Archive

Introduction ||| Contacts ||| Contents ||| Beneficiaries ||| Business ||| General Public ||| Law Enforcement ||| Natural Resource Management ||| Research and Academic Community ||| States, Localities, and Other Partners ||| Travelers, Tourists, and Outdoor Enthusiasts ||| U.S. Government and Federal Employees ||| Veterans

End of this document

Customer Service Standards for

Travelers, Tourists, and Outdoor Enthusiasts

Agriculture (Department)

Animal and Plant Health Inspection Service

International Services

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

STANDARD

RESULT

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.

Plant Protection and Quarantine

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

STANDARD

RESULT

We will serve international travelers and carriers by:

Providing professional and courteous treatment.

Survey in process.

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

Survey in process.

Answering travelersí questions or concerns before they leave the inspection area.

Survey in process.

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

Survey in process.

We will serve cargo customers and carriers by:

Providing professional and courteous treatment.

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

The Miami Animal Import Center

Protects U.S. animal industries from the introduction of foreign animal diseases and enhances U.S. export products by endorsement and certification.

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.

STANDARD

RESULT

Import animal clients:

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. Housekeepin, 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.

Privately owned commercial bird and ratite quarantine:

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.

Export facility clients:

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.

Export certification:

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.

STANDARD

RESULT

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 veterinarianís request prior to submission.

Survey being developed.

Forest Service

Provides leadership in the management, protection, and use of the nationís forests and rangelands.

Our offices, worksites, and visitor centers will be open at times convenient to our customers.

In FY96, 85 percent of customers were satisfied with our office hours.

Our facilities will be safe, clean, attractive, and informative.

In FY96, 87 percent of customers were satisfied with the facilities used.

Our facilities and programs will be accessible to persons of all ages and abilities.

In FY96, 97 percent of customers were satisfied with the accessibility of our facilities and programs.

Visitors will always be welcomed with prompt, courteous service.

In FY96, 96 percent of customers agreed that they received prompt, courteous service.

Customers will be asked regularly to help us improve our services and business practices.

The FY96 survey collected and tallied specific suggestions for improvement.

Customers will receive the services and information they request, or we will explain why we cannot meet the request.

In FY96, 94 percent of customers received the information they requested.

Customers will be fully informed of the process required for grants, agreements, contracts, and permits, and we will respond in a timely manner.

In FY96, 91 percent of customers said the procedure for their request was clear and efficient.

Defense (Department)

U.S. Army Corps of Engineers

Water Resources Operation and Maintenance

Operates 234 locks, dredges over 900 harbors, operates and maintains 383 major lakes and reservoirs for flood control, maintains 2,500 recreation sites, and provides hydropower at 75 sites.

We will publish all scheduled lock outages and maintain procedures for notification of unscheduled outages.

Corps districts provide notices to navigation interests announcing scheduled and unscheduled lock outages and meet with navigation interests to discuss timing issues for these outages.

We will coordinate and share information with federal, state, and local officials of potential flood conditions.

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 maintain the harbors and rivers of Americaís waterways so that they are open to traffic.

We and our dredging contractors dredged 234 million cubic yards of maintenance material during FY96, keeping open 12,000 miles of commercial inland waterway and over 500 harbors.

We will maintain all recreation facilities in a clean and safe condition, and we will treat all of our visitors courteously.

The survey conducted during the 1996 summer recreation season indicates that the Corps can improve in restroom cleanliness and in providing water safety information. Additional surveys will be conducted in 1997 and 1998. The highest rated categories were staff helpfulness, safety and security, and park appearance.

Health and Human Services (Department)

Centers for Disease Control

Prevention Health Information Services

Provides citizens of the world with preventative health information and publications covering a broad range of diseases.

The system will provide access to multiple health topics, currently over 50 programs or topics. Topics will be continually added and revised.

Presently, the Voice Information System (VIS) is undergoing a major conversion to toll-free access; programs are reviewing the information currently residing on the system. Since the last report, VIS has added new topics including childhood lead poisoning, nutrition and physical activity, and cancer; and population groups like womenís health and adolescents and youths.

We strive to support the system with the latest communication technology for easy customer access and utility.

With the conversion to toll-free service, the Centerís for Disease Control (CDC) is also taking advantage of new technology to make information easier to access. CDC will add access for rotary callers with speed recognition and access for the hearing-impaired with TDD services; plans are in place to support languages. Once the conversion is completed, there are plans to implement caller look-up for address information to more effectively automate processes like ordering publications. The database will become more "relative," in that there are multiple pointers from within the system to the same information accessed from different topics. This will also mirror Internet information so that the overall information database will become more manageable.

