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.T

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

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. We are also producing a guidance document on making determination of eligibility.

STANDARD

RESULT

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 change, 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 a 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.

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.

STANDARD

RESULT

You will be provided with accurate information or expert help to resolve or minimize your wildlife conflict.

In 1995, 77 percent were satisfied that the agency helped solve their wildlife problem.

Our employees will show respect for people, property, and wildlife.

Overall satisfaction with Animal Damage Control (ADC) personnel was above 90 percent in 1993.

Our employees will respect varying viewpoints on wildlife damage management.

Specific measurement criteria are being developed.

We will use the most humane, selective, and effective control techniques.

In 1993, 81.5 percent of clients said ADC’s methods and tools are effective.

We will conduct activities in a professional, biologically sound, and accountable way.

Specific measurement criteria are being developed.

Our work will be done in a safe manner and in accordance with all federal, state, and local laws and regulations.

Specific measurement criteria are being developed.

All Miami Animal Import Center (MAIC) clients will receive professional, courteous, fair, and even-handed treatment. We will use our knowledge of regulations, policies, and procedures to allow things to be done rather than merely prevent them from occurring.

Ninety-seven percent were satisfied with the service orientation of personnel, 91 percent were satisfied with communication, and 88 percent were satisfied with information provided.

Taxpayers can expect that we will make every effort to recover the costs of running MAIC from those who benefit and directly use our services. Direct users can expect an explanation of any charge, structuring of charges to minimize costs to a particular shipment, and correction of any calculation or charging errors.

Financial accountability was improved to eliminate costly procedures and increase efficiency. All checks are processed in 24 hours. All bills (APHIS 81 forms) are processed in 24 hours.

We will serve our import clients by providing good care for the animals quarantined in our facility.

Eighty-seven percent were satisfied with the quality of care given. Housekeeping, grooming, and feed have been improved.

We will improve the information we provide to the public about importing a pet bird through MAIC.

We adopted quarterly meetings for general brokers and meetings for special topics.

We will have a veterinary medical officer available at all times during business hours.

Veterinary inspection was increased to include clinical inspection twice a day.

We will negotiate special care arrangements for quarantined animals that do not adversely affect our biosecurity efforts and the welfare of other animals in the facility.

One hundred percent were satisfied with biosecurity measures employed.

STANDARD

RESULT

We will ensure that applications are properly filled out and sent to the regional office by express mail for assignment of account numbers within one business day of receipt.Survey being developed.

We will reconcile trust fund statements within 10 business days of receipt from APHIS Field Servicing Office to allow accounts to be closed and refunds made.

Survey being developed.

We will issue import permits within two business days of submission of applications after quarantine account numbers are issued.

Survey being developed.

We will maintain a clean and healthy environment for animals using the export facility.

Housekeeping has been improved for individual stalls.

We will provide a baseline amount of feed for animals using the facility. We will be happy to feed more at exporter request and expense when advance arrangements are made to enable us to have the feed on hand.

Quality of food has been improved.

We are committed to processing most pet and nonlivestock certificates within 15 minutes while the client is in the office.

Survey being developed.

We will help clients exporting animal byproducts to write certificates that will meet the requirements of the importing country and that can be signed by MAIC veterinarians.

Survey being developed.

We will mail fresh supplies of health certificates to USDA-accredited veterinarians within one business day of request.

Survey being developed.

To speed travelers with animals on their way, we will contact issuing veterinarians when a proffered health certificate contains three or fewer minor errors or omissions to obtain information to correct them on the spot.

Survey being developed.

We will help private practitioners write health certificates by providing current requirements and by reviewing certificates at the veterinarian’s request prior to submission.

Survey being developed.

STANDARD

RESULT

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.

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.

Respond to each customer in a courteous, efficient, timely, and helpful manner.

No customer complaints were received. We estimate that at least 98 percent of responses were handled in a courteous, efficient, timely, and helpful manner.

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

Some units created simple, easy-to-use brochures to market their customer services. No customer complaints were received about not understanding services.

Accurately direct you to the person or agency that has the information you need.

This is part of our routine.

Deliver promised information and products promptly.

Most deadlines were met, whether printing documents or producing other products, with deadline changes either requested or approved by customers.

