provides the aviation community with flexible, cost effective routing options, which are free from unnecessary restrictions and constraints.

Conduct a quarterly audit of restrictions in the air traffic system.

Newly published standard. Collecting data for first annual evaluation.

Reduce routing restrictions in the air traffic system 20 percent by the year 2000 to significantly reduce operator costs.

Newly published standard. Collecting data for first annual evaluation.

Ensure that preferred routes are reviewed at least annually and that routes are revised or canceled as necessary.

Newly published standard. Collecting data for first annual evaluation.

Allow airspace users at least 30 days to review and comment on proposals to establish/revise preferred routes.

Newly published standard. Collecting data for first annual evaluation.

Process nonpreferred route requests at least two hours prior to proposed departure time, and approve/disapprove on a workload permitting basis.

Newly published standard. Collecting data for first annual evaluation.

The Air Traffic Control System Command Center will set aside a cadre of controllers from May 1 to October 31 to deal directly and independently with severe weather route problems.

Newly published standard. Collecting data for first annual evaluation.

Issue special weather advisories, when appropriate, which identify adverse weather areas, describe alternative routes, and provide accurate delay estimates.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

Conduct special user telephone conferences at least every two hours during periods when severe weather is impacting major traffic routes.

Newly published standard. Collecting data for first annual evaluation.

Establish Flight Management System arrival/departure procedures at major airports.

Newly published standard. Collecting data for first annual evaluation.

Weather and Flight Service

Provides general aviation pilots with easy access to weather data and flight plan processing via personal computer.

Assure pilots who possess a valid pilot certificate and current medical certification of Direct User Access Terminal (DUAT) access within 10 days of their request for service.

New users received access codes and computer software from the vendors on the average of eight working days from their initial request.

Provide enhancements to the current system, such as weather graphics and ICAO flight plan capabilities, as advances in technology are identified.

A new recompeted contract was awarded March 1996, and contained new requirements for weather graphics, ICAO flight planning, VFR flight plan closure, and plain-text English of weather alphanumeric data.

Translate DUAT alphanumeric weather data into plain text English.

Domestic weather formats changed to international standards (METAR/TAF) July 1, 1996. DUAT provides plain-text English for these products.

Provide 24-hour free access to the DUAT vendors’ "Help Line" for questions regarding technical or database problems.

A 24-hour "Help Line" was available throughout the year.

Federal Highway Administration

Federal Aid Program

Ensures the highest quality surface transportation system for the nation.

For our partners:

Inform you of all major changes in polices and regulations in a clear and timely manner. Except in unusual circumstances you will have at least 60 days in which to offer your views on all proposed changes, and your views will be appropriately considered. The regulations will be clear, realistic, and impose only the minimum necessary requirements.All of our partners and customers with whom we have a financial relationship will receive timely and accurate payment of all funds due to you. For those State partners who use electronic signature, we will make reimbursement payment to you on the same day that you request it.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

Provide you, either directly or through other sources, the best available training, technical assistance, and access to state-of-the-art transportation technology that will meet your needs.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

STANDARD

RESULT

An open and cooperative approach to considering and deciding on changes which may affect practices, materials, or other aspects of transportation improvement activities.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

Integrity in our business processes, openness to innovation and objectivity in our evaluations.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

For the motoring and general public:

All persons and businesses affected by federally aided transportation improvements will have an opportunity to present their views during the decision making process, and that they will receive all services and benefits to which they are entitled under the law

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

All federally aided transportation improvements will be undertaken with the aim of minimizing delay and maximizing safety in and around construction activities.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will work with our partners to address identified safety problems in a timely and prioritized manner.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

Work closely with our partners to enhance the condition and performance of our Nation’s major roads and bridges.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts top refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will work with our partners to ensure quality and appropriate uniformity in signs, signals, and design standards on the Nation’s major highways.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts top refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

All Federally aided transportation improvements will take full account of impacts on the human and social environment and on historical sites. We promise to minimize those impacts to the fullest reasonable extent, and to enhance the environment whenever possible.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts top refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

All of our partners and customers will be provided timely and accurate information whenever you request it. You will receive the requested information, or a specific commitment for future delivery, within 10 days of our receipt of your request.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be re-evaluated to better reflect customer needs and expectations in efforts top refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

Motor Carrier Safety

Ensures safety on America’s highways and the safety of the vehicles using the highways.

STANDARD

RESULT

We will inform you of every major change in motor carrier regulations by providing you with a copy of, or information describing, the new regulations, or by conducting industry briefings.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will provide information about regulatory changes to trade associations, trade press, and other motor carrier publications.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

You will receive information regarding changes in motor carrier regulations during our on-site reviews of your operations. You will also receive the specific information and materials needed to help you comply with the safety regulations.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

When you call or write to us requesting information, we will provide the information to you within five working days of receiving your request.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will work with state motor carrier safety enforcement agencies to ensure no duplication in the scheduling of on-site reviews.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will review your accident records and provide an accident prevention package to motor carriers that are experiencing accidents regardless of your safety compliance.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

If you are a hazardous materials or passenger carrier and receive an unsatisfactory safety rating as a result of our review, we will conduct a follow-up review within 45 days, as requested, to ensure you the opportunity to remain in business.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

STANDARD

RESULT

We will periodically collect information from the entire motor carrier industry that will allow us to better serve you. The information request will ask if you are still in the motor carrier business, whether the nature of your business has changed, and how we can improve the information and technical assistance we provide to you.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will work with state motor carrier regulatory agencies, insurance companies, trade associations, and other industry groups to identify motor carriers that may not know that they are subject to safety regulations. We will provide these newly identified motor carriers with the information they need to comply with safety regulations.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

Federal Railroad Administration

Commitment to Railroad Safety

The Federal Railroad Administration’s primary mission is public safety.

Conduct rail safety audits and provide railroad management and labor with our findings prior to the scheduling of the railroad’s senior management meeting.

Rail Safety audits identify safety problems that may span an entire railroad system. Audits involve joint inspections by FRA, rail labor and management to determine the extent and significance of each safety concern and develop alternatives for appropriate countermeasures. There have been many successful audits resulting in improved compliance and increased train safety.

Strive to identify and resolve regulatory interpretations, through mutually satisfactory solutions, on regulatory issues at least semiannually.

FRA chairs the Railroad Safety Advisory Committee established in March 1996. The process takes a new approach to rail safety regulatory development: instead of filing papers, the parties, together with FRA, actively gather data, identify core concerns, and resolve issues. FRA pioneered this process to develop new safety standards to protect track-side workers, and collaborative rulemaking holds great promise for innovative, cost-effective safety regulatory solutions.

Develop consensus-based regulations on a schedule developed by the Rail Safety Advisory Committee.

New published standard. Collecting data for first annual evaluation.

Promote safety partnerships by building working relationships with railroad management and labor as issues are identified and resolved.

As a result of partnerships: (1) the CSX instituted a safety training program for bridge supervisors and bridge tenders; (2) a goal was set to close 34 of the 1-8 grade crossings in Laredo, with Union Pacific agreeing to contribute $500,000 for the consolidation; and (3) 525 rail crossings have been permanently removed from Kentucky’s state inventory.

Provide technical assistance to the rail industry—both labor and management—on how to comply with safety requirements. When corrective actions are required, we will work with these partners to assist them in coming into full compliance. FRA will review these interactions as opportunities to hear suggestions on how to improve this process.

New published standard. Collecting data for first annual evaluation.

General Standards

Promotes rail safety throughout the U.S. railroad system and encourages policies that help rail realize its full potential.

STANDARD

RESULT

For the railroad Industry, we will:

Conduct roundtable forums to enhance the working relationship the Federal Railroad Administration (FRA) has with rail industry representatives.

FRA "Administrator Roundtable" discussions focus on specific safety disciplines (e.g., Track, Signal and Train Control, Hazardous Materials, Operating Practices New Technology, and the Environment).

Provide standardized responses under the Federal Torts Claim Act to typical situations, including specific instructions to claimants as to how to comply with applicable law and regulations to reduce confusion with respect to legal requirements for first time claimants.

Standardized paragraphs have been developed and are routinely used in all correspondence. This procedure has reduced confusion for claimants and provides a permanent record for future litigation. The standard is now fully implemented.

Improve information flow to requestors under the Freedom of Information Act (FOIA) by providing interim responses acknowledging their requests within three days of receipt in the Chief Counsel’s Office. Respond to telephone calls seeking the status of pending FOIA requests within 24 hours.

The standards of responding to requests within three days, acknowledging receipt, and the 24 hour response to telephone inquiries seeking status have been met.

Actively participate in Safety Assurance meetings with rail labor and management.

FRA actively participated in various meetings with concerned parties.

Provide quarterly copies of the employee newsletter, "Train of Thought," to continue flow of information to all FRA employees and interested external customers.

The "Train of Thought" newsletter has been published on a quarterly basis. The next issue is scheduled at the end of March 1997.

Bring a "systems" approach to rail safety that emphasizes uniformity and consistency in safety assurance with the development of the Safety Assurance and Compliance Program (SACP).

FRA’s 1995 Safety Action Plan emphasized improved communications, consistency in regulatory application, a systems approach to safety, and a re-engineered regulatory process. For example, our front-line inspectors went from site-specific inspections to comprehensive safety reviews. The results have instilled a systemic approach, which focuses on safe practices throughout the rail industry rather than a passing score on a specific component of a specific inspection.

Streamline the regulatory process with an emphasis on developing quantitative data justifications for decisionmaking purposes.

