Document Name: App B: Text of Cus. Svc. Stnds: The General Public (16 of 23
Owner: National Performance Review
Title: App B: Text of Cus. Svc. Stnds: The General Public (16 of 23)
Author: Vice President Al Gore's National Performance Review
Date: September, 1994
The General Public
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.
Field Service Centers
Agricultural Stabilization and Conservation Service, Farmers Home
Administration, Federal Crop Insurance Corporation, Rural Development
Administration, and Soil Conservation Service
Provide one-stop shopping for USDA assistance.
--- You will be treated with courtesy and respect.
--- You will be assisted by a polite, responsive, and knowledgeable
staff. If we get things wrong, we will explain what happened and will
make them right.
--- You will be given prompt and reliable service.
--- We want to respond quickly and accurately to your requests for
information, loans, payments, and technical assistance. We will put
you in touch with the person on our staff who can best handle your
request. If we cannot handle your request quickly, we will tell you
how long it will take. We are working on more specific standards for
each of our services and will have these to you by June 1995.
--- You will be given information that is clear, reliable, and easy
--- We will explain to you how our programs work, what benefits you
can receive, whether you are eligible, and how you can apply. We are
committed to making sure the information we give you meets your
needs. We want to work with you to continually improve the
information we give you and the way you receive it.
--- You will be given forms that are easy to understand and complete.
Our forms are an important way of getting information from you. We
want to continually improve them so that they are easy for you to
fill out and provide us with the information we need to serve you.
When we revise our forms or create new ones, we will consider to your
--- We will work closely with other government agencies such as the
Cooperative Extension Service and state and local agencies to ensure
that our work is mutually supportive and our policies and regulations
Food Safety and Inspection Service
Ensures that meat and poultry products that cross state borders are
safe, wholesome, and accurately labeled.
You can expect FSIS to:
--- Be innovative, forward-thinking, and continue to look for ways to
improve how we inspect meat and poultry products and protect the
--- Provide you with up-to-date information on food safety issues
through the USDA Meat and Poultry Hotline (1-800-535-4555).
--- Solicit and consider your ideas to assist us in making policy and
--- Provide uniform inspection in meat and poultry plants across the
United States and hold them all to the same high standards.
--- Ensure that the meat and poultry products you buy have safe-
handling instructions on them.
--- Investigate and prosecute people and businesses that violate meat
and poultry laws.
--- Continue working with industry to improve our current inspection
system using new science and technological advances.
Department of Commerce
National Oceanic and Atmospheric Administration
National Weather Service
If you're using our forecasts or warnings of emergencies, you are our
customers and this is what we'll provide to you:
--- State-of-the-art equipment and technologies allow NWS to operate
the most advanced weather and water forecast and warning system in
--- We continue to increase advance warning times for severe weather.
Currently, warnings of less than 10 minutes are typical for
thunderstorms and tornadoes. With new technologies and increasing
numbers of better-trained hazardous weather spotters, as much as 30
minutes warning may be possible before the severe weather occurs.
--- We issue routine forecasts every four to six hours, but we
continuously update and amend our forecasts and warnings during
--- Our goal is to work with the private sector to make NOAA Weather
Radios as common as smoke detectors -- to place NOAA Weather Radios
wherever people congregate, including all schools, hospitals, and
nursing homes to provide weather warnings which can save lives.
--- New technologies are being developed for persons with
disabilities such as the hearing-impaired.
--- Development of new products and services based on user requests
and requirements is a top priority.
--- We have improved long-range forecasts, better serving the general
population, and America's agricultural, transportation, and other
Office of the Secretary
Office of Consumer Affairs
Whenever you contact our office:
--- We will always treat you fairly and courteously.
--- We will answer the telephone on or before the third ring. You
will speak to one of our staff. On the rare occasion when no one is
available, you may leave a message on our answering machine and we
will return your call on the same day or the next working day.
--- Our letters to you will always be written in plain language.
--- If for some reason we can't meet the standards given below, we
will send you an interim response explaining when you can expect our
If you contact us about a consumer complaint:
--- We will respond to your complaint letter within 10 working days.
--- As appropriate, our written responses to complaint letters will
provide you with additional sources of information and redress, and
will include a complaint-handling fact sheet.