STANDARD

RESULT

Work with you to meet your needs, while complying with laws and regulations.

This is routinely done. Customers were kept informed of laws and regulations.

Explain why, or offer an alternative, if we cannot meet your request.

This is routinely done. No complaints were received.

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

No customer complaints were received.

Respond to your telephone or written requests within two business days.

Responses to most telephone or written requests were made within the same day (often within minutes or hours); at least 98 percent were handled within two business days, and probably 75 percent were handled within one day.

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 is 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 to your suggestions.

Customers rated staff 3.73 on a 5-point scale (1994). Survey 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).

STANDARD

RESULT

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.

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.

A courteous, efficient staff ready to provide technical, financial, and counseling assistance to you from loan application to graduation/payoff.

Survey planned.

We will offer you the full opportunity to become a successful homeowner by providing home ownership counseling where available, and/or referring you to a home buyer’s education program in your local area.

Survey planned.

A prompt review of your loan request and determination of eligibility within 30 days of receipt of your completed application.

Survey planned.

We will work in partnership with others such as your local real estate broker and/or builder to ensure a pleasant and professional loan processing experience.

Specific measurement criteria are being developed.

During the processing period, our staff will keep you informed regarding the status of your loan request and potential funding.

Specific measurement criteria are being developed.

After receiving your loan, we will continue to work with you to ensure your success of home ownership.

Specific measurement criteria are being developed.

STANDARD

RESULT

We will be there to work with you and provide the necessary assistance should you experience difficulties in carrying out the responsibilities of home ownership.

Specific measurement criteria are being developed.

If your income is reduced, we will promptly determine if your house payments could be lowered.

Specific measurement criteria are being developed.

You will be notified in writing of any adverse action taken on your loan/loan request, and the reason for the action, and you will be advised of your appeal rights.

Survey planned.

We will keep our promises and be ethical in our service to you.

Specific measurement criteria are being developed.

We will be polite and responsive, and will assist you with a staff knowledgeable of our programs.

Specific measurement criteria are being developed.

We will return your calls in an expedient manner.

Specific measurement criteria are being developed.

We will be accessible and available to talk to individuals, organizations, and groups about our program.

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

We will respect your right to quality and professional service.

Specific measurement criteria are being developed.

We will 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.

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

Specific measurement criteria are being developed.

We will continually search for customer-related improvements.

Survey planned.

We will listen to our customers to ensure that Rural Housing and Community Development Service regulations and forms are customer-friendly and ensure success of the program.

Specific measurement criteria are being developed.

We will efficiently and effectively provide you with assistance.

Specific measurement criteria are being developed.

We will provide technical and professional assistance to our customers.

Specific measurement criteria are being developed.

STANDARD

RESULT

You will be treated with courtesy every time you contact the Columbus Foundation.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

Your questions regarding the Columbus Foundation will be answered on your first call.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

Information requested regarding the Columbus Foundation’s fellowship programs will be mailed out promptly.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

Thorough consideration will be given to every fellowship application received.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

We will always treat you fairly and courteously.

Accomplished.

We will answer the telephone on or before the third ring. You will speak to one of our staff. On the rare occasion when no one is available, you may leave a message on our answering machine, and we will return your call on the same day or the next working day.

Accomplished.

Our letters to you will always be written in plain language.

Accomplished.

If for some reason we can’t meet the standards given below, we will send you an interim response explaining when you can expect our full reply.

Accomplished.

We will respond to your complaint letter within 10 working days.

Accomplished.

As appropriate, our written responses to complaint letters will provide you with additional sources of information and redress, and will include a complaint-handling fact sheet.

Accomplished.

If you telephone us with a complaint, we will advise you on the telephone. If a complaint specialist is not available, we will return your call by the next business day.

Accomplished.

STANDARD

RESULT

We will answer your written inquiry within 10 working days.

Accomplished.

If you telephone us, you will speak to a knowledgeable person who will answer your question. If we don’t know the answer, we will find someone who does. If we need to refer you to another office, our referrals will be prompt and accurate.

Accomplished.

Publications will be sent out within five days of receiving your request.

Accomplished.

They will be written in plain language, and will be easily understood and appropriate for our audiences.

