Document Name: App B: Text of Cus. Svc. Stnds: The Research & Acad. Comm. (19 of 23) Part I
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: The Research & Acad. Comm. (19 of 23) Part I
Author: Vice President Al Gore's National Performance Review
Date: September, 1994
The Research and Academic Community
Department of Agriculture
Economic Research Service, World Agricultural Outlook Board, and
National Agricultural Statistics Service
Provide information and analyses for improving the performance of
agriculture and the well-being of rural America.
--- Respond to each customer in a courteous and helpful manner.
--- Accurately direct you to the person or agency with the
information you need.
--- Provide complete, accurate information about our programs,
products, and services in plain language.
--- Make it easy to find and order reports.
--- Deliver promised information promptly.
--- Explain why, when we cannot meet your request.
--- Deliver services without discrimination on the basis of race,
color, national origin, sex, religion, age, disability, political
beliefs, and marital or family status.
Service you can expect from the ERS-NASS sales desk:
--- Your call will be answered promptly and courteously by a
knowledgeable operator. Occasionally, the volume of calls may require
that your call be placed on hold for a short time, but we won't
--- If you are calling for the first time, the operator will ask for
your name and address and will give you a customer ID number to
expedite your next order.
--- Orders for monographs, electronic data products, and single
copies of periodicals will be mailed first-class within five working
--- Payment choices include MasterCard or Visa, or check or money
order (U.S. funds only).
--- You will receive two renewal notices before subscriptions expire.
--- ERS-NASS operators can answer your questions regarding the
current status of your account, including payment, issues due,
billing, and other questions. Errors will be corrected promptly.
--- You can request expedited shipment of your order via Federal
Express at your expense.
Department of Commerce
Bureau of Economic Analysis
Provides economic data on the U.S. economy and its position in the
--- BEA will meet its published annual calendar of news release
dates. Any changes in these dates will be announced as far in advance
--- BEA will provide access to news releases on the EBB (Economic
Bulletin Board), EBB FAX, and recorded telephone messages at the time
--- BEA staff will respond to customer correspondence within five
--- BEA staff will return customer phone calls within one business
--- BEA will ship off-the-shelf products within three business days.
Bureau of the Census
Data Users Services Division
Provides a variety of products and services based on Census data.
--- Phone calls. We will answer phone calls to the standard Customer
Services telephone number (301-763-4100) within one minute after the
introductory message ends.
--- Shipping orders. We will ship items for off-the-shelf orders
within one working day.
--- Custom orders. We will ship orders for custom products as stated
by the customer service representative.
--- Courtesy. Our telephone reference staff will be courteous,
knowledgeable, and businesslike.
--- Guarantee. We guarantee that you will be happy with our product
or you can return it for a full refund within 30 days.
--- Complaints and questions. Customers phoning or faxing a complaint
or inquiry will receive an initial response within three hours. All
problems will be resolved within one working day.
Economics and Statistics Administration
Provides business, trade, and economic information.
Files on the Economic Bulletin Board (EBB):
--- We will post all files on the EBB within 30 minutes of receipt
from the originating agency.
--- We will ship CD-ROM orders by first-class mail the next business
day after we accept the order.
--- If we do not ship your order on the next business day, we will
send you one CD-ROM free.
--- All technical assistance calls will be resolved within 24 hours.
If the problem requires more time to resolve, we will keep you posted
of our progress.
--- If you forgot your EBB password, please give us 24 hours to
identify it. We will call the owner of the account back with the
--- We will do our best answer your questions. If we do not know the
answer, we will direct you to someone who does.
--- For our CD-ROM subscription services, you will receive a reminder
to renew the subscription 45 days in advance of the subscription
expiration date. If we do not receive payment from you, we will stop
--- For our EBB subscription service, we will include renewal charges
in your trimesterly bill. We will also send you additional reminder
notices. You will have 90 days after the date of the first bill to
return payment to us. If you cannot return payment to us within this
time period, we reserve the right to deactivate your account.
However, please contact us if you need additional time and we will
extend the grace period.
You can expect us to:
--- Give you our name when we answer the phone or write to you.
--- Be polite, considerate, open, and honest.
--- Give you accurate information about our products and services.
--- Apologize if we get things wrong, explain what happened, and make
--- Deliver our services fairly and to the same high standards to all
our clients regardless of sex, race, disability, religion, and age.
Person to person:
--- We will regularly ask our clients what they think of our services
-- and we will share those results with you.
--- STAT-USA wants to hear from you, whether it's good news or bad.
All of our managers can be reached by mail, telephone, or e-mail.