--- If you telephone us with a complaint, we will advise you on the
telephone. If a complaint specialist is not available, we will return
your call by the next business day.
If you contact us with an inquiry about the Department of Commerce or
ask for other information:
--- We will answer your written inquiry within 10 working days.
--- If you telephone us, you will speak to a knowledgeable person who
will answer your question. If we don't know the answer, we will find
someone who does. If we need to refer you to another office, our
referrals will be prompt and accurate.
If you request one of our publications:
--- Publications will be sent out within five days of receiving your
--- They will be written in plain language, and will be easily
understood and appropriate for our audiences.
--- Consumer publications will be available in large type, on
Office of Public Affairs
--- We will provide prompt responses to telephone requests for
information. We will be pleasant and courteous in helping our calling
customers locate information, publications, and services. Anytime we
are unable to supply information immediately or refer the caller
appropriately, we promise to find answers and return the telephone
call within 24 hours.
--- We will respond to your letters within five working days. Our
replies will be clearly written and will address specific concerns or
requests for information.
--- Our external publications will be written clearly in easily
understood language and in an informative manner.
--- We will strive to identify you, our customers, so we can improve
the department information available to you not only by mail, but
also via electronic media.
--- We guarantee accountability to our customers. We will use
customer suggestions, complaints, and other feedback to improve our
Department of Defense
The American public will be assured that the Department of Defense
will do everything possible to defend Americans and American
interests. American confidence in those running the military will be
at a high level.
Defense Logistics Agency (DLA)
Defense Reutilization and Marketing Service
Handles sales of excess material to the public.
--- Courteous relations
--- Understanding needs
--- Timeliness of actions
--- Open to suggestions
--- Maximum assistance
--- Environment that is businesslike
--- Reliability of information
Office of Public Affairs
--- Information will be made fully and readily available, consistent
with statutory requirements, unless its release is precluded by
current and valid security classification. The provisions of the
Freedom of Information Act will be supported in both letter and
--- A free flow of general and military information will be made
available, without censorship or propaganda, to the men and women of
the Armed Forces and their dependents.
--- Information will not be classified or otherwise withheld to
protect the government from criticism or embarrassment.
--- Information will be withheld only when disclosure would adversely
affect national security or threaten the safety or privacy of the men
and women of the Armed Forces.
--- The department's obligation to provide the public with
information on its major programs may require detailed public affairs
planning and coordination within the department and with other
government agencies. The sole purpose of such activity is to expedite
the flow of information to the public: Propaganda has no place in
Department of Defense public affairs programs.
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
Department of Education
Ensures equal access to education and promotes educational 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.
--- Mathematics and science: The nation's students will be first in
the world in mathematics and science achievement.
--- Adult literacy and lifelong learning: Every adult American will
be literate and will possess the knowledge and skills necessary to
compete in a global economy and exercise the rights and
responsibilities of citizenship.
--- Safe, disciplined, and drug-free schools: Every school in the
United States will be free of drugs, violence, and the unauthorized
presence of firearms and alcohol, and will offer a disciplined
environment conducive to learning.
--- Teacher education and professional development: The nation's
teaching force will have access to programs for the continued
improvement of its professional skills and the opportunity to acquire
the knowledge and skills needed to instruct and prepare all American
students for the next century.
--- Parental participation: Every school will promote partnerships
that will increase parental involvement and participation in
promoting the social, emotional, and academic growth of children.
Grants available to local school systems whose resources are affected
by federal operations.
Based on a customer survey indicating that more than half of our
customers were dissatisfied with the timeliness of their payments, we
instituted a new standard:
--- All applicants that submit a problem-free application receive
their payments within 45 days of receipt.
Office for Civil Rights
Responding promptly to complaints, we revised our complaint
resolution procedures to provide better service and faster resolution
of civil rights complaints filed against educational institutions:
--- Within five days of receipt, we respond to all complaints and
provide information on complaint resolution procedures.
--- We offer all parties a range of options, such as mediation, early
complaint resolution, and fact-finding conferences.
Student Financial Assistance Program
The Student Financial Assistance Program has established a Customer
Support Inquiry Service that provides a single point of contact for
answers to policy questions and resolves issues that cut across
postsecondary programs. This service is provided to postsecondary
institutions, lenders, guaranty agencies, and other financial
--- Once a question is posed and forwarded to the appropriate person,
we respond within three days.