In 1996, FRA established the Railroad Safety Advisory Committee (RSAC) to develop new regulatory standards, through a collaborative process with all segments of the rail community, and to fashion mutually satisfactory solutions on safety/regulatory issues.

Build working relationships with railroad management and labor through regularly scheduled meetings between federal inspectors and local labor.

FRA’s new SACP represents the most significant initiative from the perspective of safety enforcement. SACP participants identify and correct problems across entire railroad systems through cooperative actions of key stakeholders to complement site by site initiatives.

Accelerate the processing of waiver petitions.

The Office of Safety Assurance and Compliance developed and implemented the Waiver Tracking Database Program, to improve tracking waiver applications through the process. Increased field participation reduces the amount of delay time, and process improvements ensure that applicants are better informed about the status of their application.

STANDARD

RESULT

Provide a master waiver process to railroads and provide training in its application.

This project is ongoing and FRA is making initial progress towards meeting this goal.

Conduct customer roundtable forums to improve the reasonableness of operations and allow customers to gain insight into the influences that bear upon the agency.

These roundtables are part of the foundation for how FRA is now conducting business. They have led to safety partnerships between FRA and rail labor and management that include: conducting listening post sessions, developing training videos for the industry on FRA rules and regulations, and convening senior management meetings that include rail labor and management.

Ensure consistency of information presented on hours of service by assisting FRA personnel in preparation of training presentations.

Series of review committees, industry advisories, and technical bulletins. Ensure a uniform "education" by the users in the FRA regulatory community.

Public Safety

Promotes a safe railroad industry and encourages policies that help rail realize its full potential.

Install toll-free lines to Federal Railaroad Administration Office of Safety headquarters and regional offices.

In July 1995, toll-free lines were installed and fully operational to FRA Office of Safety headquarters and regional offices.

Implement negotiated rulemakings — such as on trackside worker safety — whenever possible to encourage consensus building.

In June 1994, we initiated a pilot process to implement negotiated rulemakings. A negotiated rulemaking for roadway worker safety is currently under way with consensus on 11 recommendations.

Educate labor and management on inspection and enforcement procedures and use opportunity as listening post to seek feedback and suggestions.

To date, we have held over 600 listening post sessions with thousands of railroad industry labor and management personnel, providing education on inspection and enforcement procedures. As a result of these sessions, the railroads gained greater knowledge of FRA’s laws and regulatory procedures, and they attained a higher level of regulatory compliance, thereby lessening the amount of federal inspector resources needed to monitor the industry.

Conduct inspection demonstrations and briefings, including training videos, in partnership with labor and management customers.

A two-hour standardized presentation package has been developed for use by the regions at major United Transportation Union conventions. Among the safety issues included in the package are: (1) the role of the FRA inspector (2) a review of the hours of service law,and (3) engineer certification. Also, FRA partnered with CSX Railroad and the Brotherhood of Locomotive Engineers to produce a video demonstrating daily inspections.

Conduct in-depth surveys of all major customers to improve customer services.

In June 1995, an in-depth survey of all major customers to improve customer services was completed with a customer service plan issued.

Voluntary compliance: Develop safety profile for all Class I railroads and work with three railroads to develop systemwide safety management plans.

As of September 30, 1996, 28 senior management meetings have been held with railroad labor and management which will result in the submittal of safety action plans for most of those railroads.

Train small railroads on safety rule compliance and provide assistance to resolve safety issues.

A standardized training program was developed in cooperation with the American Short Line Railroad Association on safety rule compliance. The resulting standard 12-hour educational program covers regulations in all five technical areas (hazardous materials, motive power and equipment, operating practices, signal and train control, and track).

Reduce average time from receipt to resolution of safety complaints to 60 days.

Based on a pilot study, a nationwide program has been implemented to reduce average time from receipt to resolution of safety complaints. This reduction was met.

STANDARD

RESULT

Use mentoring techniques to model best practices in safety performance: Bring together an exceptionally safe railroad with a railroad that needs improvement.

A train dispatching project has brought together the Burlington Northern and Amtrak railroads. Also, Norfolk Southern and Amtrak were working jointly on employee injury reduction.

Work with states to prepare inspection schedules; meet with states annually to minimize the disruption caused by duplicate scheduling.

Meetings to eliminate duplication problems have been conducted for program coordinators and inspectors of the states of North Carolina, Oklahoma, South Carolina, Tenneessee, Florida, Mississippi and Texas. As of October 1, 1996, 32 states and 146 inspectors have participated in the Rail Safety Participation program.

Investigate inspection complaints from railroads within 10 working days.

FRA has met its commitment to investigate complaints from railroads within 10 working days.

Federal Transit Administration

Assistance For Private Transit Providers and Manufacturers

Provides financial and technical assistance for transit planning, operations, and capital programs.

We will continue to provide you with courteous and professional service.

Results of the customer service survey indicate above-average performance.

We will respond to your routine telephone inquiries immediately, or at least within 24 hours, and routine fax and mail queries within five business days. If more time is needed to provide you with the requested information, we will acknowledge receipt of your written inquiry within five business days and give you an estimate of the time it will take us to respond.

We will continue to improve on the above average performance rating indicated in customer service surveys conducted in spring and summer of 1996.

To ensure open lines of communication and to enhance technical assistance, we will solicit your participation in scheduled outreach forums, including annual regional meetings, roundtables, and town hall meetings. We will use these and other opportunities to obtain your feedback on the quality of our services, and to stay abreast of your needs and expectations and evaluate our performance in meeting them. Develop and improve training and other technical assistance activities.

Newly published standard. Collecting data for first annual evaluation.

We will disseminate program guidance/technical assistance information within 30 days of publication.

Newly published standard. Collecting data for first annual evaluation.

We will update circulars for the Elderly and Persons with Disabilities Program, the Non-urbanized Area Formula Program, Title VI, and equal employment opportunity programs; as well as guidance on environmental requirements.

Newly published standard. Collecting data for first annual evaluation.

In FY97 we will continue to improve your access to program, policy, and procedural information by routing the content of Federal Transit Administration (FTA) circulars, regulations, and policies on the Internet. Information on current issues, changes in current policies, and new policy directives will be placed on FTA’s home page (http://www.fta.dot.gov).

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

We will continue to place information about FTA’s research and technical studies and transit-related training on the Internet. This information will be updated regularly.Newly published standard. Collecting data for first annual evaluation.

We will increase our efforts to publicize new reports, revisions to circulars, and other documents and make them available through a variety of media.

Newly published standard. Collecting data for first annual evaluation.

We will expand our efforts to keep you informed of the types of information that are accessible via the Internet.

Newly published standard. Collecting data for first annual evaluation.

Grantees for Public Transportation

Einsures personal mobility and America’s economic and community vitality by supporting high-quality public transportation through leadership, technical assistance, and financial resources.

Grant assistance:

We will provide you with courteous and timely service.

Results of customer service survey indicate that above-average performance in this area continues to improve.

We will implement an Electronic Grant Making and Management System (EGMMS) by the end of FY96 that will reduce by more than 50 percent the amount of paperwork you are required to submit with each grant application.

The Federal Transit Administration (FTA) has developed a fully automated grant making and management system that allows electronic submission of grant application information. This reduced the amount of paperwork required by more than 50 percent. In FY96, 36 grantees executed 97 grant awards totaling $1.7 billion and 478 grantees filed 3,889 financial status reports using the EGMMS.

We will approve completed formula grants within 30 days of receiving the application.

Standard is being met.

We will ensure that your grant drawdowns are deposited in your financial institutions in two days or less from the time of your request.

The standard has been exceeded. The average time between requests for grant draw-downs and deposit in financial institutions is less than two days.

Technical assistance:

In FY96, we will improve your access to program, policy, and procedural information by expanding our use of electronic media, such as bulletin boards, the Internet, etc.

New guidance and reports are promptly posted to the FTA Internet home page, reducing the time needed to get information to grantees. FTA has received two awards for its new home page. In FY96, the first year of operation, there were over a million requests for information via the Internet.

We will respond to your routine telephone queries within 24 hours and routine mail queries within five business days.

Survey results from FTA customers indicate an improvement in this area.

We will disseminate program guidance/technical assistance information within 30 days of availability of publication.

The standard is being maintained.

STANDARD

RESULT

By the end of FY96 we will:

Issue a guidance circular for the Capital Program.

An updated circular for the Capital Program has been published and is on the Internet.

Update the circulars for the Urbanized Area Formula Program, the Metropolitan Planning Program, the Elderly and Persons with Disabilities Program, and the Non-urbanized Area Formula Program.

The guidance circulars for the Urbanized Area Formula Program, the Metropolitan Planning Program, the Elderly and Persons with Disabilities Program, and the Non-urbanized Area Formula Program have been updated and published.

Update the circulars for Title VI and equal employment opportunity programs and the guidance on environmental requirements.

Guidance on these programs is being finalized.

To ensure open lines of communication and enhance technical assistance, we will ask your participation in regularly scheduled outreach meetings, annual regional meetings, and town hall meetings; and continue to conduct formal customer service surveys.

A formal customer service survey was conducted in the spring and summer of 1996. Feedback from customers was also sought in workshops, professional meetings, and conferences. FTS staff members receive numerous unsolicited letters of appreciation for good customer service.

We will use feedback received from you to:

Stay abreast of your needs and evaluate our performance in serving them.

Results of customer service surveys in 1996 rate overall agency performance above average.

Develop and improve training and other technical assistance.

