Document Name: App B: Text of Cus. Svc. Stnds: Veterans (23 of 23)
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: Veterans (23 of 23)
Author: Vice President Al Gore's National Performance Review
Date: September, 1994
Department of Defense
Defense Finance and Accounting Service
The central financial and accounting office for the Department of
--- For retirees/annuitants:
-- Initial retiree payments will be made within 30 days of
-- Initial Survivor Benefit Plan payments will be issued within 30
days from date of death notification.
-- Arrears of pay will be resolved within 60 days from death
--- Our service providers will be knowledgeable and courteous.
--- We will provide prompt resolution to your inquiry. For
retirees/annuitants, we will respond to your written inquiry within
12 working days.
Personnel and Readiness
Helps people leaving the military to find civilian jobs.
--- The Operation Transition Help Desk is scheduled to be available
to employers from 9 a.m. to 6 p.m. Eastern time. Adequate staffing of
the Help Desk will ensure employers are called back the same business
day. Enough phone lines are to be installed to ensure that employers
don't get busy signals on the Defense Outplacement Referral Service
or the Transition Bulletin Board. All phones will be answered
promptly and professionally.
Department of Labor
Veterans' Employment and Training Service
Helps veterans seeking employment and provides information and
assistance to employers.
For veterans, we will provide:
--- Courteous, prompt, and respectful service.
--- A Veterans Reemployment Rights (VRR) Eligibility Form 1010 within
10 days of receipt of a VRR complaint and within three days of the
complaint if unemployed. We will also settle your VRR case, or refer
it to the Department of Justice for litigation, within one year of
--- Referral for a job and/or job training opportunity for which you
are deemed qualified and eligible, with first consideration to
service-connected disabled veterans.
--- Information about all the services for which you are qualified
and eligible, with first consideration to service-connected disabled
--- Help in filing a complaint about employment and training matters.
--- Information about, and referral to, other agencies providing
benefits and services.
For employers, we will provide:
--- Courteous, prompt, and respectful service by dedicated veterans'
--- Qualified veteran applicants and eligible persons for job
openings that are listed.
--- A responsive and timely answer to your concerns.
--- Answers to your questions about VETS' employment and training
programs and help in accessing community resources and incentive
For grantees, we will provide:
--- Courteous, prompt, and respectful service.
--- Consultation with you about policy and program changes that
affect your grant.
--- A responsive and timely answer to your concerns.
--- Answers to your questions about our employment and training
Department of Veterans Affairs
Board of Veterans' Appeals
Reviews appeals made by veterans or their beneficiaries.
Courtesy and respect:
--- You will be treated with courtesy and respect by every Board of
Veterans' Appeals employee every time you have contact with the
Communication of information:
--- You will receive a complete and understandable explanation of the
appeal process when you begin your appeal; you will also be provided
a phone number and address which you may use to contact us for any
questions regarding your appeal.
--- You will receive an accurate current status report on your
appeal, upon your request.
--- You will be kept informed of all significant developments in the
processing of your appeal, including significant changes to the
estimated completion date.
--- You will receive a plain language explanation of the board's
decision along with the formal written decision on your appeal.
--- If you receive an unfavorable decision on your appeal, a plain
language explanation of your additional appeal rights will accompany
the written decision on your appeal.
--- Within 30 days from the date you file your appeal, you will
receive a realistic estimate of when to expect a final decision on
--- All issues in your appeal will be thoroughly reviewed and decided
according to the letter and spirit of all current laws.
--- All information and evidence included in your appeal will be
reviewed and considered when deciding your appeal.
National Cemetery System
Provides burial services in National Cemeteries.
--- We will deliver service in a manner reflecting compassion and
respect for you and your family in a time of need.
--- We will listen to your requests or questions and provide feedback
that ensures understanding and comfort.
--- We will accurately determine eligibility for burial services.
--- We will provide a headstone or marker that is correctly
--- We will record and provide accurate grave site locator
--- We will provide clear, easily understood explanations of
eligibility and all policies.
--- We will deliver service in a manner that is fair and impartial.
--- We will provide trained staff who are able to provide prompt
answers to requests and questions.