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
We pledge to our customers that we will:
--- Maintain safe facilities that will minimize risks to our
employees, contractors, and others who come in contact with our
facilities. This includes providing a safe work environment as well
as diligent waste management activities.
--- Respond to requests for information, such as Freedom of
Information Act requests, in a more complete and timely manner. This
commitment has already resulted in a 40 percent increase in the
completion of these cases.
--- Demonstrate openness and take responsibility for our actions so
that we can gain credibility from our stakeholders and the public's
--- Share our environmental technology advancements with other
federal agencies and with the private sector so they can also benefit
from our investments.
--- Improve the cost performance of environmental quality projects by
20 percent over the next two years.
--- Increase our sensitivity to cultural and social values in key
environmental decisions by doubling the number of citizen advisory
boards from four to eight by June 1995. The purpose of the citizen
advisory boards is to provide citizen input into environmental
restoration, waste management, and technical development.
--- Improve the distribution of programmatic information by filling
orders for publications at the Center for Environmental Management
within two business days from the time they reach the center.
--- Realize a 5 percent per year productivity savings on
environmental cleanups by instituting contract reform to increase
We pledge to make decisions and initiate actions that are responsive
to our customers' needs. We seek to create a participatory atmosphere
in which the customer's opinions are integrated into our decision
process. We will:
--- Maintain or exceed the confidence and reliability standards as
defined by the military characteristics for weapons, as measured by
technical analysis by the National Laboratories, resulting in the
continued maintenance of a safe and reliable stockpile.
--- Dismantle weapons in accordance with the annual Presidential
Directive, resulting in a reduction of over 6,000 nuclear weapons
between 1994 and 1998.
--- Continue our program to build public confidence by classifying
fewer documents; declassifying more documents; and establishing, in
November 1994, an on-line bibliography of declassified documents
available on request. Since 1993, classified documents have decreased
by 70,000; 791 percent improvement in declassification actions.
Department of Housing and Urban Development
Fair Housing and Equal Opportunity
Public Housing Management Assessment Program
--- 99 percent of emergency work items are to be corrected within 24
--- The number of non-emergency work orders outstanding at the end of
the last fiscal year did not exceed 4 percent of the total number of
work orders received during the year (excluding cyclical work
--- 99 percent of emergency items are to be corrected within 24
--- All other unit deficiencies are to be corrected within an average
of 25 days.
Protected Classes Under the Civil Rights Laws
--- You are entitled to respect and courteous treatment.
--- If you have a need for a sign language or non-English speaking
interpreter or other special needs, we will make these services
available to you.
--- Information will be provided to you without regard to race,
color, sex, religion, national origin, handicap, or familial status.
--- Information given by you will be kept confidential.
--- You will be told what information you are being given and how it
responds to your request.
--- After assisting you, we will offer to provide additional
assistance at a later time should you need it.
--- If you are not satisfied with the assistance given, we will put
you in touch with a supervisor.
--- You will meet with the most knowledgeable staff person available
within five minutes of arrival in office.
--- Your letter will be acknowledged within 10 working days of
receipt and we will address fully in clear and concise language all
concerns and include a contact name/telephone number. If we need more
time to respond to you, you will be sent an interim reply explaining
why the delay and when to expect a complete response.
--- Your call will be responded to within 24 hours by the most
knowledgeable staff person available. We will make every effort to
provide a "live voice" to take your messages instead of by voice
--- If you use our hotline telephone, your call will be responded to
within 24 hours.
--- The office and its services are accessible to persons with
--- Your complaint will be treated without regard to race, color,
sex, religion, national origin, handicap, or familial status.
--- Your complaint will be acknowledged within 10 working days of
receipt and will explain in clear and concise language the complaint
process, including time frames and choices.
--- You will be offered conciliation opportunities throughout the
--- You will be updated on the status of your complaint within 100
days with a projected completion date.
--- Once we make a determination, we will provide you with the Final
Vindication of public interest:
--- Remedies will be appropriate for the violation and will address
public interest groups.