Each program will be custom tailored to provide response quickly and cost effectively, and with the customerís needs being recognized.

The current system anticipates customer needs and responds with effective programming so that a caller has access to related information.

Customer feedback will be continuous through fax response system.

Customers now have the option to provide feedback on the information and system operations. In the past two years, CDC has received a 95 percent satisfaction rate. The major objection to the current system was that it was not toll-free for the caller. A new contract allows us to provide toll-free service at a cost lower than the previous consumer toll system.

Information will be time sensitive, accurate, and dynamic to meet the public health needs of the customer.

Information is updated on an as-needed basis. CDC updates the fax directory to indicate the last update. This informs the caller of timeliness of the information and makes the operation more efficient because the caller does not have to access the same information repeatedly. Outbreak information is immediate. CDC has designed the system to respond to outbreak situations within three days. The program is written so that information can be injected without additional programming.

Interior (Department)

Bureau of Land Management

Casual Uses of Lands, Facilities, and Developed Sites

Oversees use of campgrounds, visitor centers, developed trails, and other facilities.

STANDARD

RESULT

If you need an authorization to use lands, facilities, or sites, we will complete action on your in-person request within 30 minutes.

According to 1995 data, 97 percent of respondents received their information within 30 minutes of their in-person request.

We will respond to telephone or written requests within five business days.

According to 1995 data, 77 percent of the respondents received a response to their telephone or written request within five business days.

Information Access Centers

Provides information and products at central locations.

You will be greeted and your request will be acknowledged within five minutes of your arrival.

According to 1995 data, 91 percent of the customers who responded, received prompt, courteous service.

You will receive available information within 30 minutes of your in-person request.

According to 1995 data, 97 percent of the customers who responded received available information within 30 minutes of their in-person request.

We will respond to your telephone or written inquiries within five business days.

According to 1995 data, 77 percent of the customers who responded received a response to their telephone or written request within five business days.

You will receive the most current and accurate information about the public land that we have available.

According to 1995 data, 91 percent of the customers who responded said they received the most current and accurate information about the public land.

You will be able to receive information about lands and resources not managed by the Bureau of Land Management (BLM).

According to 1995 data, 80 percent of the customers who responded said they received information about lands and resources not managed by BLM.

You will have access to available information that meets the needs of customers with disabilities (information about accessible campsites, brochures in large print or Braille, etc.).

According to 1995 data, 84 percent of the customers who responded were satisfied with access to information meeting the needs of customers with disabilities.

National Park Service

Manages National Parks

To the best of our ability:

We will be courteous, helpful, and responsive to visitors.

In the Serving the Visitor 1996 report, 86 percent of visitors rated the overall quality of park personnel as good to very good.

We will make available quality NPS maps and brochures.

In the Serving the Visitor 1996 report, 83 percent of visitors rated the overall quality of park brochures as good to very good.

We will provide quality audiovisual programs and exhibits.

In the Serving the Visitor 1996 report, 81 percent of visitors rated the overall quality of exhibits as good to very good.

STANDARD

RESULT

We will provide quality services in NPS visitor centers.

In the Serving the Visitor 1996 report, 82 percent of visitors rated the overall quality of visitor centers as good to very good.

U.S. Fish and Wildlife Service

Management of National Wildlife Refuge System

Manages over 500 National Wildlife Refuges across America.

We are committed to the following standards of service:

Treating you with courtesy.

Of refuge visitors surveyed in the 1995-96 pilot project, 98 percent described employees as courteous. During 1997, similar surveys evaluating customer service will be conducted at additional sites throughout the National Wildlife Refuge System. This standard was recently adopted Service-wide.

Responding to you in a timely and professional manner.

Of refuge visitors surveyed in the 1995-96 pilot project, 94 percent said they had received prompt service. The use of surveys measuring customer service will be expanded throughout the National Wildlife Refuge System in calendar year 1997. This standard also was recently adopted Service-wide.

Maintaining a professional appearance and positive attitude.

This revised standard was recently adopted Service-wide. Various methods of measuring this standard in different organizational settings are currently under consideration; thus, no data are yet available.

Helping you understand who we are and what we do.

This new standard was recently adopted Service-wide. Scheduled for completion in 1997 is the National Outreach Strategy: A Master Plan for Communicating in the U.S. Fish and Wildlife Service. Various assessment methods are currently being considered for use throughout the Service; thus, no data are yet available.

