Document Name: App B: Text of Cus. Svc. Stnds: States, Locals, & Others (20 of 23)
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: States, Locals, & Others (20 of 23)
Author: Vice President Al Gore's National Performance Review
Date: September, 1994
States, Localities, and Other Partners
Department of Defense
Economic Adjustment Assistance
--- When a request for assistance is received from a local official,
an Office of Economic Adjustment (OEA) staff person responds within
one working day. The Defense Economic Adjustment Program is explained
and preliminary arrangements are made for a community visit.
--- A meeting is scheduled in the community where the OEA Director
explains the economic adjustment process, emphasizes the importance
of the adjustment organization, and details the services to be
provided by OEA and the Economic Adjustment Committee agencies. The
OEA project manager then works with the community until the
appropriate group is in place.
--- The OEA Project Manager's extensive experience is a major factor
in providing this service. Once agreement is reached on what the
requirements are and the paperwork finalized, OEA can process a
request for financial assistance within seven days.
--- OEA hosts federal team visits to communities so that community
and federal representatives can develop an action plan for
assistance. OEA meets regularly with federal representatives to
review OEA customer requirements, and to ensure requests are afforded
Base Realignment and Closure Activities
--- We will respond to correspondence within 14 days.
--- We will resolve Base Closure Status Report (BCSR) issues within
--- Upon publication of the BCSR, fewer than 25 percent of the issues
identified will be outstanding.
--- We will do such a good job that we will receive complaints from
fewer than 10 percent of Base Realignment and Closure sites.
U.S. Army Corps of Engineers
Disaster Response and Recovery
Supplements state and local efforts to save human life, prevent
immediate human suffering, or mitigate property damage.
--- We will inform state and local officials of our policies and
authorities, and participate in their emergency seminars and
exercises when asked.
--- We will provide emergency operations assistance (such as
providing sandbags, pumps, technical assistance, etc.), when
requested and in compliance with Public Law 84-99.
--- 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.
--- 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
Incorporates ecosystem management considerations in all aspects of
its water resource projects, including those for navigation, flood
control, storm damage reduction, hydroelectric, and recreation.
--- We will work hand-in-hand with states, cities, and municipalities
to fund, plan, and implement needed water and environmental projects
that meet federal criteria.
--- When recommending projects, we will carefully weigh costs and
benefits to the environment with economic costs nd benefits,
reconciling society's demands with the vital need to sustain the our
--- When requested by EPA or other federal agency, we will quickly
apply our know-how in environmental engineering and management to
investigate hazardous and toxic waste on defense sites, and clean
them promptly and thoroughly as funding allows.
--- We will continue to work with the public and industry through our
environmental concerns and to make them available quickly.
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.
--- We will coordinate and share information with federal, state, and
local officials of potential flood conditions.
--- We will maintain the harbors and rivers of America's waterways so
that they are open to traffic.
--- We will maintain all recreation facilities in a clean and safe
condition, and we will treat all of our visitors courteously.
Water Resources Planning, Engineering, and Construction
Provides developmental capabilities for water resources projects
affecting the United States, in partnership with state and local
--- We will work closely with other federal government, state, and
local officials to complete a definition of the problem with a goal
of completing this activity for large projects within two years.
These studies will be federally funded.
--- We will work to develop a feasibility report of potential
solution(s) for large projects within four years, for referral for
action to Congress. These studies will be cost-shared.
--- For those projects authorized, we will complete preconstruction
engineering and design within two years. The design is federally
funded up-front. The local sponsor will be asked to share design and
construction costs when the project is under construction.
--- We will provide the sponsor with an estimate of the construction
costs and schedule prior to construction, and we will meet regularly
with the sponsor to manage risks.
Department of Energy
The number one goal of the Department's Energy Resources Business
Line in fiscal year 1995 will be to advance the nation's capability
to deliver clean, efficient, reliable, equitable, and cost-effective
energy services to the American people. With this goal in mind, we
--- Expand the Clean Cities Program to 25 cities by December 1994.
--- Add 12,250 alternative fuel vehicles to the federal fleet and
promote the opening of over 60 private sector refueling stations for
these vehicles by October 1995.
--- Establish 12 new Cooperative Research and Development Agreements
with the automotive industry to develop cleaner cars, with the goal
of increasing transportation energy efficiency, lowering air
pollution levels, and reducing the nation's dependence on imported
oil, by October 1995.