Public and Indian Housing
A partnership between federal, state, and local governments, with the
federal government providing subsidies and regulations on project
Standards for our PIH partners include the following:
--- PIH offices should be open to the public and available to do
business during conventional work hours as that concept is defined
--- Any PIH staff person receiving an incoming inquiry -- by
telephone, letter, or personal contact -- "owns" that inquiry until
the substance of the inquiry has been conveyed to the office or
individual responsible for a substantive response.
--- During business hours, customers inquiring in person should wait
no more than two minutes to be greeted and given an idea of when a
technical person will be available to respond.
--- During business hours, all telephone calls should be answered by
a person within three rings.
--- To the maximum extent possible, PIH field offices and
headquarters offices will have a live person responsible for
answering the telephone, promptly, every minute of the business day,
including "flex-time" hours.
--- Each office will establish a procedure whereby the principal
receptionist or other telephone-answerer has a regular back-up, and a
mechanism by which the regular lets the back-up know that he or she
is "on call," so to speak.
--- Messages left by phone or in person should be returned by the
time promised by the message taker or within a half-day of the
respondent's return to the office.
Department of the Interior
Office of Surface Mining Reclamation and Enforcement
Ensures that coal mines are operated in a manner that protects
citizens and the environment.
For outreach to coal field citizens and the coal industry:
--- A meeting will be held in at least one site in each state to
solicit comments regarding the oversight process and recommendations
for review topics in the first quarter of evaluation year 1995.
For abandoned mine land emergency complaints:
--- The initial site visit and determination of emergency will be
addressed within 48 hours of complaint.
--- The method to be used to abate the emergency will be determined
within 30 days after the initial complaint.
--- Emergency declarations will be finalized by us within eight hours
of receipt of the state submittal in states which administer the
For OSM's mine map repository offices in Wilkes-Barre and Pittsburgh:
--- Each scheduled visitor will be provided prompt and courteous
--- Letter and telefax requests will be answered within one working
day, except for a request requiring extensive research and mass
reproduction of mine maps.
--- Requested site locations will be provided within 90 minutes of
--- Materials will be available to help you identify and easily
locate the underground mine site.
When responding to inquiries, OSM personnel:
--- Will be courteous and helpful when dealing with people in person,
by telephone, and in writing.
--- Will be timely with courteous explanation of contents of files,
state program documents, etc.
--- Will respond to telephone calls within two business days.
U.S. Geological Survey
National Earthquake Information Center
--- We will provide information 24 hours a day on the location and
magnitude of significant earthquakes in the United States and around
--- Rapid reports will be issued for earthquakes that register at
least magnitude 4.5 or greater in the United States, any felt and
damaging earthquakes, or earthquakes of magnitude 6.5 elsewhere or
when damage has occurred. This information will be provided within 20
to 30 minutes of the time of the event.
--- You will be treated with courtesy every time you contact us.
--- We will provide you with information about other USGS products,
services, and other sources of information if possible.
--- Orders for CD-ROMs, software products, publications, maps, and
posters will be processed within five working days of receipt. Under
special circumstances, such as after a major, damaging earthquake, a
time for the reply will be established.
Department of Justice
Freedom of Information Act
To provide quality customer service:
--- We will be courteous and friendly.
--- We will acknowledge requests within two weeks.
--- We will give a FOIA/Privacy Act number to each request, for use
as a reference on all future correspondence.
--- We will process requests on a "first-come-first-served" basis,
and inform you of any backlog.
--- We will work with you to ensure that your request is complete and
properly understood, so an appropriate search for records can be
--- We will return your phone calls within three working days.
--- We will make our responses as clear as possible, including an
explanation of fees, exemptions, and the appeals process.
--- We will provide you with the best possible copies of records.
--- We will conduct regular customer surveys to ensure that we are
meeting our standards.
Immigration and Naturalization Service
--- We will treat you with courtesy and respect.
--- If you are a United States citizen entering the country at an
airport, you will find citizen inspection lines dedicated
specifically for rapid clearance back into the country.
--- If you are a frequent business traveler being inspected in an
airport using the INSPASS Program, and being inspected at the Newark,
New Jersey; New York City; or Toronto, Canada, airports using the
INSPASS System, you will be processed in less than a minute. This
service is available 24 hours a day. INS is exploring the possibility
of expanding this service to other airports.