National Institute of Standards and Technology
Develops and distributes Standard Reference Materials (SRMs) for use
in the control of production processes and in measurement assurance
--- We will deliver SRMs to you within 24 hours of order upon
--- Your call to order SRMs will be answered within 30 seconds.
--- We will work with our customers to ensure that SRMs permit you to
attain more accurate measures; serve as an industrywide standard for
commerce; and are highly characterized materials useful to science,
industry, and government.
National Oceanic and Atmospheric Administration
Aeronautical Charts and Related Data
Provides aeronautical chart products and services.
--- To provide you products with no defects.
--- To work closely with the Federal Aviation Administration and the
Defense Mapping Agency, through the Interagency Air Cartographic
Committee, to maintain and develop aeronautical chart specifications
for your existing and emerging charting needs.
--- To preserve our perfect record of meeting all print cycles and to
continue to meet our high-quality, printed image standards of +.003
--- To deliver aeronautical and nautical products to you who are our
domestic customers within two weeks of receiving your order.
--- To ensure we have appropriate stock quantities of products, while
minimizing costly condemnation of obsolete products.
--- To reply to your inquiries in a timely manner by:
-- responding, the same business day, to your telephone inquiries
about obtaining our products;
-- responding to your recorded messages on our 24-hour toll-free
customer service lines within three working days; and
-- responding to written correspondence (other than orders for
products) within three weeks.
--- To promote our understanding of your needs and your awareness of
our products and services by:
-- continuing to hold a workshop for NOS Chart Agents
approximately every 18 months;
-- actively participating in a wide variety of conferences,
committees and workshops;
-- marketing our products and services at air shows and technical
-- conducting professional surveys as needed; and
-- continuing our outreach program to aviation schools, flying
clubs, and the general public.
--- To always be polite, considerate, and honest, and to ensure our
products and services meet or exceed your expectations.
--- To apologize to you when things go wrong, explain what happened,
and do our very best to correct the problem promptly.
Geodetic Data and Related Products
Provides geodectic data, aerial photographs, applications software,
and related publications and services.
We will be:
--- Working closely with the Federal Geodetic Control Subcommittee of
the Federal Geographic Data Committee to develop standards and
specifications to guide you in conducting geodetic and
--- Using the highest standards of quality, service, and integrity to
improve our responsiveness to user requests. We will investigate,
evaluate, and pursue, where feasible, the newest developments in
surveying technology, database systems, and telecommunications, as
well as programs for the transfer of technology, to enable our
customers to accomplish their missions in a more efficient and cost-
--- Delivering geodetic data products to our domestic customers
within one week of receiving your order.
--- Ensuring we have appropriate stock quantities of products.
--- Responding the same business day to your telephone requests for
--- Responding to your telephone messages within one working day.
--- Supporting professional workshops on geodetic surveying and
related activities nationwide through cooperative arrangements with
universities, professional societies, and state license boards.
--- Participating in a wide variety of conferences, committees, and
--- Continuing our outreach program to schools, professional
societies, and the general public.
--- Being polite, considerate, and honest, and ensuring our products
and services meet or exceed your expectations.
--- Doing our best to correct a problem promptly if things go wrong.
Awards grants and cooperative agreements for a variety of scientific
and environmental projects.
--- Applicant notification: Applicants for NOAA grants and
cooperative agreements will be notified within two weeks after
receipt of the application by the Grants Management Division.
--- Application processing: Complete fundable applications approved
by program offices with funds available will be processed and awarded
within 60 days after receipt by the Grants Management Division.
--- Simplified requirements: Application paperwork and budget
justification requirements will be kept to a minimum.
--- Responsive communications: Responses to written communications
from grantees requesting approval for budget revisions, etc., will be
mailed within one month after receipt. Requests for information by
telephone or by electronic mail will be answered within 24 hours.
--- Recipient training: Annual workshops will be conducted, providing
opportunities for NOAA program staff, applicants, and recipients to
exchange information and upgrade grants and cooperative agreement
--- Timely close-out: Within 90 days after an award expires and
unexpended funds are returned to NOAA, a close-out letter will be
National Environmental Satellite, Data, and Information Service
Gathers and distributes the nation's environmental satellite and
We will serve you in the area of data quality by:
--- Addressing the accuracy of measurements and the probability that
any observation is consistent with this accuracy.
We will serve you in the area of data continuity by:
--- Addressing the compatibility between past and present data
relative to a homogeneous and continuous record.
--- Improving climate and ocean prediction through access to NOAA's
--- Improving business decisions using NOAA's national and
international data holdings.
We will serve you in the area of customer service by:
--- Hosting workshops and data advisory groups twice a year.
--- Hosting user-based demonstrations and validations twice a year.