--- We will determine eligibility for burial benefits within 48
--- We will ensure that a headstone or marker is delivered to the
cemetery within three months.
--- We will mail Presidential Memorial Certificates within 45 days.
--- We will provide scheduling seven days a week for Monday through
--- We will have office staff available to assist you during regular
--- We will provide a 1-800 phone line for you to make inquiries
about headstone and marker applications.
--- We will maintain the appearance of individual gravesites,
headstones, markers, and monuments in a manner befitting these
Veterans Benefits Administration
Provides benefits and services to eligible veterans and their
Courtesy and Respect:
--- We will treat customers with courtesy and respect at all times.
Communication -- We will communicate with customers accurately,
completely, and clearly by:
--- Explaining the full range of benefits and services available.
--- Providing a realistic estimate of how long it will take to
process their claim or answer their request.
--- Keeping the customer informed on the status of the claim or
--- Clearly explaining all reasons for decisions.
--- We will answer or acknowledge benefit inquiries within 10
--- We will respond to telephone calls within three minutes after the
call goes through.
--- We will interview customers at our offices within 30 minutes of
--- We will deliver benefits and services in the shortest possible
--- We will ensure ready customer access to our services.
--- We will fully address all customer questions, concerns, and
Veterans Canteen Service
Provides retail services at veterans facilities.
--- We will always treat you with courtesy and respect.
--- We guarantee unconditional customer satisfaction.
--- We will handle all complaints promptly and to the customer's
satisfaction. NO IFS, ANDS, OR BUTS.
--- We guarantee the lowest price in town for current "price buster"
merchandise or refund the difference plus 10 percent.
--- We will provide knowledgeable and helpful responses to your
--- In canteens with Food Courts, we will serve you within three
--- We guarantee you a positive dining experience each and every
--- We will offer a "Caregiver Special" every day in the cafeteria or
Food Court and price it within the lunch allowance for VA volunteers.
Veterans Health Administration
Provides health care to eligible veterans and their dependents.
--- We will treat you with courtesy and dignity. You can expect to be
treated as the first-class citizen that you are.
--- We will provide you with timely access to health care. We have
talked to you, our patients, about your expectations for timeliness.
You have told us that you expect to have your urgent needs met when
they come up and your non-urgent needs taken care of in a reasonable
period of time. You also said you understand that it may take some
time for your medical facility to meet your expectations for
timeliness. For that reason we have asked our medical facilities to
do three things so that they eventually meet your expectations:
(1) post local timeliness standards;
(2) keep track of how well they meet those standards; and
(3) make continuous improvements in their timeliness.
--- One health care team will be in charge of your care. Because
health care often involves many different providers, it is important
that one provider or team have overall responsibility. You can expect
to know whom to contact when you need help or have a problem.
--- We will involve you in decisions about your care. Your
preferences will be met whenever possible and medically appropriate.
We will listen to your concerns and discuss them with you.
--- We will strive to meet your physical comfort needs. This includes
help with things like pain management, eating, bathing, or getting to
the bathroom while in the hospital. It also includes maintaining
privacy during examinations and tests when an inpatient or
outpatient. We will ensure proper facilities for veterans with
--- We will provide support to meet your emotional needs. We will
encourage you to share any anxieties and fears you may have about
your condition or treatment. You can expect our staff to be sensitive
to your feelings and help you deal with your health care experience.
--- We will take responsibility for coordination of your care. Health
care can be very complicated, and many patients need to see more than
one health care professional. We will ensure that all your providers
talk with each other and give you clear plans for your care. If you
need a specialist, you can expect us to make all arrangements to
ensure one is provided for you.
--- We will strive to provide information and education about your
health care that you understand. You can also expect us to try to
answer your questions in a way that you understand.
--- We will provide opportunities to involve your family in your
care. Whether your family is involved, however, should generally be
--- We will provide smooth transition between your inpatient and
outpatient care. You can expect to understand what medicines you are
to take, what danger signals to look out for, and what activity level
you can have after discharge. You can expect to know whom to contact
if you need help or advice right away, and when your first follow-up