--- At most land border ports of entry, we will complete our entry
inspection within 20 minutes.
--- At the busiest southwest border ports, which experience heavy
volumes of commuter traffic, we will strive, through the application
of innovative inspection techniques and technology, to reduce waiting
time to 30 minutes.
--- If you use the recently instituted Dedicated Commuter Lanes in
Blaine, Washington, you will experience virtually no delay in
entering the country. We are working with local authorities to
establish similar lanes in other land border locations.
--- After January 1, 1995, 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 time from 9 minutes to 1. The message
system is available 24 hours a day, with staff available to assist
with follow-up questions during normal business hours.
--- If you apply for naturalization, we will schedule your case for
interview within four months of receipt. You will have the
opportunity to take the oath of allegiance and become a citizen no
later than 60 days after approval of your application.
--- If you apply for adjustment of status to lawful permanent
residence (Form I-485), your case will be reviewed within 90 days of
filing and may be approved without an interview if it is properly
-- it is based on an approved petition classifying you as the
parent or unmarried minor child of a United States citizen; or
-- it is based on an approved employment-based preference petition
(Form I-140) and you will continue to work for the same employer as
when you were lawfully employed as a nonimmigrant; or
-- you are applying under the Cuban Adjustment Act of 1966.
--- If you apply for immigration benefits from one of our Service
Centers and are notified that we have received your application, you
may inquire about the status of your application by calling the phone
number on your receipt and entering your receipt number in a touch-
Department of Labor
Bureau of Labor Statistics
Develops and provides labor statistical data.
BLS pledges the following to our customers:
--- We will let you know in advance when we will release our data.
--- We will be available when you need us. 24-hour recorded messages
and electronic access are available for your most requested
information. Information specialists are available during business
--- We will distribute data in the form that fits your needs as
resources allow. Available formats include telephone; recorded
message; microfiche; fax; diskette and magnetic tape; Internet; TDD;
and news releases, reports, bulletins, brochures, and flyers.
--- We will provide you with the name and phone number of a person
who can meet your data needs. Our brochure includes the names of BLS
subject matter specialists. If you ask something we can't answer,
we'll refer you to someone who can. We want to make your information
search as fast and direct as possible.
--- We will help you understand the uses and limits of our products.
Call us with any questions you have.
--- We want to meet your needs. If you have comments on our specific
products, please call with your suggestions.
Employment Standards Administration, Wage and Hour Division
Enforces labor standards laws protecting workers.
If you contact us with a question, you can expect:
--- A clear, concise and knowledgeable response to your inquiry
within 10 business days.
--- Straightforward information on how the law applies to your
circumstances and, when appropriate, publications or posters will be
--- Respect for your privacy.
If you are an employee who comes to us with a complaint, you can
--- Confidentiality, to the extent you desire as permissible by law.
--- That we will tell you whether we have the authority and will be
able to take action to resolve the problem.
--- Acknowledgment of your complaint within five business days.
--- Our best estimate of how long it will take us to begin and
complete action on the matter.
--- Regular communication about the status and progress of our
--- An understandable explanation of the outcome of your complaint.
Mine Safety and Health Administration
Mandatory complete mine inspections:
--- We will conduct complete inspections at all available underground
mines four times a year and at all available surface mines two times
--- We will examine our mandatory regular inspection process to
insure the quality, flexibility, and consistency of our enforcement
Other mandatory inspections and investigations:
--- We will complete other mandatory inspections and investigations
as provided for in the Mine Act including: initiating investigations
of all miners' complaints of safety or health hazards normally within
24 hours; and initiating investigations of written complaints of
discrimination within 15 days of receipt. If you believe that a
safety or health hazard exists at your mine, you can call MSHA toll-
free at 1-800-746-1554 -- you do not need to give your name.
Quality and delivery of training products and materials to the
--- We will emphasize mine-specific and on-site miner training when
we evaluate proposals to provide training to miners from state mining
departments and others (MSHA State Grants Program).
Communication between MSHA and the customer:
--- We will hold rulemaking hearings and topical health and safety
conferences to provide forums for open discussion of health and
safety concerns. We will consistently hold these events in the mining
--- We will work with state and local institutions and associations
to provide miners with useful, understandable information about
mining health and safety.