--- Improving access to data and information via on-line services, as
opposed to telephone requests; will improve response time by one day
to two weeks.
--- Providing response to standard customer orders in fewer than 14
working days and rush orders in fewer than five working days.
Space Environment Laboratory
Reduce adverse effects of solar-terrestrial disturbances on human
We continually strive to improve our forecasts by constantly
assimilating data to:
--- Continuously monitor, analyze and forecast the environment
between Sun and Earth providing forecasts once a day, updated every
three hours, and continuous real-time data and nowcasts.
--- Conduct research in solar-terrestrial physics, developing
techniques for forecasting solar and geophysical disturbances. On
average 30 new techniques per year have been implemented.
--- Improve the timeliness and accuracy of SEL's data by using new
instruments and observing techniques. Incremental increases are
marked every solar cycle.
--- Take a leading role in advocating and designing new data systems
that will fly on government satellites, including three types of
sensors on GOES, one on TIROS, the future Solar X-ray Imager on GOES,
and vital satellite instrumentation at the L1 position.
--- For every manned space flight, provide mission support to protect
astronauts from changes in the solar environment.
National Technical Information Service
FedWorldTM On-line System
Acts as an information clearinghouse.
--- Your access to FedWorld will continue to be provided at no
--- Products you order by credit card for download will be delivered
within 30 seconds.
--- Your calls to the Help Desk will be answered by a person, not a
recording, 24 hours a day.
--- We will continue to make information accessible in whatever
electronic formats meet your needs and expectations.
Patent and Trademark Office
Examines and issues patents and trademarks.
--- We will treat our customers with courtesy each time they contact
us and, if appropriate, will direct them promptly to the proper
office or person.
--- If an employee being called is not available, they will return
the call by the next business day or, if requested by the caller, an
alternate point of contact will be provided.
--- We will ensure that our written communications clearly set forth
the technical, procedural, and legal position of patent examiners and
trademark examining attorneys.
--- Our correspondence with customers will be legible and of good
--- We will widely disseminate information about changes in practice
and procedures to ensure that both employees and our customers know
about changes prior to their effective date.
--- We will respond to status letters within 30 days from the date
--- We will deliver facsimile transmission of properly addressed
papers marked "Informal" or "Draft" to the examiner within one
business day. Facsimile transmissions of properly addressed formal
amendments after final rejection will be matched with the appropriate
files and delivered to the examiner within three business days of
--- We will correctly generate and mail a notice indicating the
application number, date of filing, and the title of invention for
complete, standard applications. These notices will be mailed within
19 calendar days of receipt of the application.
--- We will conduct a thorough search of relevant U.S. patents,
foreign patent literature, and non-patent literature contained in our
search files and, where appropriate, a reasonable search of other
non-patent literature during the patent examination process.
--- We will correctly generate and mail filing notices within 30 days
of receipt with a goal of reducing the processing time to 14 days by
September 30, 1995.
--- We will examine new applications and provide a written first
communication regarding registration within three months of the
--- We will make a determination of the registrability of trademarks
within 13 months of receipt of the application in the PTO.
--- We will issue correct Notices of Abandonment within 45 days of
the date the file was abandoned.
--- We will issue correct Notices of Publishment within 30 days of
the date the file is approved.
--- We will mail correct certificates of registration within seven
days of the date of registration.
Department of Education
Ensures equal access to education and promotes education excellence
Anyone we deal with can expect:
--- You will receive individual attention and prompt, professional
service. You will be valued.
--- We will seek to meet your needs and expectations. We will build a
relationship with you.
--- We will provide information that is timely, dependable, and
accurate. We will serve you.
--- You will have easy access to services and information. We will
use the latest technology to enhance your access.
--- We will provide you every opportunity to give input and feedback.
We will listen to you.
Goals 2000: Educate America Act
The Goals 2000 Act, which focuses the nation's attention on
challenging academic and occupational standards, was passed with
input from a wide range of bipartisan supporters including state
governors and legislators, educators, researchers, policy makers, and
parents. To be considered for funding, states complete only a short,
simple grant application. We respond in writing to all applications
within 15 days.
This act is a cornerstone of the department's improvement agenda. The
Act establishes the National Education Goals for the year 2000. They
are as follows:
--- School readiness: All children in America will start school ready
--- School completion: The high school graduation rate will increase
to at least 90 percent.
--- Student achievement and citizenship: All students will leave
grades 4, 8, and 12 having demonstrated competency over challenging
subject matter, including English, mathematics, science, foreign
languages, civics and government, economics, arts, history, and
geography; and every school in America will ensure that all students
learn to use their minds well, so they may be prepared for
responsible citizenship, further learning, and productive employment
in our nation's economy.