We streamlined third-party contracting guidance, reduced regulations by more than 50 percent, and eliminated 1,161 pages of outdated and unnecessary directives. FTA’s oversight of programs has increased focus on providing guidance and assistance to grantees in meeting federal requirements. Information on technical assistance and training is available on the Internet.

Maritime Administration

Federal Ship Financing

Provides financing assistance.

We will evaluate the completeness of your application and provide you with an initial response within 10 to 14 days.

Standard met.

We will return your phone calls within 24 hours.

Standard met.

We will respond to your information requests within one to three days.

Standard met.

We will provide you with status reports of your application progress on request.

Standard met.

We will process a complete application within 60 days.

Standard not met. Refining process to meet commitment.

We will treat you with respect and courtesy at all times.

Standard met.

Maritime Exchange

Operates an electronic bulletin board system accessible through the Maritime Administration’s Internet home page, MARLINESPIKE, to disseminate timely maritime-related information in a user- friendly manner.

STANDARD

RESULT

Maintain current and timely information.

MARLINESPIKE is now accessible through the Maritime Administration’s Internet. Home Page @http://marad.dot.gov. MARLINESPIKE customers will br surveyed in FY97 for views on continued operation or change in focus.

Respond within 24 hours to any questions you may have about system operations.

Standard met.

Maintain system availability on a 24-hour basis.

Standard met.

Monitor the forum continuously to provide you with current maritime information.

Standard met.

Welcome any suggestions you may have on how we can improve this system through the e-mail selection found on the bulletin board or by calling our help line at 1-800-9US-FLAG.

Standard met.

Treat you with courtesy and respect at all times.

Standard met.

Port, Intermodal, and Environmental Activities

Promotes the safe, efficient, economical, and environmentally sound use of our nation’s ports, international and domestic water transportation, and intermodal systems.

We promise to:

Provide customer service to high-level business standards.

Newly published standard. Collecting data for first annual evaluation.

Maintain current and timely data and make it available in forms you can use.

Newly published standard. Collecting data for first annual evaluation.

Respond promptly to all inquiries.

Newly published standard. Collecting data for first annual evaluation.

Welcome any suggestions to improve our services.

Newly published standard. Collecting data for first annual evaluation.

Treat you with courtesy and respect at all times.

Newly published standard. Collecting data for first annual evaluation.

Resource and Education Center

Supports the efforts of U.S. shipbuilders, ship repairers, and marine suppliers to compete in the international commercial marketplace by acting as a major information source and facilitator for the maritime industry.

Provide accurate and complete responses to your inquiries.

Through FY96, the Marine Industry Standards Library has completed 56 requests and provided over 10,000 pages of data. The metric guideline specifications and its extensive executive summary are available and being distributed. The National Maritime Resource and Education Center (NMREC) home page on the Internet is being utilized by industry to request and obtain information. Assistance is being provided to shipyards and other elements of the marine industry to become ISO 9000 registered to aid in their efforts to compete in the international marketplace.

Provide technical assistance in using all library resources.

Standard met.

STANDARD

RESULT

Respond to your information requests within one to three days.

Standard met.

Return your telephone calls within 24 hours.

Standard met.

Treat you with respect and courtesy at all times.

Standard met.

U.S. Flag Carriers

Contributes to America’s economic growth and international competitiveness by ensuring the safe, efficient, and secure movement of people and cargo in domestic and international waterborne commerce.

We pledge to provide customer service equal to the best in business.

Newly published standard. Collecting data for first annual evaluation.

We will maintain current and timely information and make it available in forms you can use.

Newly published standard. Collecting data for first annual evaluation.

We will maximize the availability of information on the Internet, through our MARlLINESPIKE Electronic Bulletin Board, as well as by printed publication.

Newly published standard. Collecting data for first annual evaluation.

Dedicated service-oriented professionals will always be available to assist you.

Newly published standard. Collecting data for first annual evaluation.

We will respond to your inquiries with dispatch. Telephone and e-mail: If we cannot respond immediately, we will contact you within 24 hours; information requests will be handled within one to three days, or we will notify you.

Newly published standard. Collecting data for first annual evaluation.

We will welcome any suggestions you may have to improve our services.

Newly published standard. Collecting data for first annual evaluation.

We will treat you with dedication, courtesy and respect at all times.

Newly published standard. Collecting data for first annual evaluation.

National Highway Traffic Safety Administration

Motor Vehicle and Traffic Safety Program Services

Provides technical assistance and outreach services to attract national organizations as partners in auto and traffic safety program initiatives.

Program planning—we will:

Invite your organization to participate in the strategic and tactical planning stages of major new motor vehicle and traffic safety program initiatives.

Of 83 organizations, 57 responded that the National Highway Traffic Safety Administration (NHTSA) had asked to assist in planning new programs and initiatives.

STANDARD

RESULT

Technical assistance—we will:

Facilitate communication with your organization and others interested in becoming involved in priority motor vehicle safety and traffic safety programs.

NHTSA’s Strategic Execution Plan was distributed to relevant national organizations for comment prior to being finalized.

Provide current and accurate information and data within 10 business days after we receive your request.

Of 59 responses, 50 reported receiving information within 10 days of their request.

Provide technical experts as panelists and speakers, whenever possible.

Fifty-four respondents obtained NHTSA participation in key meetings. Remaining responses were unclear and require follow-up.

Participate in your key meetings and events, and assist national coalitions of organizations interested in motor vehicle and traffic safety.

Fifty-four respondents obtained NHTSA participation in key meetings. Remaining repsonses were unclear and require follow-up.

Program information and materials—we will:

At least annually, publish a traffic safety program and publication update, including projects and materials planned for completion within the coming year.

NHTSA published its latest program update on time.

Every April and October, publish an update of our motor vehicle safety program activities in the Federal Register.

NHTSA published its latest motor vehicle safety program activities in the November 14, 1996 Federal Register.

Ship program materials for major traffic safety program initiatives 90 days before they will be needed.

Of 41 respondents, 22 received materials within 90 days; 9 "sometimes" received them within 90 days; and 7 did not receive them within 90 days.

Provide at least a 30-day advance notice of when national media campaign materials will be distributed to media outlets.

Of 35 responses, 31 did receive 30 days advance notice; 1 "not always"; 2 "never."

Each January, publish a catalog of traffic safety program materials that includes ordering instructions and a contact for the status of orders.

NHTSA publishes a materials catalog and "Products in Progress" document on the Internet. Customers order from the World Wide Web. Hard copies of each document are also available.

Training—we will:

Develop training and assist national organizations in planning and/or conducting training for their own members and their constituencies.

Eighteen national organizations requested and received training assistance from NHTSA.

Research and Special Programs Administration

Hazardous Materials Safety

Provides regulatory standards on the Hazardous Materials Safety program.

Our commitment to you:

The 1996 Emergency Response Guidebook (ERG) will be available in English, Spanish, and French.

The Research and Special Programs Administration (RSPA) and North American counterparts published and distributed over 1.6 million copies of the French, English, and Spanish language editions of the 1996 North American ERG to the emergency response community in Canada, the United States, and Mexico.

We will return your phone calls before the end of the next business day.

100 percent of phone calls have been returned before the end of the next business day.

STANDARD

RESULT

We will mail training materials and publications within one week of receipt of your request.

Of all training materials and publications, 97.9 percent were mailed within five calendar days in FY96 and 99.6 percent for the first half of FY97.

We will investigate all reports of noncompliance with the Hazardous Materials Regulations and expedite the resolution of violations to protect our nation’s environment and citizens against potential hazardous materials disaster.

We have reduced the complaint investigation time by 22 percent from FY95 through FY96 and are completing these investigations in an average of 78 days from date of receipt.

We will inform you of regulatory changes through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with a selection of information available for downloading.

Regulatory changes are posted on the HMIX within two days of the Federal Register publication date and are available as downloadable files.

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.

In FY96, over 3,500 names were added to the mailing list. Through its distribution network, RSPA distributed over 330,000 copies of its most recent safety alert notice.

We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.

RSPA’s hazardous materials program office conducted the 18 public outreach meetings that were attended by persons from the regulated public. Many issues raised at these meetings were quickly acted upon in regulatory reinvention rulemaking dockets.

Hazardous Materials Safety: Emergency Planning and Training Grants

Provides hazardous materials emergency planning and training grants

Our commitment to you:

We will return your phone calls before the end of the next business day.

At least 95 percent or more of phone calls have been returned before the end of the next business day.

We will inform you of grant awards within 10 days after awards are made.

All award recipients were notified within 10 business days in FY 96.

We will provide you with a selection of emergency planning and training information as files available for downloading from the Hazardous Materials Information Exchange (HMIX) bulletin board.

All award recipient files are currently available on the HMIX.

We will mail hazardous materials emergency preparedness curriculum guidelines, training materials, and other safety-related publications within one week of receipt of your request.

All curriculum guidelines, training materials, and publications were mailed within one week in FY96.

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.

All grant recipients’ names were added to the hazmat mailing list to receive safety-related information.

We will help you assess the content of your selected courses to verify that they will qualify as hazardous materials training under the grant program.

At technical assistance workshops, all of the award recipients who requested assistance received help in assessing the content of selected hazardous materials training courses.

Hazardous Materials Safety: Registration Programs

Provides registration data for the Hazardous Materials Safety program.

STANDARD

RESULT

Our commitment to you:

We will process temporary registrations over the phone, 24 hours a day, seven days a week.

A registration support center operates 24 hours a day, seven days a week. Temporary registrations processed over the phone in FY96 totaled 1,517 and 563 for the first half of FY97.