--- Implement climate change programs to reduce domestic greenhouse
gases by 4 percent by the year 2000.
--- Provide funds for weatherizing 126,000 homes, and upgrading 1,350
schools and hospitals by October 1995.
--- By the year 2000, increase the use of clean domestic natural gas
to an estimated 22 trillion cubic feet, an increase of approximately
--- Create 20,000 new jobs through the implementation of energy
efficiency programs that promote private sector investment by October
Department of Health and Human Services
Health Care Financing Administration
Manages the Medicare and Medicaid programs.
--- We will answer your written inquiries within 30 days of receipt.
If getting you an accurate answer will take longer, we will keep you
--- We will respond to your telephone inquiries in a pleasant and
helpful manner. We will provide an immediate answer whenever
possible. If we cannot provide an immediate answer, we will give you
a firm commitment as to when an answer can be provided.
--- Nobody likes to be put on hold. Our standard is that callers will
be "on hold" for no more than two minutes.
--- Calls made in off hours will be returned the next business day.
--- We are asking our customers to help us improve all of our
publications and notices so they can be understood by our customers.
We will begin using new publications and notices beginning early next
Claims processing (Medicare):
--- We are currently working hard to simplify our claims processing
system to provide you with more consistent determinations.
--- We will process your claims for service accurately and within the
times provided for in the law.
--- If you are not satisfied with the action we take on your claim,
you can appeal and we will process your appeal fairly, accurately,
and within established timeframes. We are working to reduce the
paperwork burden associated with appeals.
--- We will measure your satisfaction with Medicare and Medicaid
through the use of customer surveys, focus groups, public comments,
and meetings with customer representatives.
--- We are setting up groups of customers who volunteer to give us
assistance in setting standards and evaluating our performance.
--- We will identify customers who have special needs related to
vision, hearing, mobility, health status, literacy, language, and
other factors. We will make a special effort to help these customers
with access to services and information.
Health care choices:
--- We will provide clear, understandable information about the
options our customers have in choosing a managed health care plan,
including information about individual plans, to assist them in
making health care decisions.
Medicaid special standard:
--- We will encourage all states to establish customer service
standards for Medicaid, and we will work with them to assure a goal
of continuous improvement in customer service and program
Health care quality:
--- We will provide doctors and hospitals with information they can
use to give better care to our beneficiaries, and we will monitor the
effect of those activities.
--- We will expedite our investigative and case review process as
much as the law will permit when a complaint involves quality issues.
--- We will respond to verbal or written complaints from
beneficiaries or their representatives by mailing a complaint form to
them within two working days of the telephone contact or responding
in writing to written beneficiary complaints within 10 working days.
--- We will fully investigate all leads about potential program fraud
and abuse in order to protect against unnecessary expenditures.
--- We will work with our partners, our agents, states, other
interested parties, and our customers to identify and implement
creative and effective approaches to improving our programs and our
Department of Housing and Urban Development
Community Planning and Development
Stimulates community development through grants and loans to states,
localities, and nonprofit organizations.
HUD has provided a point of departure for field offices in setting
standards. Field offices are to take into account their local
situation. Standards are to address these areas:
--- Caring and commitment. A critical, but perhaps unmeasurable,
standard for treating customers is the intangible factor of
motivation to achieve the underlying mission of the department:
caring about the needs of clients of HUD and helping them solve their
--- Timeliness. A common standard for customer service is timeliness.
An important CPD standard established in the Consolidated Plan rule
for responding to local partners is that CPD has 60 days to review
the plan. Section I cites a timeliness standard imposed on grantees,
in response to customer complaints from the public, of 15 working
--- Flexibility in methods of achieving goals. CPD should allow its
local partners flexibility, within the framework of the statutes, to
--- Performance orientation. CPD should help ensure that our local
partners produce results that serve our clients.
--- Courtesy and respect. Every HUD customer deserves respect and
--- Honesty and integrity. Strict adherence to the federal
government's ethics code and the department's own standards of
conduct is a critical part of maintaining proper relationships with
--- Fairness and impartiality. Customers are entitled to equal
treatment with respect to the services for which they are eligible.
--- Information accuracy and availability. HUD customers rely on
accurate, timely, and complete information concerning CPD, HUD, and
--- Clarity. Communication with the public, state, and local partners
should be in terms that the general public can understand.
--- Competence. In order to provide accurate and timely information,
CPD staff should be knowledgeable in the program areas or processes
for which they are responsible.