Accomplished.

Consumer publications will be available in large type, on request.

None requested.

Provide prompt response to telephone requests for information.

No report provided.

Be pleasant and courteous in helping customers locate information.

No report provided.

Find the answers and return the call within 24 hours if we are unable to supply information immediately or refer you appropriately.

No report provided.

Meet reasonable customer deadlines for responses or explain promptly why we can’t.

No report provided.

Strive to identify you, our customers, so we can improve the Department information available to you not only by mail, but also via electronic media.

No report provided.

Use customer suggestions, complaints, and other feedback to improve our services.

No report provided.

STANDARD

RESULT

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 timeframe specified by the writer. Responses will be clear and concise.

Specific measurement criteria are being developed.

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.

Meet your needs, not ours.

We are meeting this goal, as confirmed by the International Map Trade Association (IMTA) customer survey and feedback (1996).

STANDARD

RESULT

Are accurate.

We are meeting this goal, as confirmed by the International Map Trade Association (IMTA) customer survey and feedback (1996).

Are updated to the time of sale.

We are meeting this goal, as confirmed by the International Map Trade Association (IMTA) customer survey and feedback (1996).

Are fairly priced.

We are meeting this goal, as confirmed by the International Map Trade Association (IMTA) customer survey and feedback (1996).

Assess customer satisfaction and develop plans to improve customer satisfaction.

IMTA customer survey and feedback.

Market our chart products and services at boat shows and technical conferences.

We participated in five boat shows and four commercial shipping shows.

Continue our customer outreach program at major port cities nationwide.

We participate in meetings with major cities and trade shows.

Respond the same day to your telephone inquiries.

We respond within one to two days.

Respond within one week of your written correspondence.

We respond within one to two weeks.

Always be polite, considerate, and honest when communicating with you.

We are meeting this standard.

Ensure that our products and services meet or exceed your expectations.

User comments are used to correct problems.

Work closely with the International Hydrographic Organization and U.S. federal agencies to ensure that uniform surveying and charting standards are adhered to in our products.

We are working closely with IHO, International Meteorological Organization, U.S. Coast Guard, and the Navy.

Actively participate in national and international conferences, committees and technical workshops.

We participated in the Canadian Chart Organization meeting and the Statistics Committee meeting.

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 last10 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.

STANDARD

RESULT

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 as common as smoke detectors—to place NOAA Weather Radios (NWR’s) 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.

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.

STANDARD

RESULT

We will provide you with accurate, timely general information about the patent and trademark processes, products, and services, as well as information about the Patent and Trademark Office (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; survey 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; survey 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; survey did not explictly measure results for this standard.

STANDARD

RESULT

The Committee will communicate clearly and concisely to the National Industries for the Blind (NIB), NISH, and participating NPAs all requirements and other information that affect their participation in the JWOD Program. The Committee will actively assist NPAs to market their products and services to the federal government.

The Committee worked closely with NIB, NISH, and GSA to highlight JWOD products in new marketing and distribution systems developed in acquisition streamlining initiatives. The Committee has just published a catalog of JWOD office products and other general-use products to increase visibility of JWOD items.

Committee actions regarding additions, pricing, contract administration, compliance, and other activities will be performed within the shortest time possible in accordance with established timeframes to enhance the ability of the NPAs to accomplish their mission of providing employment and training for people who have severe disabilities.

The Committee has established processing standards as well as a tracking system to monitor adherence to recommended timeframes. During FY96, the staff handled 233 additions, 240 pricing actions, 134 compliance reviews, and hundreds of other actions, most within the established timeframes. The Committee received praise from NIB, NISH, and NPAs on improvements in responses.

JWOD products and services will meet the customers’ quality requirements at a fair market price.

The Committee is undertaking a comprehensive analysis of pricing procedures with input from independent consultants, JWOD participants, and federal customers to identify ways of increasing the effectiveness of these procedures. The Committee continues to encourage and, as appropriate, work with NIB, NISH, and federal customers on the improvement of JWOD products.

The Committee will communicate clearly and concisely to federal procurement personnel and end users of JWOD products and services all requirements and other information that affect their participation in the JWOD Program, and help remove barriers to their support of the program. Committee actions regarding additions, pricing, and contract administration will be performed within the shortest time possible in accordance with established timeframes to enhance the ability of procurement personnel to meet their customers’ demands for products and services.