We will issue registration certificates within 10 business days of receiving your registration statement and fee.

95 percent of all registration certificates were mailed within 10 business days in FY96 and 92 percent for the first half of FY97.

We will mail a registration form within 10 days of receiving your request. We will mail the next year’s registration form and instructions as a reminder.

100 percent of all registration forms were mailed within 10 calendar days in FY96 and for the first half of FY97. As a reminder, 33,500 registration packets were mailed in FY96 and 7,000 packets have been mailed during the first half of FY97.

We will inform you of any changes in the registration program through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with the registration form as a file available for downloading.

The 1996-97 registration form was placed as a downloadable file on HMIX in April 1996. Changes to the pilot registration program conducted by the OHIO PUC was placed on the HMIX.

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, etc.

All hazmat safety notices and public meeting announcements have been mailed to registration program participants. Names have been added to the mailing list as requested.

We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.

Based on written and oral comments received from public-outreach meetings, RSPA reevaluated its proposed increase in registration fees and maintained the fees at the present level.

We will investigate all reports of noncompliance with the Hazardous Materials Regulations to aid in reducing the cost of unfair competition.

We have reduced the complaint investigation time by 22 percent from FY95 through FY96 and are completing these investigations in an average of 78 days from date of receipt.

Hazardous Materials Safety: Small Business

Provides hazardous materials safety assistance in support of small businesses.

Our commitment to you:

We will return your phone calls before the end of the next business day.

All phone calls are returned before the end of the next business day.

We will mail training materials and publications within one week of receipt of your request.

Of all training materials and publications, 97.9 percent were mailed within five calendar days in FY96 and 99.6 percent for the first half of FY97.

We will investigate all reports of noncompliance with the Hazardous Materials Regulations to aid in reducing the cost of unfair competition.

We reduced the complaint investigation time by 22 percent from FY95 through FY96 and are completing these investigations in an average of 78 days from date of receipt.

We will inform you of exemptions and approvals through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with a selection of information available for downloading.

Since August 1995, Research and Special Programs Administration (RSPA) exemptions were made available on the HMIX as downloadable files and are updated weekly.

STANDARD

RESULT

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, etc.

All names of small businesses are added to the hazmat mailing list when requested.

We will offer four multimodal Awareness Seminars at locations around the country each year to provide you with the latest information on hazardous materials transportation.

Four multimodal Awareness Seminars are held each year and include specialized hazmat training.

We will increase the number of hazmat train-the-trainer courses offered by 25 percent to help you reduce your costs in training your entire staff.

The number of hazmat train-the-trainer courses offered was increased by 50 percent as a result of increased interest in the program.

We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.

Based on its review of the hazmat regulations, and on written and oral comments received from 18 public outreach meetings, RSPA eliminated over 100 sections of the regulations identified as being outdated or in need of reform.

Pipeline Safety

Administers grants to help state agencies manage their natural gas, liquified natural gas, or hazardous liquid pipeline safety programs.

Our commitment to you:

We will provide you with technical assistance in the preparation of yout grant application.

Nearly all grantees have received technical assistance when preparing their grant applications. We assigned several personnel to provide prompt, one-on-one assistance to both current and potential grantees in preparing grant applications.

We will return your phone calls before the end of the next business day.

Ninety- five percent of our customers received a return phone call before the end of the next business day. We take corrective action if a quick response is not provided.

We will inform you of grant awards within 10 days following the final determination.

All grantees were notified within 10 business days in FY96.

We will keep you informed through monthly mailings and add your name to our mailing list within seven days of request.

Anyone expressing an interest in receiving mailings is immediately added to the appropriate list. We sub-divided our mailing list to address the needs of gas pipeline, liquid pipeline, and other customer groups; we maintain it to ensure currency.

We will provide information regarding the status of your grant applications at each regional meeting of the National Association of Pipeline Safety Representatives (NAPSR) regional meeting.

We attended every NAPSR regional meeting and provided information on grants, applications, and funding levels. We also worked with the NAPSR Grant Allocation Subcommittee to respond to grantee concerns.

We will provide you with schedules and updated information regarding training programs available at the Transportation Safety Institute (TSI).

We sent schedules of training available at TSI to each of our state grantees several times during the year and made training announcements at every NAPSR meeting. TSI provides annual announcements of its training programs, which are open to hundreds of federal and state personnel and some industry personnel.

We will provide information via the Internet (World Wide Web access at Research and Special Programs Administration menu: http://www.dot.gov/).

Our home page on the World Wide Web is up and running. We have expanded the information provided to our customers and plan to provide Internet access to all publicly available pipeline safety documents.

Pipeline Safety: Small Business and Master Meter Pipeline Operators

Ensures the safe, reliable and environmentally sound operation of the Nation’s pipeline transportation system

STANDARD

RESULT

Our commitment to you:

We will hold an exit interview after all pipeline safety inspections to advise pipeline operators of safety deficiencies and ways to achieve compliance.

We held an exit interview with all pipeline operators who had safety deficiencies noted during inspections.

We will conduct public education campaigns and participate in public forums at least six times a year to increase public understanding of pipeline safety, one- call systems, and damage prevention programs.

We exceeded our commitment to public education. Last year, we had public outreach campaigns and related educational forums at dozens of annual events attended by our customers and the general public to increase awareness of pipeline safety, the one-call system, and damage prevention programs.

We will respond to your telephone inquiries no later than the end of the next business day.

Ninety-five percent of our customers received a return phone call before the end of the next business day. We take corrective action if a quick response is not provided.

We will acknowledge your requests for pipeline safety waivers, interpretations, and petitions within 10 days of our receipt. These requests will be processed within 60 days of receipt. If more time is required, we will provide you with a written explanation.

We acknowledged nearly all of the requests received within 10 days as part of our basic operating policy. Letters of receipt are routinely sent immediately upon log-in of a customer waiver, interpretation, or petition. Follow-ups are made by telephone, letter, fax, or by Internet to ensure that the requestor is kept fully informed of the progress of the request. Customer feedback at outreach meetings indicates that the time to respond to requests has been cut in half during the past year.

We will provide technical assistance and training, on an ongoing basis, to aid small pipeline operators in meeting Federal safety standards. We will also provide you with information on changing pipeline safety technologies through professional seminars, safety publications, public meetings and fact sheets.

We cosponsored a number of technical and public meetings attended by our small business customers. Senior staff appeared at local pipeline meetings. The widely used "Guidance Manual for Operators of Small Natural Gas Systems—A Small Entity Compliance Guide" is being revised and will be available to small operators, state pipeline safety program managers, and associations of small pipeline operators in hard copy and on the Internet.

We will provide you with copies of the pipeline safety regulations within 10 days of your request.

Copies of the pipeline safety regulations have been mailed immediately upon request.

We will add your name to our mailing list when requested. You will receive copies of regulatory proposals, safety notices, public meeting announcements, and other information.

All requestors are added to the appropriate mailing list.

We will seek your input on improving pipeline safety regulations and work with you to develop risk-based pipeline safety regulations and nonregulatory approaches to safety concerns.

We organized Risk Quality Actions Teams with members from government and industry interests. We held public meetings to get input on our risk management demonstration program proposal. We initiated a rulemaking on Risk-Based Alternatives to Pressure Testing of Older Hazardous Liquid and Carbon Dioxide Pipelines and fostered nonregulatory approaches to safety by participating in consensus-driven national industry technical standards committees.

Transportation Administrative Service Center

Documentary Services

Documentary Services is the focal point for public inquiries and research pertaining to the Department’s formal/informal proceedings and rulemaking programs.

STANDARD

RESULT

We will provide public access to adjudicatory and rulemaking dockets as well as other departmental records as expeditiously as possible.

Newly published standard. Collecting data for the first annual evaluations.

St. Lawrence Seaway Development Corporation

Trade and Traffic

Operates and maintains the U.S. waters of the St. Lawrence River and the two U.S. Seaway locks in Massena, N.Y.—Eisenhower and Snell—to provide a safe, efficient, competitive, and reliable waterborne transportation route to and from the Great Lakes region of North America and overseas markets.

The Corporation will:

Supply users with Seaway tonnage results, trends, and forecasts, and toll and related shipping cost estimates free of charge.

The St. Lawrence Seaway Development Corporation (SLSDC) supplied industry with various statistical information through periodic faxes and mailings of reports, such as the Annual Traffic Report, the Annual Report, and the Logbook newsletter,

Continue to provide the Corporation’s daily "Seaway Nightcast" program that details the travel log and possible trade opportunities for westbound sailing vessels via fax for a nominal charge.

This program was continued for 32 industry subscribers, two more subscribers than in FY95.

Promote the Seaway System, with a delegation of industry officials, through overseas marketing events.

We completed two major marketing events: In March, SLSDC sponsored a Seaway trade mission to Norway, Denmark, and the Netherlands; and in June, SLSDC sponsored shipowner seminars in London and Athens to encourage the building of more Seaway-size ships.

Assist Great Lakes/Seaway maritime and trade representatives with general Seaway marketing materials to use at trade and transportation exhibitions.

We provided industry representatives with SLSDC brochures and various reports for use at trade exhibitions.

Sponsor various industry and public meetings throughout the Great Lakes region to inform stakeholders of Corporation activities and initiatives.

In September, SLSDC sponsored the Seaway Safety Summit for the industry in Baltimore. SLSDC held a public meeting in Chicago to obtain industry input on proposals for greater binational cooperation on U.S.-Canadian Seaway activities.