--- Partnerships and entrusting authority. Partnership is the
emphasis in CPD in working with state and local governments and
nonprofit agencies to serve end-users.
--- Responsiveness to needs of end-users. The needs of low- and
moderate-income end-users of CPD program assistance vary from place
to place and change over time.
--- Accountability. With greater decentralized authority to the field
comes greater accountability.
--- Evaluation and feedback. Part of any effort to improve
performance in service clients should be systematic evaluation and
feedback to improve service.
Fair Housing and Equal Opportunity
Fair Housing Assistance Program
Implements fair housing policies and enforces fair housing laws.
--- Cooperative Agreements and pertinent attachments and appendices
will be written in easily understood language with reimbursement
requirements and time frames clearly set out.
--- We will provide continuous technical assistance.
--- We will provide updated information and materials that assist in
carrying out the provisions of the Cooperative Agreement.
--- Technical assistance will be provided to agencies seeking
certification. All requests will be acknowledged within six months.
--- Send agency's law or ordinance within three working days to the
Office of General Counsel for legal analysis so an agreement between
HUD and partner may be executed.
--- Advance notice will be given of the date and documentation
required for on-site technical assistance and performance assessment
--- We will provide guidance on criteria to be used to assess
--- All joint investigations will be completed within 150 days.
Referral of complaints:
--- Referrals will be made in writing within five business days of
HUD receipt of complaint.
--- Determinations regarding jurisdiction under the Fair Housing Act
will be made on all complaints before referral.
--- Approvals and closures of active cases by HUD reviewers in the
field offices will be made 90 days after receipt of the case.
--- In-depth reviews of closed complaint files will be completed
within six weeks.
--- All dual-filed complaints will contain a HUD case number and an
agency case file number.
--- We will provide guidance on drafting legislation.
--- We will provide guidance on enforcement activities.
--- We will provide testimony to legislators.
--- We will provide assistance to agencies seeking certification.
Training and policy guidance:
--- Partners are to receive all information in an easily understood
format and language.
--- Technical assistance activities and materials provided will be
timely and useful.
--- We will provide updated and adequate policy guidance.
--- We will provide training to improve investigative skills.
Office of Housing/Federal Housing Authority
Stimulates housing through direct financing, loan guarantees,
interest rate subsidies, mortgage insurance, etc.
You can expect our employees to meet the following standards:
--- Every customer is entitled to courteous treatment.
--- Every employee represents the Office of Housing.
--- Display name plates or wear name tags as appropriate.
--- Identify yourself and your organization every time you have a
--- Don't drop the ball -- direct correspondence and telephone calls
to the correct party.
--- When transferring a customer, take time to reassure the customer
that assistance can be obtained by speaking with another party in the
office and that they are not being shuffled around.
--- After assisting a customer, offer to provide additional
assistance at a later time should the need arise.
--- Provide a "real person" alternative to all voice-mail messages.
--- Strive to provide foreign-language alternatives and alternatives
for the deaf and blind, when necessary.
--- Provide all available information to a customer on the first call
or letter; ensure that all questions are answered.
--- Write in plain English, not technical or government jargon.
--- Follow-up regularly to ensure that quality products are provided.
--- Advise customers/partners in writing when new policies or changes
are being considered; involve them in the development phase.
--- Consider the needs of customers/partners when developing products
--- Apprise customers/partners of operational problems, e.g., don't
wait for the customer to call only to be told the system they need is
--- Reach out to customers -- go to their place of business when
possible; conduct regular conference calls.
--- Include a contact name, organization, telephone number, and
effective date on every document, e.g., handbook, Mortgagee Letter,
congressional and general correspondence.
--- Ensure adequate telephone coverage throughout the business day;
answer all phone calls by the third ring.
--- Respond to all telephone inquiries within 24 hours.
--- Respond to written correspondence within 10 working days.
--- Provide an interim response when a complete response requires
extra time for research or there is a heavy workload.
--- Provide "1-800" customer service numbers when possible and
--- Establish quantitative customer service goals and incorporate
them into performance standards and Housing's Plan where possible.
--- Establish quantitative processing standards for each program or
--- Solicit feedback and react to customer comments.
--- Train all employees regularly on customer service initiatives.
--- Institute random supervisory quality control checks to ensure
that appropriate and adequate customer service is provided.
--- Encourage teamwork so all staff are thoroughly informed.
--- Provide basic program training to clerical staff, particularly
those who deal with the public.