In FY97, the Committee is implementing a comprehensive evaluation of the program that includes a Federal Customer Survey to assess satisfaction with prices, quality, timeliness, and administrative processes.

STANDARD

RESULT

The Committee will work with distributing agencies, including GSA, Department of Veterans Affairs (VA), the Defense Logistics Agency, and any authorized commercial distributors to ensure that JWOD products are easily identifiable and accessible via up-to-date procurement methods such as credit card purchasing and electronic commerce.

The Committee developed a catalog of JWOD office supplies and other general products and services. The catalog provides information about the various methods of ordering products and will be widely distributed in the next year.

To be given easy-to-follow instructions in English, or, if you choose, Spanish, on how to use the Hotline.

A survey of callers showed 100 percent reported that Hotline instructions were easy to use.

To have your call answered immediately, seven days a week, 24 hours a day.

The Hotline was available to callers continuously for the past year. About 87 percent of the callers surveyed reported that they reached the Hotline the first time they dialed.

To hear the most up-to-date information on product safety recalls.

Consumer Product Safety Commission (CPSC) staff continually reviews and updates recorded messages and removes outdated messages. This ongoing review makes the system less complex and easier to use. Recorded safety messages describing product recalls are always available on the Hotline the same day that the calls are announced.

To speak to a Hotline staff person who will give you courteous service and be available between 8:30 a.m. and 5:00 p.m. EST Monday through Friday except holidays.

Hotline staff are always available during business days from 8:30 a.m. to 5:00 p.m. to speak directly to callers. Staff members take product-related complaints of hazardous products or assist callers after they have listened to recorded safety messages. Callers who participated in the survey reported that Hotline staff members were always courteous.

To have your complaint of an unsafe product or product-related injury taken accurately and a copy mailed to you within two business days so that you may confirm the information you provided.

A sample of complaints returned to CPSC confirmed that Hotline staff had recorded them accurately. Tracking information showed that, during a two-month period, callers were mailed copies of their complaints the next business day about 14 percent of the time and in four business days about 93 percent of the time. After identifying the problem’s source and developing a system to improve performance, 94 percent of the complaints were mailed within two business days. Subsequently, the standard was adjusted to this more realistic and cost-effective timeframe.

To leave a message at night and on weekends and holidays if you want to report an unsafe product or product-related injury. Your call will be returned the next business day.

Of the 369 callers who left a message during a three-month period, 97 percent had their calls returned the next business day.

STANDARD

RESULT

To arrange to speak to a CPSC staff member in one of the following languages: Arabic, Burmese, Cambodian, Cantonese Chinese, French, Italian, Japanese, Korean, Ukrainian, Vietnamese, and Yiddish.

CPSC staff members are available to speak to callers in any of 19 different languages.

To speak with a courteous Technical Information Specialist who will be available between 7:30 a.m.and 5:30 p.m. EST Monday through Friday except holidays.

Objective data showed that requests were processed by knowledgable Technical Information Specialists from 7:30 a.m. to 5:30 p.m.

To have your request processed by a knowledgeable Technical Information Specialist.

Objective data showed that requests were processed by knowledgable Technical Information Specialists from 7:30 a.m. to 5:30 p.m.

To have your information requirements met.

Eighty-nine percent of respondents reported that they received the information they requested, and 83 percent reported that they were satisfied with the information received.

To have your request for information acknowledged in writing within five working days.

Requests for information were acknowledged within five days 94 percent of the time.

To leave a message at night and on weekends and holidays if you want to request incident data or check the status of a request. Your call will be returned the next business day.

Specific measurement criteria are being developed.

By November 1995, to receive our most frequently requested statistical and other injury information from our fax-on-demand system.

This is planned to be fully operational by the third quarter of FY97.

If you are a manufacturer of a consumer product, to have all relevant information on incidents and investigations regarding your product sent to you for review and comment under an information-sharing program.

Specific measurement criteria are being developed.

Information will be made fully and readily available, consistent with statutory requirements, unless its release is precluded by current and valid security classification. The provisions of the Freedom of Information Act will be supported in both letter and spirit.