U.S. Seaway Lock Transit and Vessel Traffic Operations

Provides a safe, efficient, competitive, and reliable waterborne transportation route for the movement of goods to and from the Great Lakes region of North America and overseas markets.

STANDARD

RESULT

The Corporation will:

Screen foreign-flagged vessels before entering U.S. waters to ensure proper safety equipment and ballast discharge.

The St. Lawrence Seaway Development Corporation (SLSDC)-U.S. Coast Guard joint vessel inspection program was continued during the 1996 shipping season. Its efficiency earned SLSDC Vice President Gore’s Hammer Award in September.

Conduct annual emergency response simulations to prepare Corporation personnel for possible emergencies.

In September, the SLSDC Administrator and staff joined the U.S. and Canadian Coast Guards in Cornwall for CANUSLAK ‘96—a Seaway oil spill contingency exercise.

Enforce the legal speed limit of all commercial vessels.

In early 1996, SLSDC trained five new speed surveillance officers. They started work when the shipping season opened in April and greatly helped to reduce speed violations.

Make updated Seaway navigation charts available to customers.

Arrangements were made with a private firm in Montreal to furnish the charts, and these were in place throughout the 1996 shipping season.

Improve the uniformity and clarity of radio communications with the Canadian Seaway Authority.

SLSDC and Seaway Authority traffic controllers met in 1996 and resolved this issue.

Use very high frequency (VHF) radio communication at the two U.S. locks.

In June, SLSDC installed new equipment at each of the U.S. locks, and all is working well.

Inform users of available marine-related services in the Seaway System through information packets and via the World Wide Web.

In 1996, over 500 information packets were furnished to transiting ships. Also, in August, the Corporation’s new Internet home page went on-line at http://www.dot.gov/dotinfo/slsdc.

U.S. Coast Guard

Bridge Administration Service

Provides for the needs of navigation for interstate commerce, national defense, and recreational vessel traffic.

Our goal is to:

Respond to 95 percent of fully responsive bridge permit applications for proposed new bridges and/or causeways or the modification of existing structures within nine months of receipt of the request.

Newly published standard. Collecting data for first annual evaluation.

Respond to 95 percent of requests from bridge owners, navigation interests, or land transportation officials to review, evaluate, validate, and approve or deny a request for new drawbridge operating regulations or to modify existing operating regulations within 12 months.

Newly published standard. Collecting data for first annual evaluation.

Complete our investigations of purported unreasonably obstructive bridges and decide whether to issue an order to a bridge owner to alter its bridge within 18 months.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

Ensure successful completion of design and construction of a bridge found to be an unreasonable obstruction to navigation within five years for projects that cost less than $20 M.

Newly published standard. Collecting data for first annual evaluation.

Ensure successful completion of design and construction of a bridge found to be an unreasonable obstruction to navigation within eight years for projects that cost more than $20 M.

Newly published standard. Collecting data for first annual evaluation.

Respond to reports of deficiencies in bridge lighting or markings within 24 hours.

Newly published standard. Collecting data for first annual evaluation.

Contact the bridge owner within 24 hours of discovery of a bridge lighting or marking deficiency to enable the owner to correct the deficiency.

Newly published standard. Collecting data for first annual evaluation.

Issue a timely notice to mariners advising waterway users of the discrepancy until the deficiency is corrected to ensure intermodal safety.

Newly published standard. Collecting data for first annual evaluation.

Commercial Vessel Safety

Ensures maximum safety and efficient use of waterways to prevent accidents and associated environmental damage.

Commercial vessel plan review:

Interpret and apply regulations and policies uniformly and without prejudice.

Newly published standard. Collecting data for first annual evaluation.

Review and respond to all routine plan submittals within four weeks of receipt.

Newly published standard. Collecting data for first annual evaluation.

Review and respond to all nonroutine plans submitted under our published program guidelines (in the Navigation and Vessel Inspection Circular October 1992) within 2 weeks of receipt.

Newly published standard. Collecting data for first annual evaluation.

Conduct review only to the point that we are satisfied of the action that needs to be taken.

Newly published standard. Collecting data for first annual evaluation.

Our response letters will be clear and concise, clearly differentiating between technical and inspection requirements.

Newly published standard. Collecting data for first annual evaluation.

Commercial vessel stability approvals:

Review and respond to stability information submittals and process stability letters within four weeks of receipt, or sooner if necessary so as to never delay vessel operations.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

Provide tonnage rules to the marine industry that are clearly defined and widely available to all who need them.

Newly published standard. Collecting data for first annual evaluation.

Provide consistent and accurate tonnage assignments for U.S. flag vessels at the lowest possible cost to the public.

Newly published standard. Collecting data for first annual evaluation.

Vessel Traffic Safety

Ensures maximum safety and efficient use of waterways to prevent accidents and associated environmental damages.

Provide relevant, accurate, and timely vessel traffic services a minimum of 99.95 percent of the time.

Newly published standard. Collecting data for first annual evaluation. To date, customer input and technical results indicate that performance is currently in the 80 percent range.

Answer your calls to our vessel traffic service units promptly and courteously.

Newly published standard. Collecting data for first annual evaluation. To date, customer input verifies standard compliance.

Ensure that all of our watchstanders are professional, certified, and motivated to assist you.

Newly published standard. Collecting data for first annual evaluation. Developing national standards. Pilot project training course complete. National schools will be modeled in January 1997.

Ensure that all of our vessel traffic service units are equipped with modern, efficient, and well-maintained equipment.

Newly published standard. Collecting data for first annual evaluation. Equipment upgrade under way, with completion scheduled for FY97-98.

Domestic Ice Operation

Provides icebreaking services to facilitate navigation on seasonally ice-covered waters.

Our goal is to:

Strive to minimize commercial vessel transit times through ice-covered waters by maintaining a minimum transit speed of 4 knots in at least 90 percent of ice-covered waters.

Pending carrier industry acceptance.

Perform preventive icebreaking and track maintenance through ice-covered waters.

Newly published standard. Collecting data for first annual evaluation. Received industry awards for icebreaking services during winter of 1995-96.

Respond to all icebreaking requests to assist commercial vessels beset by ice.

Newly published standard. Collecting data for first annual evaluation. In FY96, the Coast Guard provided 683 assists in the Great Lakes—100 percent response.

Respond to all icebreaking requests to prevent flooding caused by ice jams.

Newly published standard. Collecting data for first annual evaluation.

Treasury (Department)

Bureau of Alcohol Tobacco and Firearms

Alcoholic Beverage Label Approvals

Issues label certificates to the alcoholic beverage industry.

STANDARD

RESULT

We will:

Approve or reject your formal label application within nine calendar days of receipt.

In FY95, 92.3 percent were completed within nine days; in FY96, 87.4 percent were completed within nine days.

Comment on proposed (informal) labels within 15 calendar days.

In FY95, 88.3 percent were completed within 15 days; in FY96, 81.1 percent were completed within 15 days.

Respond to your correspondence within 21 days.

In FY94, 92.7 percent answered within 21 days; in FY96, 74.8 percent answered within 21 days.

Hold all proprietary information in strict confidence.

No complaints were received in FY95 and FY96.

Treat customers with professionalism and courtesy.

No data are available for FY95. A survey will be taken for FY96.

Nonbeverage Drawback Formula Approvals

Examines formulas and analyzes samples to determine if products qualify for tax refunds.

We will:

Approve, disapprove or identify deficiencies of submissions within 10 working days. Unusually complex products may require additional time, but these account for less than 10 percent of submissions.

In FY95, 87.7 percent approved within 10 days, in FY96, 89.4 percent approved within 10 days.

Respond to your telephone requests for information and assistance by the end of the following business day.

In FY95, 79 percent were responded to by the next working day; in FY96, 79 percent were responded to by the next working day.

Hold in the strictest confidence all information you provide us about your product formulas and manufacturing processes.

In FY95, there were no violations; one violation (FY96).

Apply the same criteria to the evaluation of formula submissions from all our customers.

There were no violations in FY95 and FY96.

Specially Denatured Alcohol Formula Approvals

Examines formulas and analyzes product samples submitted by manufacturers wishing to use Specially Denatured Alcohol (SDA) in their chemical processes or articles.

Approve, disapprove, or identify deficiencies of submissions within four weeks of receipt.

The standards not in effect in FY95; 87.4 percent were acted upon within four weeks in FY96.

Hold in the strictest confidence all information you provide us about your product formulas and manufacturing processes.

Satisfaction level not quantified.

Apply the same criteria to the evaluation of formula submissions from all our customers.

Satisfaction level not quantified.

Importation of Specific Firearms, Explosives, Ammunition and Implements of War

Processes applications for the importation of a variety of firearms, ammunition, explosives, and implements of war for persons and for businesses wishing to import such materials into the United States.

STANDARD

RESULT

Our service commitment to you:

You have the right to expect professional, prompt, and courteous service when you need our assistance in helping you complete your importation forms.

Satisfaction level was not measured.

A correct ATF Form 6 will be processed in four to six weeks from date of receipt. Military personnel returning from overseas are reminded to plan ahead for mailing your application(s) in order to meet your return date. If we are unable to process your application because of incomplete or inaccurate information, we will return your application to you for correction within 10 working days.

Standards were not in effect in FY95; 78 percent were processed within six weeks in FY96.

Questions concerning the status of your importation application can be answered by calling us directly. If the Specialist or Examiner assigned to your application is not available at the time of your call, we will respond to you by close of business the next working day.

Satisfaction level was not measured.

We will respond to your written correspondence within 21 calendar days of its receipt. However, should we need additional time to research your question(s), we will notify you by phone or in writing and provide you with an approximate response date.

