STANDARD

RESULT

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.

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

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.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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.

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.

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.

STANDARD

RESULT

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.

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.

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.

STANDARD

RESULT

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.

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.

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.

STANDARD

RESULT

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.

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.

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.

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.

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.

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.

STANDARD

RESULT

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.

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).

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.

STANDARD

RESULT

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.

STANDARD

RESULT

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

STANDARD