Specific measurement criteria are being developed.

STANDARD

RESULT

A free flow of general and military information will be made available, without censorship or propaganda, to the men and women of the Armed Forces and their dependents.

Specific measurement criteria are being developed.

Information will not be classified or otherwise withheld to protect the government from criticism or embarrassment.

Specific measurement criteria are being developed.

Information will be withheld only when disclosure would adversely affect national security or threaten the safety or privacy of the men and women of the Armed Forces.

Specific measurement criteria are being developed.

The Department’s obligation to provide the public with information on its major programs may require detailed public affairs planning and coordination within the Department and with other government agencies. The sole purpose of such activity is to expedite the flow of information to the public: Propaganda has no place in Department of Defense public affairs programs.

Specific measurement criteria are being developed.

Reliability in handling routine orders, answering questions, and meeting customer schedules.

Our customers get a professional and timely response. Based on a mid-year review of our standards, 81 percent of complaints received in the Customer Service Division were resolved within two days. To ensure reliability of service, we are working toward ISO 9002 registration. The ISO standard provides consistency and establishes a quality management framework.

Responsiveness to customer requests and problems.

Same as above.

Employees’ knowledge of products and ability to answer questions and solve problems.

Same as above.

Professionalism in telephone and written communications.

Same as above.

We will inform state and local officials of our policies and authorities, and participate in their emergency seminars and exercises when asked.

This is not a measurable customer service standard and will be deleted. The Corps will continue to engage in these activities and is developing measurable customer service standards.

STANDARD

RESULT

We will provide emergency operations assistance (such as providing sandbags, pumps, technical assistance, etc.) when requested and in compliance with Public Law 84-99.

This is not a measurable customer service standard and will be deleted. The Corps will continue to engage in these activities and is developing measurable customer service standards.

We will provide post-flood assistance to include technical advice and assistance, debris clearance, debris removal, and temporary restoration of critical public facilities or services, and identify hazard mitigation opportunities as part of our interagency team.

This is not a measurable customer service standard and will be deleted. The Corps will continue to engage in these activities and is developing measurable customer service standards.

We will provide temporary assistance for emergency water supply as a result of a drought or contaminated source for up to 30 days or until the Federal Emergency Management Agency undertakes the provision of emergency water under its own authorities, whichever is earlier.

This is not a measurable customer service standard and will be deleted. The Corps will continue to engage in these activities and is developing measurable customer service standards.

We will answer your written inquiry within 15 working days.

Anecdotal data and focus group feedback indicate that this is a relevant standard. The monthly agency assessment system data indicate that ED staff and offices exceed this standard and achieve a 12-day average turnaround time. ED is considering updating this standard to 10 working days, and is in the process of conducting a satisfaction survey of its correspondence customers.

If you telephone us, you will speak to a knowledgeable person who will answer your question or refer it properly. You will receive no more than two referrals.

Baseline customer data indicate that customer referrals remain a relevant standard. The ED standard is based on an open matrix of information services. A mystery shopper survey of all ED call centers shows that 69 percent of calls are resolved within two referrals, 76 percent within three, 94 percent within four, and 99 percent within five. The National Performance Review standard is 85 percent resolution at the first point of contact for call centers dedicated to specific missions. An implementation plan will be undertaken to strengthen ED information systems and to make referrals more targetted, accurate, and responsive to caller needs.

We will answer phone calls promptly, within three rings, and return all voice-mail messages within 48 hours.

Baseline customer data indicate that telephone promptness remains a relevant standard. Data obtained from mystery shopper survey indicate that 55 percent answered within one ring, 80 percent within two rings, 88 percent within three rings, 94 percent within four rings, and 99 percent within five rings. Anecdotal data on voice-mail reply promptness indicate that we are complying with the standard.

We will respond to your e-mail messages within 48 hours.

A customer survey has been approved by the Office of Management and Budget and will be conducted shortly to obtain feedback data. All anecdotal feedback indicate that ED is meeting this standard.

If you have a personal appointment with a Department employee, you will not be kept waiting.

No measurement conducted. Anecdotal feedback indicate that ED is meeting this standard. The standard is being reviewed for relevancy.