Standards were not in effect in FY95; 93 percent were answered within 21 days in FY96.

Bureau of Engraving and Printing

Currency

Prints and provides paper money to the Federal Reserve Banks.

Paper money:

You can expect us to deliver 100 percent of your orders for currency to the Federal Reserve banks each week. We will measure compliance on a monthly basis by reporting the proportion of total orders completed to the total number of items delivered.

Standard was met in FY95 and FY96.

You can expect us to conduct an audit of your currency destruction activities every two to three years.

Standard was met FY95 and will be revised to every two to three years; data were not available in FY96.

You can expect us to respond within 24 hours to complaints regarding discrepancies in shipments or defects in product quality.

Standard was met in FY95 and FY96.

Office of the Comptroller

Bank Examinations

Supervises and examines federally chartered national banks.

We’ve set the following standards to let you know what to expect of us and what we can expect of you.

STANDARD

RESULT

Before examination:

Telephone contact—The examiner-in-charge (EIC) will normally contact the bank’s chief executive officer (CEO) by telephone before the examination begins to outline the scope and objectives of the upcoming examination. The EIC will provide information about examiners’ schedules, staffing levels and projected on-site time. The EIC will also identify bank needs and areas the bank wants the Office of the Comptroller of the Currency (OCC) to review.

OCC rated 1.26 on a 1 (best) to 5 scale in FY95 and 1.24 in FY96.

Written contact—At least three weeks before the examination, the EIC will normally notify the bank, in writing, of the examination start date; scope and objectives of review; advance information the bank must provide to the examination team, with due dates; information the bank must have available for the examiners at the onset of the examination; and the name and telephone number of the OCC contact.

OCC rated 1.34 on a 1 (best) to 5 scale in FY95; data are being collected for (FY96).

Team preparation—Before the start of the examination, the examination team will review: information provided by the bank, prior examinations, pertinent consumer or fair lending complaint information; and the office’s Community Reinvestment Act (CRA) file.

This area was cited in an Ombudsman report as needing improvement in FY95; data are being collected for FY96.

Community contact—The EIC or the OCC’s appropriate CRA Officer will contact a sample of locally based customer, community, small business, and government groups for information before or during a CRA examination to give them the opportunity to provide input. Starting in 1995, OCC will publish a list of the CRA examinations scheduled for the upcoming quarter, at least 30 days before the beginning of each calendar quarter.

Standard was met in FY95 and FY96.

During examination:

Entrance meeting—At the start of the examination, the EIC will hold an entrance meeting with the bank’s CEO and appropriate members of senior management and/or board of directors. At this meeting, the EIC will explain how the examination team will conduct the examination; establish the way examiners will communicate with bank, management and employees during the examination; explain the role of each examiner; and answer any questions.

OCC rated 1.26 on a 1 (best) to 5 scale in FY95 and 1.37 in FY96.

STANDARD

RESULT

Examiner conduct—Examiners will ensure confidentiality of records; conduct meetings and gather information efficiently to minimize disruption; adhere to schedules for meetings, appointments, and providing updates to bank management during the examination; discuss needs for timely information; be respectful of the opinions of bankers and locally based groups; and handle any conflicts in a tactful and professional manner.

OCC rated 1.12, 1.20, and 1.47 on a 1 (best) to 5 scale in FY95; and 1.10, 1.16, and 1.40 in FY96.

Examination management—The EIC usually will be present throughout the examination. Field managers, or their designees, will visit or call during on-site examinations.

Standard was met FY95; data are being collected for FY96.

After the examination:

Exit meetings—At the completion of the examination, the EIC will meet with the bank’s management. This meeting will rank the issues identified in the examination and help management understand which areas present the most risk to the bank. At this meeting, bankers may respond to OCC concerns, provide clarification, or ask questions. The examiners will ask for bank management’s commitment to correct weaknesses noted during the examination. Before the report of the examination is finalized, the examiner will provide a draft of the portions of the report of the examination, titled "Examination Conclusions and Matters Requiring Board Attention ", so that bank management may review them for accuracy. The examination onclusions section will explain why OCC cited the deficiencies. Examiners will offer examples of acceptable solutions. In preparing those conclusions, the examiners will consider the importance of their recommendations and their impact, such as cost, on the bank’s operations.

OCC rated 1.32 on a 1 (best) to 5 scale and standard was met on providing draft of examination in FY95 and 1.22 in FY96.

Board of Directors meeting—OCC will conduct the meeting after the board has reviewed the draft report of examination or a synopsis of examination findings. At the board meeting, the examiners will describe any major concerns what the bank is doing well what OCC expects the bank to do and when and industry issues affecting the bank. At the board meeting, OCC will provide an opportunity for board members to provide comments and ask questions.

OCC rated 1.32 on a 1 (best) to 5 scale in FY95 and 1.22 in FY96.

Report of examination—The final report of the examination will be consistent with findings and conclusions communicated to the bank during the examination.

OCC rated 1.21 on a 1 (best) to 5 scale in FY95 and 1.18 in FY96.

STANDARD

RESULT

Follow-up activities—Examiners with ongoing responsibility for supervising banks will respond to information received from the bank within 30 days of receipt and document follow-up activities in OCC’s supervisory monitoring system.

OCC rated 1.33 on a 1 (best) to 5 scale in FY95 and 1.40 in FY96.

Financial Management Service

Personal Computer-Automated Claims Transactions (PC-ACT)

Provides payments, claim adjudications, collections, financial information, and financial policy for federal program agencies.

PC-ACT processes dispositional and cancellation data within two weeks.

A new standard was developed in 1996. Results will be published in 1997.

Product Promotion

Provides payments, claim adjudications, collections, financial information, financial policy, government wide accounting, and financial education and consulting services for federal program agencies.

Ninety percent of customers rate Federal Finance at least 3 (good) or higher on a scale of 1 to 5 (5 is highest rating).

The new standard was established in 1996. Measurement against the new standard will be published in 1997.

Office of Thrift Supervision

Ensures safety and soundness of the thrift industry and supports industry efforts to meet housing and other community credit and financial services needs.

Congressional correspondence:

Congressional correspondence will be answered within 10 business days barring special instructions and/or circumstances.

This standard was not in effect in 1995. There was an 85 percent success rate in FY96.

Congressional inquiries forwarding constituent complaints involving the Office of Thrift Supervision (OTS) regulated institutions will be answered within 15 days.

This standard was not in effect in 1995. There was a 71 percent success rate in FY96.

Congressional correspondence requiring more than 10 or 15 days will receive an interim acknowledgment within five days of receipt.

This standard was not in effect in 1995. There was a 94 percent success rate in FY96.

Within two business days of receipt of misdirected congressional correspondence, the congressional office and appropriate agency will be notified of the referral.

This standard was not in effect in 1995. There was an 86 percent success rate in FY96.

Interim congressional correspondence will include the name and telephone number of an OTS contact.

This standard was not in effect in 1995. There was a 100 percent success rate in FY96.

Final congressional correspondence will include the name and telephone number of an OTS contact.

This standard was not in effect in 1995. There was a 94 percent success rate in FY96.

STANDARD

RESULT

Consumer Affairs:

Upon receipt of complaint, the OTS will send an acknowledgment which will include a case number.

On a customer satisfaction survey, timeliness of the initial acknowledgment letters received the second highest score in FY95; as 1995 results were excellent, the next survey will be conducted during the first quarter of 1998.

OTS will resolve the complaint within 30 days. If more time is needed, a letter will be sent explaining the situation.

Timeliness was rated excellent in the FY95; in FY96, the average response time was 28 days. The customer service plan, in both English and Spanish, was enhanced and published in December 1996.

Corporate activities:

OTS will ensure national consistency and equity of applications activity and procedures.

Two regional audits were completed as scheduled in FY95; two regional audits were completed in FY96, ensuring oversight and consistency.

OTS will streamline application processing by developing and adopting nationwide, a standardized checklist to be used by regional office staff when preparing recommendations for nondelegated applications.

One checklist was developed and implemented in FY95; a second checklist was developed and implemented in FY96. A customer service plan was published. January 1996.

OTS will maintain an up-to-date Applications Processing Handbook.

The Handbook is being updated to reflect recent statutory and regulatory changes..

OTS will strive to surpass the statutory processing timeframes by half and make every effort to process each application as quickly as possible without sacrificing the quality of the review or the agency’s need to thoroughly explore and resolve unique issues of law or policy.

OTS met statutory timeframes FY96.

OTS will respond within 10 days to requests for free waivers or reductions.

In FY95, there were 100 percent conformance to standard.

OTS will acknowledge, by letter, within five days of receipt each application filed.

In FY95, there were 100 percent conformance to standard.

OTS will advise the applicant of the analyst and, if applicable, attorney assigned to the case as well as their phone numbers and backup personnel available to discuss the case at any time.

In FY95, there were 100 percent conformance to standard.

OTS will maintain regular communication regarding the status of an application with applicants whose filings cannot be processed under standard time frames due to significant issues of law or policy.

In FY95, there were 100 percent conformance to standard.

All telephone calls will be returned as soon as possible, but no later than the same day received.

In FY95, there were 100 percent conformance to standard.

OTS will be available to meet with applicants to discuss the specifics of a case or general policies or procedures.

In FY95, there were 100 percent conformance to standard.

OTS will semiannually reassess fees charged applicants for processing the applications and adjust fees to reflect processing costs.

In FY95, there were 100 percent conformance to standard.