--- Include in the headquarters telephone directory and each field
office telephone directory a contact name and telephone number for
each program area, e.g., Single Family Mortgage Servicing, John Doe,
--- Always conduct oneself as a representative of the organization.
Department of the Interior
Bureau of Indian Affairs
Serves as the steward for Indian and Alaska Native lands and monies
held in trust by the United States.
By the end of fiscal year 1995:
--- We will provide you with up-to-date information about the status
of your claim, application, case or inquiry on the day of your visit
to our office.
--- We will answer your telephone call in a pleasant, courteous
manner and be responsive to your questions. We will return your phone
call by close of business the next work day. If we are not able to
assist you, we will direct you to the necessary office that will help
--- We will response to your written inquiries within five days of
receipt of your letter and we will seek resolution of your problems
within 30 days.
--- We will consult with and provide feedback to you regarding
education issues under consideration through regularly held regional
education consultation meetings.
--- We will develop all new rules and regulations in partnership with
--- We will establish a formal consultation process through which
comments and concerns by tribal governments will be sought.
--- We will deliver portable classrooms within one year of funding.
Office of Territorial and International Affairs
Coordinates Interior's international activities and represents the
department's position in the development of U.S. foreign policy.
--- We will consider all policy analysis important, regardless of
whether our role in the process is large or small. We will
participate in the process fully, courteously, professionally, and in
a timely manner.
--- We will analyze and/or coordinate all policy analysis at the
highest appropriate level under the following guidelines:
-- if the analysis requires our written participation, we will do
so within 15 business days of our concluding the analysis or
-- if we may communicate the analysis by telephone, we will do so
on the day on which we have concluded the analysis or coordination or
the day following.
-- We will participate in interagency review and discussion of any
and all requests that you make for greater self-determination and
those issues which involve your political relationship with the
United States, and we will respond in a timely and professional
-- When this review or discussion produces public written
comments, we will provide you with them within 15 business days of
-- We will help you present your health, education, and public
safety goals to other federal agencies.
-- We will develop partnership agreements with you and other
appropriate federal agencies or consultants to address your goals.
-- We will work with other federal agencies to achieve maximum
flexibility in federal programs and grants to achieve your goals.
-- Within 15 business days, or sooner if the situation warrants,
we will bring issues involving federal law or policy to the attention
of appropriate federal agencies or interagency groups.
-- Within 15 business days of written receipt, we will present to
other federal agencies your concerns about federal environmental
-- We will solicit your comments on new initiatives related to the
environment within seven business days of its being released to the
-- We will provide you opportunities to interact with other
federal agencies on environmental issues.
Budget and payments:
--- We will consider all insular requests for discretionary funding
in formulating the annual budget for Territorial and International
--- We will include all mandatory funding in the budget consistent
with the appropriate law or administrative requirement.
--- Each spring we will send a letter to the leaders of each insular
government inviting their input within 30 business days.
--- We will coordinate with the congressional appropriations
committees to ensure you have the necessary information to
participate in congressional hearings on the budget.
--- We will immediately inform you of congressional action on the
budget, including report language, as soon as the Appropriations
Committees allow us to do so.
--- Within 20 days after we have received an appropriation, we will
prepare and issue those grants approved by Congress for specific non-
discretionary purposes (such as government operations and capital
--- Grant payments:
-- All grant payments to insular governments will have attached a
copy of our drawdown procedures and forms.
-- We will process all complete drawdown requests within 48 hours
-- If approved, we will send a facsimile copy of the approved
request to the appropriate insular official who originated the
drawdown request. Department of the Interior and U.S. Treasury
policies and practices require actual payment to be made within three
-- If disapproved, we will send a written statement regarding the
reasons for disapproval to the appropriate insular official.
--- Mandatory payments:
-- Compact of Free Association: Under the terms of the Compact,
each freely associated state will receive advance notice of the
amount of payment to be made on the first day of the fiscal year and
the first day of each quarter.
-- Advance Payments of Taxes to Guam and the Virgin Islands: (1)
We will make the advance payment before the beginning of the next
fiscal year (October 1). (2) We will send a letter to the governor of
each insular area asking for the governor's estimate of collections
for the coming fiscal year for which the advance payment applies,
with adequate justification and supporting documentation. We need
this information by September 1. (3) If we cannot accept the estimate
submitted by the governor, we will inform the governor in writing
within one week, giving the specific reasons for rejection of the
estimate and the amount of the advance which we will pay if further
information is not received.