Keeping public facilities safe, clean, and accessible.

Of visitors surveyed in the 1995-96 pilot project, 87 percent were satisfied with the cleanliness of restrooms; 97 percent were equally satisfied with the cleanliness of other facilities; 83 percent rated both safety signs and directional signs as good or very good. This standard also was recently adopted Service-wide.

Working in partnership with you to conserve fish and wildlife resources.

This new standard was just recently adopted Service-wide, and applicable measurement techniques for different organizational settings are still under consideration. Nonetheless, qualitative as well as quantitative data from ongoing programs (e.g., landowners entering into habitat conservation programs associated with the Safe Harbor Policy, and participants in the Partners for Wildlife program) reflect a high degree of customer satisfaction.

Justice (Department)

Immigration and Naturalization Service

Administers the immigration and nationality laws.

STANDARD

RESULT

Immigration and Naturalization Service (INS) employees will provide high-quality services to our diverse customers:

INS will widely distribute informational materials and common forms through community service providers, public agencies, and telephone systems in an effort to minimize the need for customers to visit district offices.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

If you request information through the "Ask Immigration" telephone number, (202) 514-4316, we will provide improved service by reducing the message format from 58 items to 10 and the length of the menu from nine minutes to one.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

INS applications processing will be fair, accurate, and consistent throughout the Service. This will be accomplished by reengineering the naturalization and adjustment processes to:

Provide adjustment and naturalization applicants with filing receipts within 30 calendar days.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Enhance computer system capabilities so that status inquiries can be completed within 30 calendar days.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Complete action on adjustment applications within four months.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Complete action on naturalization applications within six months.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Reengineer the processes for all other applications and petitions to include establishment of timeframes for completion of actions.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

INS will accelerate customersí access to benefit services with the primary objective being to:

Greet customers promptly upon arrival in our offices.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Direct customers to appropriate personnel.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Deliver services in community settings to the fullest extent possible.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

INS will establish a formal customer feedback and complaint resolution process by the end of the second quarter FY96. Information about this process will be posted prominently in public areas, translated into languages spoken by significant numbers of customers, and include the name and address of a designated official. All written complaints will be acknowledged within 30 days and resolved promptly.

Standards and measures were established, published, and disseminated. Data gathering mechanisms are being developed.

Joint Inspections (Immigration and Naturalization Service/U.S. Customs Service)

STANDARD

RESULT

The Immigration and Naturalization Service will uphold the following customer service standards at land border ports-of-entry:

Treat you, our customer, with professionalism and respect.

Data currently unavailable. Measures need to be established jointly between INS and the U.S. Customs Service (USCS).

Work with you, facility managers, and other federal agencies to provide excellent customer service while enforcing the laws of the United States.

Data currently unavailable. Measures need to be established jointly between INS and the U.S. Customs Service (USCS).

Provide a supervisor (by phone in remote locations) to address your inspection-related concerns before you leave the area.

Data currently unavailable. Measures need to be established jointly between INS andthe U.S. Customs Service (USCS).

Make every effort to minimize your wait for an inspection.

Data currently unavailable. Measures need to be established jointly between INS and USCS.

Respond to your written inquiries as expeditiously as possible. Upon receipt of your written inquiry with a phone number, INS will contact you within five working days. INS will mail you a written response within 10 days, if desired.

Data currently unavailable. Measures need to be established jointly between INS and USCS.

Improve our inspections process while providing you with the highest level of customer service.

Data currently unavailable. Measures need to be established jointly between INS and USCS.

National Aeronautics and Space Administration

NASA Exhibit Program

Informs the general public about the objectives, methods, and results of the U.S. aerospace program through traveling exhibits and NASA Visitor Centers.

We will:

Display themes in a concise, informative, and accessible way to a largely nontechnical audience.

This standard is being reassessed and revised.

Provide safe and adequate passage for persons who use walking aids, or have visual impairments, as well as people who use wheelchairs.

This standard is being reassessed and revised.

Plan all aspects of an exhibition in terms of the physical and intellectual needs of visitors.

This standard is being reassessed and revised.

Caption audiovisual presentations.

This standard is being reassessed and revised.

Consider eye level of persons standing and seated (as in a wheelchair) in the placement of text and visuals.

This standard is being reassessed and revised.

Use a simple and clear grid format to minimize clutter and assist persons in accessing information.

This standard is being reassessed and revised.

Make sure the operation of interactive devices does not require tight grasping, pinching, twisting of the wrist, or unreasonable strength.