OTS will solicit quarterly feedback from applicants through a standardized telephone inquiry.

No standardized surveys were conducted during 1996. A national survey is to be conducted during 1997.

STANDARD

RESULT

Examinations:

A member of your OTS supervisory team will contact you at least semiannually between examinations and will be available to meet as needed.

of institutions responding to surveys,79 percent reported contact with an examination team between examinations in 1995; 99 percent expressed satisfaction with the level of communications with supervisory teams during 1996.

We will provide you with the names and phone numbers of your supervisory team members.

Per survey, 95 percent received information in 1995; 99 percent were satisfied with the level of communication with supervisory teams in 1996.

Pre-examination process:

We will mail the Preliminary Examiner Response Kit (PERK) at least four weeks before an examination begins, and it will include an approximate examination start date. It will also include a point of contact at OTS.

In 1995, 97 percent received material at least four weeks before examination in 1995; 97 percent received material 4 weeks before the examination in 1996.

We will focus our PERK request on only that information necessary to facilitate the examination.

Quality assurance teams are reviewing this; results are not yet available.

We will ensure staff continuity from one examination to the next.

Of institutions responding, 83 percent said there was continuity in 1995; 73 percent expressed approval in 1996. Number is down due to staff and industry consolidation.

We will provide an estimate of the staffing levels and time required to conduct the examination at least four weeks before an examination.

In 1995, 95 percent said OTS provided accurate estimates; 96 percent expressed approval in 1996.

We will conduct concurrent examinations, but will consider requests to conduct nonconcurrent examinations.

In 1995, 76 percent requested concurrent exams; 67 percent requested concurrent exams in 1996. OTS was able to honor the request 69 percent of the time. Due to examination scheduling logistics, it will be difficult to improve on these numbers.

Examination fieldwork:

On the first day of the examination, the Examiner-in-Charge will schedule a meeting with the chief executive officer or a representative.In 1995, 99 percent said both the first and weekly meetings were held; 99 percent said OTS met the standard in 1996.

We will meet at least weekly with appropriate institution personnel to convey issues, concerns, and examination findings to date.

In 1995, 99 percent said both the first and weekly meetings were held; 98 percent said OTS met the standard in 1996.

We will conduct an exit meeting to summarize key findings, make recommendations, and review and consider management’s responses.

In 1995, 99 percent said an exit meeting was held; 99 percent said an exit meeting was held in 1996.

Post-examination process:

We will deliver the report of examination within 30 days after completion of fieldwork to institutions rated 1 or 2, and within 45 days for those rated 3, 4, or 5.

93 percent of exams met the standard in 1995; 98 percent expressed satisfaction in 1996.

OTS will meet with the board of directors during a regularly scheduled meeting or consider a request to forego the meeting.

There were meetings with the boards after 73 percent of examinations in 1995; therewereonly 46 percent in 1996, reflecting the desire of many 1-or 2-rated institutions to forgo the meeting.

STANDARD

RESULT

Interpretive opinion:

Within 20 days of receipt of written request, the OTS will issue an acknowledgment letter that confirms that a response will be provided (or explains why not) and states the name and telephone number for the OTS contact.

This standard was not in effect in FY95; it was met in FY96.

Short-form replies will be issued within 60 days of receipt. Other replies will be issued within 90 days.

This standard was not in effect in FY95; during 1996, 100 percent of short-form replies and 83 percent of long-forms replies were timely (FY96).

Replies will be clear and understandable. Supporting reasons will always be given for the conclusions reached.

This standard was not in effect in FY95; it was met in FY96

Telephone calls will be acknowledged as promptly as possible, but not later than one business day.

This standard was not in effect in FY95; it was met in FY96

U.S. Customs Service

Importation of Merchandise

Increases voluntary trade compliance regarding importation of merchandise.

Informed compliance:

Customs field offices will respond to your request for a binding ruling within 30 days unless the issue must be referred to a Customs attorney, in which case rulings will be issued within 120 days of receipt.

Average time for binding rulings was between 15-20 days. Rulings issued by attorneys averaged 104 days in FY95. In FY96, the standard was exceeded.

Customs will make all rulings available on diskettes by subscription at a nominal fee.

The standard was met FY95 and FY96 - This standard is being replaced with the implementation of Customs World Wide Web site which will make the information available free of charge to the public.

Customs will provide at least two weeks advance legal notice of all changes to its regulatory procedures.

The standard was in FY95 and FY96.

Transaction processing:

Customs will notify the importer and/or the broker of any detention within five working days.

In FY95, there was a 24 percent reduction in untimely notices. In FY96, SEACATS was implemented on October 1, 1996.

Customs will issue an administrative decision regarding the detention within 30 days of the detention.

No data available FY95. In FY96, SEACATS was implemented on October 1, 1996.

Customs will respond to any inquiry made of entry specialist teams within four business hours.

No survey was taken for FY95. The standard was met in FY96.

If an entry is electronically transmitted, Customs will review these documents and grant quota acceptance status, if appropriate, within six business hours of presentation.

No changes in FY95 and FY96.

Customs will reject unacceptable records that do not involve antidumping or countervailing duties within 6 months from Customs receipt of liquidation instructions from the Department of Commerce.

No changes in FY95 and FY96.

STANDARD

RESULT

Customs will liquidate entry summaries involving antidumping or countervailing duties within six months from Customs receipt of liquidation instructions from the Department of Commerce.

The standard was metin FY95 and FY96.

Fines, penalties, and forfeitures:

Customs may allege that imported goods are being entered or introduced in a manner contrary to law. Some of these laws permit the assessment of fines or penalties, while others authorize seizure of the merchandise. In either case, you will be notified in writing of the allegations, your right to request an oral presentation, and your right to submit a written petition seeking remission or mitigation of any such penalties or forfeitures.

No data was provided for FY95 and FY96.

Automated Commercial System (ACS) availability:

ACS will be available for use 99 percent of scheduled operating hours.

The standard was met in FY95 and FY96.

On-line transactions will be completed in less than seven seconds.

The standard was met in FY95; it was exceeded in FY96.

Batch transactions will be turned-around to the user’s terminal in no more than 15 minutes for the Automated Broker Interface, five minutes for the Air Manifest Interface, and 15 minutes for the Sea Manifest Interface.

During FY95, Automated Broker Interface was under standard 97 percent of the time; the Air Manifest was under five seconds 98 percent of the time; and the Sea Manifest was under five minutes 95 percent of the time. During FY96, the Automated Broker Interface was under standard 99.3 percent of the time; the Air Manifest under five seconds 98 percent of the time; and the Sea Manifest under 5 minutes 95 percent of the time, exceeding the standard.

There will never be a phone wait of more than 60 seconds before a caller is connected with a Help Desk technician.

In FY95, 96.2 percent of calls were answered in less than 60 seconds; in FY96, 100 percent of calls were answered in less than 60 seconds, exceeding the standard.

Land Border Crossings

Enforces compliance of federal laws at land border ports-of-entry.

We are committed to upholding the following customer service standards at land border ports-of-entry:

Treating you, our customer, with professionalism and respect.

"Standard met in FY96.’

Working with you, facility managers, and other federal agencies to provide excellent customer service while enforcing the laws of the United States.

"Standard met in FY96."

Providing a supervisor (by phone in remote locations) to address your inspection-related concerns before you leave the area.

"Standard met in FY96."

Making every effort to minimize your wait for inspection.

"Standard met in FY96."

STANDARD

RESULT

Responding to your written inquiries as expeditiously as possible. Upon receipt of your written inquiry with a phone number, we will contact you within five working days. We will mail you a written response within 10 days, if desired.

"Standard met in FY96."

U.S. Agency for International Development

Domestic Development Partners

Manages U.S. foreign economic and humanitarian assistance programs around the world.

Quality:

On a regular basis, we will communicate with our customers to improve our processes and simplify our business practices.

We met with customers, and conducted surveys and interviews.

We will include our customers and partners in an ongoing, consultative process on policy, programmatic, and procedural matters.

This standard is addressed through surveys, interviews, meetings, focus groups, and workshops with customers and partners on a regular basis.

We will hold semiannual vendor meetings for service providers and partners.

Seven vendor meetings have been held in various parts of the country with service providers and partners, with over 1,000 people in attendance.

We will periodically survey customers and partners to see if the changes in our policies and procedures are working to eliminate the impediments you have identified and report customer satisfaction.

U.S. Agency for International Development (USAID) policies, procedures, and strategic plan are posted on the Internet for access and feedback from customers and partners. USAID holds town meetings and conducts focus groups and surveys to obtain input for changes in policies and procedures. A number of redundant policies and procedures have been eliminated and others modified based on customer feedback.

If USAID issues a grant, cooperative agreement, or contract, an Agency project officer will be assigned to facilitate our relationship. The project officer will provide his/her phone number, address, e-mail address, and fax number.

A procurement officer is assigned to each grant, cooperative agreement, or contract to facilitate customer service as described in the standard.

To simplify the Private and Voluntary Organizations (PVO) registration process, we, in collaboration with our PVO partners, reduced the number of documents required from new PVO registrants from 18 to 6; reduced the number of documents required annually from PVO registrants from six to three; and revised and simplified USAID Form 1550-2, used to compute a PVO’s "privateness percentage."

Twelve documents were eliminated from the new PVO registration process; four documents were eliminated from the annual PVO registration requirements; and Form 1550-2 was revised and simplified.

To be more consistent in applying USAID policies and procedures, our contracting and grants officers:

Interpret and apply policies and regulations consistently in awarding grants and contracts.