--- We will acknowledge all complete requests for discretionary
program assistance within five business days of receipt, and we will
review them within 30 business days of receipt.
--- We will return for resubmission or additional information any
incomplete requests within 15 business days of receipt.
--- We will send written approval (including all grant or funding
documents), or disapproval (including reasons for disapproval), to
the applicant within 60 business days of receipt of the completed
Inquiries and communications
--- We consider all inquiries important, regardless of source, and we
will exercise due diligence to ensure that inquiries are responded to
fully, courteously, professionally, and in a timely manner.
-- All inquiries will be responded to at the highest appropriate
level under the following general guidelines.
-- All letters will be responded to within 15 business days.
-- All requests for printed information, documents, and/or other
written materials will be completed within five business days after
we receive the request.
-- All incoming telephone calls will receive a response on the day
received, or at the latest on the following business day.
-- All letters will contain the name and telephone number of one
or more of us who can answer questions or provide additional
information on the issue.
--- Our informational materials on insular issues will be made
available to the requester within five business days after we receive
the request, unless the materials are out of print, and, if so, we
will replenish the stock as quickly as possible.
--- We will publish our OTIA FLASH FAX of breaking information
approximately twice a month. We will automatically send it to those
whom we know are interested in insular issues and to those who
--- We will review and process within six hours of receipt all
requests for foreign travel by departmental staff.
Department of Labor
Employment and Training Administration
Provides employment and training services for unemployed persons and
issues cash benefits.
--- We will improve the promptness of our response to your requests
of information and assistance while maintaining the high quality of
--- We will make grants-related decisions in compliance with all
legislated and regulated timelines 100 percent of the time.
--- Within 45 days of your funding request, we will notify you of
funding decisions for JTPA Title III National Reserve Account grants.
--- Within 30 days of receipt, we will notify you of our decisions on
your request for modification of your JTPA Title III National Reserve
--- Within 30 days of receipt, we will notify you of decisions on
your requests to modify your Indian and Native American, Migrant and
Seasonal Farm worker, or Older Worker program grants.
Mine Safety and Health Administration
--- We will work with state and local institutions and associations
to provide miners with useful, understandable information about
mining health and safety.
Department of Transportation
National Highway Traffic Safety Administration
State and Community Traffic Safety Program Planning
--- Work with your office in the initial planning stages of major new
traffic safety program initiatives and continue to seek your input as
the plans evolve.
--- At least once a quarter, inform your office of potential Section
403 priority project opportunities and activities and national
organization initiatives, and solicit your ideas for other projects
that merit 403 funding consideration.
--- Every three years, perform a full program management and
financial review of your Section 402 formula grant program, including
ways to strengthen programs and streamline the financial management
--- Once a year, conduct a meeting with your office to share the
latest information available about:
-- Available programs, funding sources and technologies offering
the greatest promise for reducing highway death and injury, and the
associated economic losses.
-- Traffic safety projects and activities being planned or
conducted by other federal agencies and national organizations.
-- Interactive computer capabilities to enhance information
--- Review and approve your annual Highway Safety Plan not later than
30 days after we receive it.
Program information and materials:
--- Twice each year, provide your office with a Project and Program
Materials Update summarizing the key projects, printed and electronic
media, and other publications planned for completion and distribution
during the next six months.
--- Ship program materials for major program initiatives, such as
Campaign Safe and Sober, 90 days before they will be needed.
--- Provide your office at least a 30-day advance notice of when
national media campaign materials will be distributed to media
--- Each January, publish a catalog of traffic safety program
materials that includes ordering instructions and the name of the
person to contact about the status of orders.
--- Each September, provide your office with a listing of traffic
safety professional development and technical courses.
--- Each January through March, help your office conduct a training
--- Deliver or arrange for the delivery of the courses identified in
the training needs assessment.
Agency for International Development
Standards for our partners: private businesses, private voluntary
organizations (PVOs), and universities:
Quality: On a regular basis, we will communicate with our customers
to improve our processes and simplify our business practices.
--- You will be part of an ongoing, consultative process regarding
policy, programmatic and/or procedural matters that affect you.
-- We will hold semiannual vendor meetings for service providers
-- We will periodically survey you to see if the changes in our
policies and procedures are working to eliminate the impediments you
--- If USAID issues a grant, cooperative agreement and/or contract to
your organization, you will be assigned an agency project officer to
facilitate your relationship with us. The project officer will
contact you and provide you with his/her phone number, address, E-
mail address, and fax number.