STANDARD

RESULT

Requests for single copies of publications by telephone will be sent within 48 hours.

Evaluation data indicate that ED is meeting this standard. ED is also writing a performance-based contract for one-pubs distribution. Responsiveness to publication requests will be a component of measurement criteria with which the contractor will have to comply. This contract will also include customer feedback requirements, specific data measurement criteria development, and customer satisfaction.

Requests for single copies by mail and all bulk orders will be filled within 72 hours.

Available data indicate that ED is meeting this standard. See comments relating to previous action taken on publications.

Publications and documents will be made available in alternative formats on request.

This is now ED policy and is under review. This standard will be made a part of the one-pubs contract requirement. The Office of Special Education provides 100 percent compliance with the standard for its customers.

We will give you the option to receive information in electronic form where possible.

This is now ED policy. All data indicate compliance with the standard and customer satisfaction with availability. The one-pubs contract will also make this a criteria. The standard is under review.

We will respond to written complaints within 15 working days.

Internal measurement indicate that this standard is met 100 percent. The standard is now ED policy. It is under consideration for consolidation with the correspondence standard.

If you telephone us with a complaint, we will advise you on the telephone or refer your complaint to the proper source.

Anecdotal data indicate compliance with the advisement component of this standard, and mystery shopper referral data indicate compliance with the referral component. The standard may be consolidated with the correspondence standard.

We will disseminate timely and accurate information on grant opportunities and provide clear guidelines for grant proposal and criteria for selection.

We are in the process of reengineering the discretionary grants system based on customer feedback. We accomplished process improvements to comply with customer expectations on timeliness guidelines and criteria for selection. These improvements are now grant policy and procedures. We will continue to seek customer feedback through additional customer surveys.

We will disseminate timely and accurate information on student financial aid application procedures and program provisions.

We have made improvements in making timely and accurate information available to both students and institutions in response to their feedback. We are studying further improvements. Applications are on-line via the Internet, and we instituted listservs for institutions and created other feedback loops to allow rapid interaction and turnaround of products and information in response to customer needs. ED’s recent institution of technological enhancements to permit direct customer interaction on-line via the Internet and the Direct Loan initiative are additional examples. We have a system of surveys in place to seek ongoing customer feedback.

We will acknowledge receipts of requests for administrative actions and other inquiries within 48 hours.

The standard is now ED policy. All anecdotal data indicate compliance with the standard. This standard is being considered for revision or deletion, but it remains a program office standard.

Final response on administrative actions will be completed in 30 calendar days.

The standard is now ED policy. All anecdotal data indicate compliance with the standard. The standard is being considered for revision, but it remains a program office standard.

Grant award documents will clearly identify which requests should be referred to the grants specialist or program specialist and which grantee actions do not require prior approval.

All grant documents have been changed to reflect these new requirements based on customer feedback. This is now grants policy and procedure. The standard is being considered for revision, but it remains a program office standard.

STANDARD

RESULT

We will provide timely, accurate, and dependable technical assistance.

Anecdotal data indicate compliance with this standard. The standard is being considered for revision, but it remains a program office standard.

We will provide information that explains the final funding decision.

The standard is now ED policy and all matters related to final funding decisions are made available to grantees. The standard is being considered for revision, but it remains a program office standard.

We will institute sensible reporting requirements and, when conducting monitoring and site visits, perform exit interviews and make final monitoring reports available within 30 days.

Compliance is now a matter of policy. This standard is being considered for revision, but it remains a program office standard.

Demonstrate new environmental technologies and systems and transfer them to private industry and federal facilities. Demonstrate over 126 new environmental technologies, knowledge that drives the nation’s future.

The key technologies listed were successfully completed. In FY96, 127 technologies were demonstrated.

Reduce environmental, safety, and health risks by cleaning up DOE sites and complete 238 environmental cleanup actions.

In FY96, the Office of Environmental Management (EM) completed 273 environmental cleanup actions. The completions consisted of 158 final remedial actions and 115 interim actions.

Stabilize 250 kilograms (kg) of plutonium residues and solutions at the Hanford and Savannah River sites.