A customer survey indicates that USAID is improving its consistency in interpreting and applying regulations in awarding grants and contracts.

Eliminated redundant procurement processes, procedures, and reporting requirements by December 1994.

USAID eliminated procurement processes, procedures, and reporting requirements identified by customers as redundant. An automated Acquisition and Assistance System has been developed and is being used to eliminate further redundancies.

STANDARD

RESULT

Published and made available in September 1994, A Guide to Doing Business with the U.S. Agency for International Development, which clearly and concisely describes USAID’s policies and procedures.

This standard is being met.

Timeliness:

We will answer your questions in a courteous, prompt, and professional manner.

Survey information indicates that this standard is almost always met.

You will receive an initial response to calls and e-mails within 24 hours; written inquiries will be answered within 10 working days from receipt. If a full response is not possible within these periods, we will indicate a probable timeframe for resolution.

Survey information indicates that e-mail messages and telephone calls are almost always responded to within 24 hours and that progress is being made toward responding to written inquiries within 10 working days.

USAID’s Office of Procurement will make noncompetitive awards within 90 days and competitive awards within 150 days.

Survey information indicates that progress is being made toward making competitive awards within 150 days.

We will modify contracts and amend grants within 90 days of receipt of requests for action from line offices.

Survey information indicates that the Office of Procurement almost always makes noncompetitive awards within 90 days.

PVOs seeking registration and eligibility requirements to compete for development assistance grant funds are sent a complete registration packet within five days from the receipt of inquiry.

Survey data indicate that this standard is being met.

Applications to register new PVOs are reviewed and formal notice of acceptance or denial is mailed within eight weeks of receipt of fully completed application packages.

Survey data indicate that this standard is being met.

Within three days of an organization’s request for funds under a letter of credit, payment is deposited in its bank account via electronic funds transfer.

Survey data indicate that this standard is being met.

Access to information:

Outside vendors can dial in to an electronic bulletin board and check the status of all invoices and payments.

Survey data indicate that this standard is being met.

STANDARD

RESULT

Provide assistance and acquisition information relevant to PVOs, nongovernmental organizations, universities, and private businesses through USAID’s gopher (gopher.info@usaid.gov) and USAID’s new World Wide Web home page (http://www.info.USAID.gov). These include: general information on USAID-funded programs; country strategies and implementation guidelines; USAID publications; all USAID/W solicitation documents; USAID procurement policies and opportunities; all procurement award notices, posted within five working days of approval; all USAID Commerce Business Daily notices, posted within 24 hours of appearing in the Commerce Business Daily; Center for Trade and Investment Services information on business opportunities; and Office of Small and Disadvantaged Business Utilization information on business opportunities.

USAID has a World Wide Web site in place to address this transparency standard. The site contains the information in this standard and is made available to customers and partners.

Overseas Partners

Promotes sustainable development worldwide that does not exhaust local resources or damage the economic, cultural, or natural environment.

USAID is committed to providing:

Quality:

Each overseas mission will develop and maintain a Customer Service Plan that will state how customers and partners are included in determining customer needs and achieving objectives; explain how customer feedback will be regularly incorporated into work processes; and identify key customer service principles and standards.

A number of USAID’s overseas missions have completed operational unit Customer Service Plans. Overseas operating units are including the customer planning process in the strategic planning process and are beginning to align their internal processes and systems to provide high quality services to customers on time.

We will improve participation in our overseas mission programs to include our customers in planning and implementing USAID’s work and in planning and conducting periodic surveys to determine if services are being delivered in a satisfactory manner.

USAID launched a participation initiative and has directives in place to ensure that customer planning and measurement is being addressed. Customers are participating in planning, achieving, and evaluating USAID’s work, internal processes, and systems.

We will periodically survey our customers to assess their expectations, determine their needs in relation to USAID’s programs, and report customer satisfaction.

USAID operating units are progressing with surveying and assessing customer expectations through focus groups, working sessions, interviews, and consultations.

We will ensure that USAID’s programs provide high quality technical services that are tailored to our customers’ needs.

USAID operating units have increased customers’ and partners’ participation in the decision making process and are tailoring technical services to customer needs.

We will directly involve customers in defining plans and activities to ensure results and continuous improvements in USAID’s programs.

USAID operating units have increased participation and inclusion of customers’ views in the initial planning stages of development work.

We will continue to collaborate with customers, local partners, and stakeholders to ensure service delivery meets the needs of our customers and serves America’s long range Foreign Policy interests.

USAID operating units have increased collaboration with customers, local partners, and stakeholders through team participation, interviews, consultations, dialogue, focus groups, meetings, and customer assessments.

STANDARD

RESULT

Timeliness: we will improve the turnaround time for service to our customers.

Provide an initial response to inquiries within 24 hours; written inquiries will be answered within five working days from receipt. If a full response is not possible within these periods, we will indicate a probable timeframe for resolution.Survey information indicates that e-mails and telephone calls are almost always responded to within 24 hours and that the five working day turnaround time for written responses to customers/partners has improved.

We will disburse funds in time to allow for implementation of activities on schedule.

More information is currently being gathered to document customers’ assessment of USAID’s performance in relation to this standard.

Access to information: USAID will offer greater access and more transparency to Agency activities and information. USAID has a World Wide Web site accessible to the overseas missions. Information for USAID’s customers and partners is accessible on the Internet.

Provide periodic customer information guides to activities, processes, and information.

Numerous reports, brochures, newsletters, and other information are available to customers and partners.

We will hold semiannual meetings with customers and partners to provide information and facilitate an open dialogue regarding USAID programs.

A number of continuous open dialogues, team sessions, meetings, and consultations, are held with customers and partners in overseas missions regarding USAID programs.

U.S. Trade and Development Agency

Assists in the creation of jobs for Americans by helping U.S. companies pursue overseas business opportunities.

The U.S. Trade and Development Agency (TDA) is currently undertaking two surveys to obtain feedback from the U.S. business community concerning the quality of TDA services, customer satisfaction with the TDA program, and results from the services provided. Information gained from these two surveys will enable TDA to make improvements where necessary in its customer service. The results of these surveys should be available in the next two months.

TDA services will meet the highest standards for quality, innovation, and timeliness.

Data are not currently available.

All TDA staff take personal responsibility for client satisfaction. To this end, we will proactively seek new and better ways to understand and meet our clients’ needs and to solve problems.

Data are not currently available.

If TDA does not provide the requested services, then we will attempt to advise you where to obtain them and help you make the contact.

Data are not currently available.

Veterans Affairs

Office of Small and Disadvantaged Business Utilization

Provides assistance to small and disadvantaged businesses on Department of Veterans Affairs procedures.

STANDARD

RESULT

Reliability—the ability to perform the promised service dependably and accurately:

When we make a commitment to you, we promise to fulfill it on time. This means "we will do what we say, when we say we will do it."

Customer standards are posted on theOffice of Small and Disadvantaged Business Utilization (OSDBU) home page; printed in trade association and VA employee newsletters with information about how to contact us. Dates of receipt and dispatch for written documents are tracked in a correspondence log and Internet e-mails received and their responses are printed and reported monthly to the Staff Director.

Responsiveness and communications—the willingness to help customers and provide prompt service:

We will publish reliable information on "who is buying what when" as soon as feasible.

The Business Assistance Information package is updated quarterly.

We will publish VA’s "Forecast of Contracting Opportunities" report on the VBBS within three working days upon completion of the final report.

There was100 percent compliance through February 21, 1997 when VBBS was discontinued by VA IRM officials. OSDBU is in the process of migrating the material to VA’s home page. When this is accomplished, the language of the standard will be revised.

We will mail a copy of the "Forecast of Contracting Opportunities" report within five business days of receipt of your request.

Correspondence log shows less than 50 percent compliance with this standard. We have now formed work groups to improve response times.

We will update the OSDBU "Points of Contact Telephone Directory" on a quarterly basis and publish it on the VA Vendor’s Bulletin Board System (VBBS) within three business days upon completion of the updated directory.

There was100 percent compliance through February 21, 1997 when VBBS was discontinued by VA IRM officials. OSDBU is in the process of migrating the material to VA’s home page. When this is accomplished, the language of the standard will be revised.

We will mail a copy of the "Directory" within five business days of your request.

This standard is linked to the Forecast of Contracting Opportunities. We intend to delete this standard or revise it to reflect availability of the information on VA’s home page.

We will listen to your comments, suggestions, and complaints about your experiences with OSDBU as a way to improve our service continuously.

See response for "Reliability" standard. Additionally, OSDBU staff participate in national VA e-mail groups and in national monthly hotline calls as a method for obtaining feedback from customers. In January 1997, OSDBU dispatched a customer satisfaction survey to all students attending FPDS training during FY96 and first quarter FY97. The results have been published and improvement areas identified.

Upon receipt of your complaint, we will initiate action with the appropriate VA office within one business day if your complaint involves a payment matter. For other types of complaints, we will initiate action with the appropriate VA office within three business days upon receipt of your complaining.

OSDBU’s controlled correspondence log, in place since January 1985, has tracked 22 complaints about VA activities. Sixteen were dispatched within parameters. No e-mail complaints have been filed. Complaints received by telephone are handled informally.

Introduction ||| Contacts ||| Contents ||| Beneficiaries ||| Business ||| General Public ||| Law Enforcement ||| Natural Resource Management ||| Research and Academic Community ||| States, Localities, and Other Partners ||| Travelers, Tourists, and Outdoor Enthusiasts ||| U.S. Government and Federal Employees ||| Veterans

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