This standard is being reassessed and revised.

STANDARD

RESULT

Make a sign language interpreter available for guided tours of NASA Visitor Centers to assist the hearing-impaired who have made specific tour arrangements in advance.This standard is being reassessed and revised.

Incorporate bilingual text into exhibits.

This standard is being reassessed and revised.

State (Department)

Bureau of Consular Affairs

Handles passports and visas.

You will receive your passport within 25 working days after your application is received. Service will be provided in a courteous manner and, whenever possible, we will try to meet your individual travel needs.

By anticipating demand, using overtime and seasonal workers, the 25-day service standard was never exceeded.

You will receive timely and accurate information on travel safety and conditions in foreign countries 24 hours a day, seven days a week.

The Bureau inaugurated its own Web site, which allows the posting of more consular information.

You will receive a timely and courteous response to your request for American citizen services; and service will be provided by knowledgeable, professional, and courteous personnel.

DCS is continuing its proactive efforts to provide customers with information.

Services to persons seeking visas to legally visit or reside in the United States will be provided by professional, knowledgeable, and courteous personnel.

No quantitative data provided.

Transportation (Department)

Office of the General Counsel

Aviation Consumer Protection Program

Assists the public in commercial aviation areas: consumer protection, assistance, rulemaking, information, and education.

Our commitments to you:

We will engage in periodic surveys, on-site inquiries, and other fact-gathering activities to verify compliance with DOTís aviation consumer protection requirements.

Newly published standard. Collecting data for first annual evaluation.

As warranted, we will communicate with the aviation industry to provide guidance on fundamental consumer protection matters, and interpret and clarify requirements affecting air travelers.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

When you call about an air travel consumer problem, you will have an opportunity to register your complaint in our voice mail system.

Newly published standard. Collecting data for first annual evaluation.

When you write us about an air travel concern, we will respond to you within 10 working days; as appropriate, we will forward your complaint to the travel company with the expectation that follow-up action will be taken directly with you.

Newly published standard. Collecting data for first annual evaluation.

Through regular meetings with airlines and other industry officials, we will communicate important changes and trends of significance to air transportation consumers.

Newly published standard. Collecting data for first annual evaluation.

We will prepare and participate in developing new regulations to ensure that consumers are adequately protected in air transportation, while allowing the industry the maximum flexibility to respond to the marketplace.

Newly published standard. Collecting data for first annual evaluation.

We will offer advice and suggestions on legislation concerning aviation consumer protection.

Newly published standard. Collecting data for first annual evaluation.

On request, we will review our complaint database and provide accounting of common concerns by category to you.

Newly published standard. Collecting data for first annual evaluation.

We will provide copies of brochures, fact sheets, and other educational documents, as well as advice on a wide array of air travel consumer issues.

Newly published standard. Collecting data for first annual evaluation.

We will work with media representatives to inform you about important issues of incidents.

Newly published standard. Collecting data for first annual evaluation.

We will work in partnership with state and local authorities on how to pursue airline consumer protection problems within their areas of authority.

Newly published standard. Collecting data for first annual evaluation.

Federal Aviation Administration

Regulation and Certification/Flight Standards Service

Provides the public with accident-free aircraft operations through the highest standards in the world.

Exemption requests::

When the customer first contacts us to file an exemption, we will respond to the inquiry within 30 days.

Newly published standards. Collecting data for first annual evaluations.

Once the customer files an exemption petition, we will publish the petition in the Federal Register within 45 days.

Newly published standards. Collecting data for first annual evaluations.

The public will have 20 days to comment on the Federal Register publication.

Newly published standards. Collecting data for first annual evaluations.

STANDARD

RESULT

We will respond to the customersí request for status of the petition within one to three work days for phone inquiries and 30 days for written inquiries.

Newly published standards. Collecting data for first annual evaluations.

We will respond to the petition for exemption within 120 days from the date of receipts. In some cases, more time may be needed to conduct thorough research, analysis, and coordination for more complicated petitions.

Newly published standards. Collecting data for first annual evaluations.

If we require more than 120 days to respond to the petition, we will contact you to inform you of the reasons for the delay.

Newly published standards. Collecting data for first annual evaluations.

Federal Highway Administration

Federal Aid Program

Ensures the highest quality surface transportation system for the nation.