In FY96, 482 kg of plutonium residues and solutions were stabilized. This includes 99 kg of plutonium solutions stabilized at Savannah River and 2 kg of plutonium solutions plus 381 kg of plutonium residues at the Hanford site.

Finish 43 decommissioning projects and 137 vicinity property cleanups.

Forty-seven decommissioning projects and 163 vicinity property remedial actions were completed.

Manage 348,211 cubic meters of high-level waste.

Reductions to inventory were 12,865 cubic meters.

Issue pollution prevention performance measures and waste reduction goals by March 1996 to be achieved by the year 2000.

The FY96 data indicate that 60 percent of DOE’s purchases of Environmental Protection Agency-designated items contained recycled or recovered materials.

Initiate 20 additional projects in FY96 that will yield net savings of at least $30 million over a three-year period.

A total of 22 projects were initiated during FY96. Quarterly field progress reports from the 22 projects indicate that the cost savings estimate of $30 million over three years is still appropriate.

STANDARD

RESULT

Increase the frequency by which Environmental Mangement (EM) employees interact with stakeholders by establishing programs that engage individual employees with individual stakeholders at each EM site.

Since 1992, Site-Specific Advisory Boards (SSABs) have been established at 11 DOE sites. In FY96, a 12th SSAB was established. Two additional SSABs are planned for FY97. In June 1996, an estimated 750 stakeholders at 11 sites across the country participated in a national stakeholder budget videoconference hosted by the Assistant Secretary for Environmental Management.

Improve the distribution of programmatic information by filling orders for publications at the Center for Environmental Management Information within two business days from the time they reach the center.

At least 90 percent of publication requests have been filled within 48 hours of receipt. In calendar year 1995, the center successfully responded to 16,494 requests for information. In FY96, over 135,000 requests for information were filled (including World Wide Web inquiries). If requests involve budget analysis or other comprehensive products, the center’s staff will contact the customer with information on when they can expect a final product or conclusive response.

Increase the percentage of stakeholders reporting a "great deal" or "quite a lot" of trust in DOE from 26 percent in 1994 to 35 percent in 1996.

Results from surveys conducted in 1992 and 1994 show marked increases in trust and confidence in the DOE. The results of the third survey will be released in mid-July1997.

Ensure that the business of DOE will be open to the full view and input of those whom it serves, consistent with applicable laws, regulations, and contracts. Ensure that EM decisions consider the input of site- specific groups.

SSAB and public participation are in the FY98 EM budget. SSABs provide EM with advice on policy issues and help ensure that stakeholder input is given fair and adequate consideration in EM decisions. Nearly 70 percent of SSAB participants feel that these boards have provided informed advice to DOE. Also, all steps for involving the public in FY98 budget formulation process have been completed on time.

Eliminate the 1993 and 1994 backlog of 208 Freedom of Information Act (FOIA) requests.

The Department has reduced the average age of all pending cases by nearly 50 percent since backlog reduction initiatives were implemented in 1993.

Centralize FOIA/Privacy Act headquarters operations to ensure compliance with the 10-day statutory response time.

DOE is closer to compliance with the 10-day statutory requirement.

Implement quality improvement action plans by January 1996 at all Headquarters and Field Organizations as measured by increased self-assessment scores and external recognition of achievements.

In 1996, there was a 22 percent increase in self-assessment scores. Between 1994 and 1996, external customer satisfaction increased from 73 percent to 85 percent; 30 DOE teams have received Vice President Gore’s Hammer Award for improvement efforts and efficiencies; 9 major DOE organizations have received State Quality Awards; and 31 DOE organizations have received Energy Quality Awards for outstanding success in improving performance. The levels of excellence highlighted by this recognition underscore the superb quality improvement gains achieved throughout DOE.

STANDARD

RESULT

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.

Confidence and reliability levels maintained at 100%.

Safely deactivate surplus nuclear facilities and shut down and clean up surplus non-weapons nuclear reactor sites.

This standard is being revisited as a result of a January 1997 announcement that the Fast Flux Test Facility at the Hanford site in Washington will be maintained in a standby condition, while any future role it may play in the Department’s tritium production strategy is evaluated. A determination will be made by December 1998 as to what role, if any, the facility could potentially play in the future tritium production system.

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.