Document Name: App B: Text of Cus. Svc. Stnds: Natural Resource Mgmt. (18 of23)
Date: 09/01/94
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: Natural Resource Mgmt. (18 of23)

Author: Vice President Al Gore's National Performance Review

Date: September, 1994


Natural Resource Management



Department of Agriculture


Forest Service


Manages 191 million acres of forest and rangeland and regulates use.

--- Our offices, work sites, and visitor centers will be open at

times convenient to our customers.

--- Knowledgeable employees will be available at times convenient to

our customers.

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

--- Our facilities will be accessible to persons of all ages and


--- Visitors will always be welcomed with prompt, courteous service.

--- Customers will be asked regularly to help us improve our services

and business practices.

--- Customers will promptly receive the service and information they

request, or we will explain we cannot meet the request.


Department of Defense


U.S. Army Corps of Engineers


Environmental Management

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

natural environment.

--- 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

four research laboratories to develop new technological solutions to

environmental concerns and to make them available quickly.

Regulatory Program

Regulates the development/use of any work or structure in or

affecting a navigable waterway of the United States and the discharge

of dredged or fill material in all waters of the United States;

authorizes 90,000 activities annually.

--- We will complete action on 70 percent of all applications in less

than 120 days.

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


Energy Resources


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

18 percent.

--- Create 20,000 new jobs through the implementation of energy

efficiency programs that promote private sector investment by October



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.

Bureau of Land Management


Manages all aspects of 270 million acres of federal land and 570

million acres of federal mineral resources.

We will always:

--- Treat you in a courteous, efficient, and professional manner

every time you contact us.

--- Work with you to meet your needs while complying with laws and


--- Advise you if your request cannot be filled in your initial

contact with us, and tell you who will respond to your request and

when you can expect that response.

Casual Uses of Lands, Facilities, and Developed Sites

Use of campgrounds, visitor centers, developed trails, and other


--- You will be provided with well-designed and maintained


--- You will receive complete and up-to-date information on the

requested site.

--- If you need an authorization to use lands, facilities, or sites,

we will complete action on your in-person request within 30 minutes.

We will respond to telephone or written requests within five business


Compliance and Enforcement

Enforcement of requirements, regulations, and laws governing leases,

permits, grants, and other uses of lands and resources.

--- You will be advised of the requirements for the proper use of

public lands and resources.

--- You will be given the information you need regarding the

applicable BLM compliance and enforcement process, expected time

frames, and reporting requirements and responsibilities.

--- You will be treated fairly under laws and regulations.

Information Access Centers

Provide information and products at central locations.

--- You will be greeted and your request will be acknowledged within

five minutes of your arrival.

--- You will receive the most current and accurate information about

the public land that we have available to the public.

--- You will receive available information within 30 minutes of your

in-person request. We will respond to your telephone or written

inquiries within five business days.

Public Policy Involvement Opportunities

Opportunities for you to be involved in our planning process and our

management of resources.

--- You will be provided with the opportunity to tell us how you

think publicly owned resources should be managed.

--- As we develop plans, rules, and regulations for use of public

resources, you will be asked for your ideas.

--- You will be afforded adequate time to make your comments and


Uses Requiring Authorization

Grazing permits, mineral leases, and rights of way that require prior

written approval.

--- You will receive a response to your phone messages and letters,

usually within five business days.

--- You will be informed of what the transaction is, how your request

will be handled, who will respond to your request, and the date by

which we expect to address your request.

Bureau of Reclamation


Hydropower and Water Deliveries

--- We will always treat our customers with courtesy and respect.

--- We will promptly answer our customers' questions with accurate,

objective information.

--- We will resolve our customers' needs through single-point contact

whenever possible -- our customers will not receive the "runaround."

--- We will provide educational information to our customers about

the resources we manage, their use, and the laws and regulations

governing their use.

--- We will use language that our customers can easily understand.

--- We will ask for and consider our customers' ideas about agency

plans, programs, and services.

--- We will promptly respond to our customers' suggestions, concerns,

and complaints.

Minerals Management Service


Offshore Minerals Management

Alaska Regional Public Information Office -- Pilot Project:

--- The buck stops here when it comes to assisting people lost and

wandering in the bureaucratic maze of government.

--- Walk-in customers have priority and will be promptly acknowledged

and assisted as soon as possible.

--- All information will be current and correct. Staff will find the

answer or find a more knowledgeable person to assist. We will never


--- Not all questions have answers. If the answer can't be found,

that fact will be reported to the customer.

--- Customers are never sent to another office or agency cold. Staff

will check to ensure the office is the correct one and also that the

contact person is available.

--- Before leaving, all customers will be asked, "Does this

completely answer your question?"

The Gulf of Mexico Public Information Office -- Pilot Project:

--- When you enter our office you will be promptly acknowledged.

--- We will be sensitive to your information needs.

--- You can expect to be treated with courtesy at all times.

--- We will make a sincere effort to provide you with information in

a timely manner.

--- We will strive to accurately respond to your request.

Pacific Regional Public Information Office -- Pilot Project:

--- First class is our game and you will be treated the same.

Customers visiting the Pacific Region are our number one priority.

--- We will greet you with a smile and give you prompt assistance.

Your needs are important to us.

--- We are as time-conscious as you are. We will try to get you what

you need as quickly as possible.

Royalty Management Program

Farmington, New Mexico -- Pilot Project:

Our aim is to continually improve service to you. If you would like

to make a comment or complaint, please feel free to use the comment

card available from any of our employees.

--- Prompt, personal attention (an interpreter will be provided if

necessary). You will be treated with courtesy and respect.

--- Accurate information. Your questions will be answered before you

leave, or you will receive periodic status reports until the issues

are resolved.

--- You will not be sent to another office unless absolutely


--- Easy access to us. You can come to our office; you can call our

free telephone number (1-800-238-2839); or we will meet with you at a

more convenient location at your request.

Oklahoma City -- Pilot Project:

--- Assist our customers with the same high standards we expect as


--- Listen to your royalty issues and assume responsibility for

coordinating the resolution of your concerns.

--- Meet you elsewhere to help you understand the royalty process as

it affects you if you cannot come to our office.

--- Seek your ideas to help us improve our services by routinely

requesting your input on our performance and professionalism.

National Park Service


Promotes and regulates the use of national parks, monuments, and


We pledge to:

--- Protect your right to experience superlative wilderness and

scenic grandeur.

--- Communicate an understanding of the people, places, and events

that shaped these United States.

--- Provide opportunities for quality outdoor recreation while

conserving exceptional natural, cultural, and historical resources.

--- Make the beauty and history of our nation's parklands a more

meaningful part of the life of all Americans.

--- Manage the National Park System so that everyone, now and in the

future, may be assured the right of enjoying the parks.

--- Seek out and protect the finest of what remains unprotected of

the nation's natural, cultural, historical, and recreational


--- Join in partnerships throughout this and other nations in

conserving and maintaining a quality world environment.

Visitor Centers

--- We will keep the center open during peak hours and seasons and

provide alternative sources of information when the center is closed.

--- We will maintain the facility in a clean, safe condition.

--- We will answer your questions or refer you to additional sources

of assistance.

--- We will make special efforts to inform you of hazards and

situations that may adversely affect your visit.

--- We will provide and maintain exhibits and audio-visual programs

that impart understanding and stimulate appreciation of the park and

its significant natural, historical, cultural, and recreational


--- We will display schedules of programs and activities available

throughout the park.

--- We will offer a wide range of quality, park-related educational

items at fair market value sold in well-maintained outlets.

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