For our partners:

We will inform you of all major changes in policies and regulations in a clear and timely manner. Except in unusual circumstances, you will have at least 60 days in which to offer your views on all proposed changes, and your views will be appropriately considered. The regulations will be clear, realistic, and impose only the minimum necessary requirements.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

All of our partners and customers with whom we have a financial relationship will receive timely and accurate payment of all funds due to you. For those state partners who use electronic signature, we will make reimbursement payment to you on the same day that you request it.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts top refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will provide you, either directly or through other sources, with the best available training, technical assistance, and access to state-of-the-art transportation technology that will meet your needs.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will provide an open and cooperative approach to considering and deciding on changes that may affect practices, materials, or other aspects of transportation improvement activities.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will show integrity in our business processes, openness to innovation, and objectivity in our evaluations.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

STANDARD

RESULT

For the motoring and general public:

All persons and businesses affected by federally aided transportation improvements will have an opportunity to present their views during the decisionmaking process, and they will receive all services and benefits to which they are entitled under the law

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

All federally aided transportation improvements will be undertaken with the aim of minimizing delay and maximizing safety in and around construction activities.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will work with our partners to address identified safety problems in a timely and prioritized manner.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will work closely with our partners to enhance the condition and performance of our nationís major roads and bridges.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

We will work with our partners to ensure quality and appropriate uniformity in signs, signals, and design standards on the nationís major highways.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

All federally aided transportation improvements will take full account of impacts on the human and social environment and on historical sites. We promise to minimize those impacts to the fullest reasonable extent and to enhance the environment whenever possible.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

All of our partners and customers will be provided with timely and accurate information whenever you request it. You will receive the requested information, or a specific commitment for future delivery, within 10 days of our receipt of your request.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this programís funding.

U.S. Coast Guard

Navigational Information - Customer infoline

Provides up-to-date maritime navigation information.

Our target is to:

Answer all voice telephone calls 24 hours a day, seven days a week, providing immediate response for routine information and three-day response to requests for technical information.

Newly published standard. Collecting data for first annual evaluation.

Provide fax-on-demand service with immediate response 24 hours a day, seven days a week.

Newly published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

Provide Internet users with Internet service 24 hours a day, seven-days a week.

Newly published standard. Collecting data for first annual evaluation.

Provide electronic bulletin board (BBS) users with BBS service 24 hours a day, seven days a week.

Newly published standard. Collecting data for first annual evaluation.

Respond to all BBS and Internet e-mail requests for routine information within one business day, and requests for technical information within three business days.

Newly published standard. Collecting data for first annual evaluation.

Respond to all written requests for routine information within three business days, and one business day for urgent requests.

Newly published standard. Collecting data for first annual evaluation.

Issue broadcast notice to mariners upon receipt of pertinent information and at regularly scheduled intervals as needed.

Newly published standard. Collecting data for first annual evaluation.

Publish at least one Local Notice to Mariners weekly for each Coast Guard District.

Newly published standard. Collecting data for first annual evaluation.

Provide a free subscription to the Local Notice to Mariners to all customers who request it.

Newly published standard. Collecting data for first annual evaluation.

Publish the light list annually.

Newly published standard. Collecting data for first annual evaluation.

Office of Marine Safety and Environmental Protection: Recreational Boating Safety

Provides information for recreational boaters.

Our goal is to:

Provide LORAN navigation signal availability of no less than 99.9 percent, with 99.7 percent triad reliability, a predictable accuracy within 0.25 nautical miles (460 meters), and a repeatable accuracy between 60-300 feet (18-90 meters) 95 percent of the time.

For FY94, we provided service 99.84 percent of the time and 99.81 percent in FY95. Data collection and validation iareunder way for FY96.

Provide precise Differential Global Positioning System navigation signal availability of greater than 99.7 percent, with a predictable accuracy within 10 meters 95 percent of the time.

Preoperational testing is under way, and it will be fully operational by summer 1998.

Provide Omega navigation signal availability of no less than 99 percent, with 97 percent triad reliability, and a predictable accuracy within 2-4 nautical miles 95 percent of the time.

Service was provided 96.38 percent of the time in FY94, 96.91 percent in FY95, 96.42 percent in FY96, and year-to-date FY97 99.8 percent.

Provide systems of short-range aids and buoys for U.S. coastal and harbor navigation, with individual aids providing their advertised characteristics 99.7 percent of the time.

Service was provided 99.26 percent of the time in FY94, 99.24 percent in FY95, and 99.34 percent in FY96.

Recreational Boating Safety

Provides telephone boating safety, consumer, and Coast Guard policy information to the boating public.

STANDARD

RESULT

Our goal is to:

Provide a wide range of Coast Guard program and safety information through the use of knowledgeable, courteous customer service representatives.