--- To simplify the PVO registration process, we propose, in
collaboration with our PVO partners, to:
-- reduce the number of documents required from new PVO
registrants from 18 to about eight;
-- reduce the number of documents required annually from PVO
registrants from six to four; and
-- revise and simplify USAID Form 1550-2 used to compute a PVO's
--- To be more consistent in applying USAID policies and procedures,
our contracting and grants officers will:
-- consistently interpret and apply policies and regulations in
awarding grants and contracts;
-- eliminate redundant procurement processes, procedures and
reporting requirements by December 1994; and
-- publish and make available by September 30, 1994, "A Guide to
Doing Business with the U.S. Agency for International Development,"
which will clearly and concisely describe USAID's policies and
Timeliness: We will improve the turnaround time for our processes.
--- We will answer your questions in a courteous, expedient and
professional manner. You will receive an initial response to calls
and E-mails within 24 hours; written inquiries will be answered
within 10 working days from receipt. If a full response is not
possible within these periods, we will indicate a probable time frame
--- USAID's Office of Procurement will make non-competitive awards
within 90 days and competitive awards within 150 days. We will modify
contracts and amend grants within 90 days of receipt of requests for
action from line offices.
--- PVOs seeking registration and eligibility requirements to compete
for development assistance grant funds will be sent a complete
registration packet within five days from the receipt of inquiry.
--- Applications to register new PVOs will be reviewed and formal
notice of acceptance or denial will be mailed within eight weeks of
receipt of fully completed application packages.
--- Within three days of an organization's request for funds under a
letter of credit, payment will be deposited in its bank account via
electronic funds transfer.
Access to Information: USAID will offer greater access and more
transparency to agency activities and information.
--- Within six months, outside vendors will be able to check an
electronic bulletin board for the status of all invoices and
--- Assistance and acquisition information relevant to PVOs, non-
governmental organizations (NGOs), universities, and private
businesses are available on USAID's Internet gopher
(gopher.info.usaid.gov). These include:
-- general information on USAID-funded programs;
-- country strategies and implementation guidelines;
-- USAID publications;
-- all USAID Washington solicitation documents;
-- USAID procurement policies and opportunities;
-- all procurement award notices, posted within five working days
-- all USAID Commerce Business Daily notices, posted within 24
hours of appearing in the Commerce Business Daily;
-- Center for Trade and Investment Services information on
business opportunities; and
-- Office of Small and Disadvantaged Business Utilization
information on business opportunities.
Environmental Protection Agency
EPA Chemical Emergency Preparedness
and Pollution Prevention and Toxics
Helps state and local governments prevent and prepare for chemical
emergencies and informs the public about community hazards.
--- Make Toxic Release Inventory information available through county
libraries nationwide and through electronic systems and published
--- Work with Local Emergency Planning Committees to make the
information about chemicals and chemical releases easy for you to
obtain and use.
--- Assure that the information in the Toxic Release Inventory about
hazardous chemicals and routine release of toxic chemicals is updated
annually and made available to you every spring.
--- Provide you with the most accurate data about chemicals in your
Solid Waste and Emergency Response
Assists state and local governments and others on solid waste issues
and responds to requests for documents, including regulations.
--- Your questions will be answered courteously, accurately, and as
promptly as possible, in either English or Spanish, or via a
telecommunications device for the deaf (TDD).
--- Every Information Specialist will listen to your questions and
help you find the information you seek. Hotline staff will provide
you the most current and accurate information.
--- Your inquiry will get an immediate response.
--- If we cannot answer your question immediately, we will let you
know within five days how long it will take to get an answer. In
addition, the Information Specialist will give you his/her name so
that you can call for more information or to check on progress.
--- If your call needs to be addressed by another agency, state, or
local program, we will tell you whom to call to obtain your answers.
--- If your information is available electronically, we will tell you
how to access it through EPA databases, Internet, or other sources.
Water Grants Management (States and Tribes)
Protects, restores, and maintains the quality of the nation's waters.
--- We will reduce the amount of paperwork by 20 percent through
consolidation of application and reporting requirements.
--- We will acknowledge receipt of application within 10 days.
--- We award grant monies within 90 days after EPA receives an
appropriation from Congress or after we receive a complete
--- We will be as flexible as possible, under the law, in allowing
use of the funds in ways that match state or tribal environmental