Newly published standard. Collecting data for first annual evaluation. The U.S. Coast Guard has contracted with a customer service telephone company.

Direct you to a customer service representative within five seconds of receipt of your call.

Newly published standard. Collecting data for first annual evaluation.

Provide immediate access to subject matter experts when your question requires a technical response.

Newly published standard. Collecting data for first annual evaluation.

Provide immediate access to a supervisor if requested.

Newly published standard. Collecting data for first annual evaluation.

Take reports of possible boat defects from you.

Newly published standard. Collecting data for first annual evaluation.

Respond to your requests for printed matter within 24 hours.

Newly published standard. Collecting data for first annual evaluation.

Provide information on specific subjects 24 hours a day via a menu of recorded messages.

Newly published standard. Collecting data for first annual evaluation.

Recreational Boating Safety Search and Rescue:

Provides safety, search, and rescue information for recreational boaters.

The U.S. Coast Guard strives to minimize loss of life, personal injury, and property loss and damage in the maritime environment. Our goal is to:

Provide search and rescue services on demand 24 hours a day, seven days a week, throughout the U.S maritime region.

Station logs verify compliance.

Immediately answer all telephone calls requesting assistance 24 hours a day, seven days a week.

Station logs verify compliance.

Monitor Channel 16, the VHF-FM National Distress System 24 hours a day, seven days a week.

Station logs verify compliance.

Treasury (Department)

Bureau of Engraving and Printing

Public Tours

Offers public tours of the Washington, D.C., plant that prints U.S. currency.

You can expect:

Knowledgeable and courteous personnel.

"No data available for FY95; standard met FY96."

Additional personnel stationed throughout the tour to assist you and answer your questions.

"No data available for FY95; standard met FY96."

A comment card to be provided for your questions and suggestions for improving the tour.

"No data available for FY95; standard met FY96."

STANDARD

RESULT

At least one tour guide will be assigned to each group.

"No data available for FY95; standard met FY96."

That your group will be distinct and separate and be given personalized attention.

"No data available for FY95; standard met FY96."

Your group will have no more than 60 people.

"No data available for FY95; standard met FY96."

Your tour guide to be fluent in the language you requested.

"No data available for FY95; standard met FY96."

To receive various informational brochures from the gallery and the Visitors Center.

"No data available for FY95; standard met FY96."

The "Visitors Guide" to be available at the ticket booth, visitorís entrance, and the Visitors Center.

"No data available for FY95; standard met FY96."

Knowledgeable and courteous service in the Visitors Center sales area.

"No data available for FY95; standard met FY96."

Quality products from the Visitors Center.

"No data available for FY95; standard met FY96."

U.S. Customs Service

Field Operations: International Air Travelers

Facilitates entry of complying international air travelers into the United States.

Weíll serve international air travelers by:

Providing professional and courteous treatment to everyone.

Standard met in FY95 and FY96.

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

Informal measurment of 93 percent of passengers released in under five minutes (FY95); formal measurement started on August 16, 1996.

Providing a supervisor to address your Customs-related questions or concerns before you leave the area.

Standard met in FY95 and FY96.

Working with you, other federal inspection agencies, airlines, and facility owners in providing the best customer service.

Standard met in FY95 and FY96.

Upon receipt of your written inquiry, complete with a telephone number, we will contact you personally within three working days.

Standard met when phone number was included (FY95 and FY96).

Land Border Crossings

Enforces compliance of federal laws at land border ports-of-entry.

We are committed to upholding the following customer service standards at land border ports-of-entry:

Treating you, our customer, with professionalism and respect.

Standard met in FY96.

Working with you, facility managers, and other federal agencies to provide excellent customer service while enforcing the laws of the United States.

Standard met in FY96.

STANDARD

RESULT

Providing a supervisor (by phone in remote locations) to address your inspection-related concerns before you leave the area.

Standard met in FY96.

Making every effort to minimize your wait for inspection.

Standard met in FY96.

Responding to your written inquiries as expeditiously as possible. Upon receipt of your written inquiry with a phone number, we will contact you within five working days. We will mail you a written response within 10 days, if desired.

Standard met in FY96.

Introduction ||| Contacts ||| Contents ||| Beneficiaries ||| Business ||| General Public ||| Law Enforcement ||| Natural Resource Management ||| Research and Academic Community ||| States, Localities, and Other Partners ||| Travelers, Tourists, and Outdoor Enthusiasts ||| U.S. Government and Federal Employees ||| Veterans

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