Occupational Safety and Health Administration
Established to help make the American workplace as safe and healthful
Employees can expect OSHA to:
--- Ensure their participation in inspections.
--- Respond in a timely fashion to requests for inspections of
hazards at their workplace.
--- Investigate charges of employer discrimination.
The general public can expect OSHA to:
--- Provide better access to OSHA information.
--- Expand training opportunities for private sector employees.
Department of State
Bureau of Administration
Authentication of Documents
--- Experienced and knowledgeable employees serve customers in a
timely and courteous manner.
--- The Authentications Branch provides responses to mailed requests
within five working days of receipt.
--- The Authentications Branch provides over-the-counter service on a
same-day basis (with a daily limit of no more than 15 documents and
one visit per customer).
Freedom of Information Act
--- The Bureau of Administration strives to maximize responsiveness
to requesters while safeguarding information concerning the national
security, individual privacy, and other governmental privileges.
--- The Office of Freedom of Information, Privacy and Classification
Review delivers services that are informative, timely, and customer-
--- The Office of Freedom of Information, Privacy and Classification
Review mails an acknowledgment to the customer within five working
days of receiving each request for service. The acknowledgment letter
includes an estimated date of completion for the request. Requests
are handled on a first-in, first-out basis, with the exception of
those customers whose requests receive expeditious handling for
demonstrated reasons involving health, safety, or due process.
--- Officers are courteous and knowledgeable in all interactions with
Department of Transportation
Federal Aviation Administration
Responsible for testing and certification of airplane pilots.
--- We will process your application for certification within 21
--- We will provide written test results within 20 working days.
--- We will respond to your correspondence and requests for
duplicates within three working days.
--- We will be polite, considerate, and helpful.
Federal Railroad Administration
--- Install toll-free lines to FRA Office of Safety headquarters and
--- Implement negotiated rulemakings -- such as on trackside worker
safety -- in place of customary, cumbersome arm's-length procedures.
--- Educate labor and management on inspection and enforcement
procedures and use opportunity as listening post to seek feedback and
--- Conduct inspection demonstrations and briefings, including
training videos, in partnership with labor and management customers.
--- Conduct in-depth surveys of all major customers to improve
--- Voluntary compliance: Develop safety profile for all Class I
railroads and work with three railroads to develop systemwide safety
--- Train small railroads on safety rule compliance and provide
assistance to resolve safety issues.
--- Reduce average time from receipt to resolution of safety
complaints to 60 days.
--- Use mentoring techniques to model best practices in safety
performance: Bring together an exceptionally safe railroad with a
railroad that needs improvement.
--- Work with states to prepare inspection schedules; meet with
states annually to minimize the disruption caused by duplicate
--- Investigate inspection complaints from railroads within 10
National Highway Traffic Safety Administration
Auto Safety Hotline For the Public
Promotes auto safety.
--- We will handle your call promptly.
--- If you have trouble reaching one of our operators, call after 6
p.m. Eastern time and leave a message on the answering machine. We
will call you back the next business day.
--- If we need to get information for you after answering your call,
we will not keep you on hold for longer than two minutes.
--- We will treat you with courtesy.
--- We will provide you with the most accurate and complete
information we have on the subject of your request. If we cannot
answer your question completely, we will give you the name and
telephone number of someone who can and ask that person to return
your call the next business day.
--- By December 1994, we will provide you with our most popular fact
sheets and information within 24 hours by using our new fax-on-demand
--- By March 1996, we will provide you with our most popular
publications in your choice of Spanish or English.
Motor Vehicle and Traffic Safety Program
Provides technical assistance and outreach services for highway
safety to national organizations.
Program planning -- We will:
--- Invite your organization to participate in the strategic and
tactical planning stages of major new motor vehicle and traffic
safety program initiatives.
Technical assistance -- We will:
--- Facilitate communication with your organization and others
interested in becoming involved in priority motor vehicle safety and
traffic safety programs.
--- Provide current and accurate information and data within 10
business days after we receive your request.
--- Provide technical experts as panelists and speakers, whenever
--- Participate in your key meetings and events, and assist national
coalitions of organizations interested in motor vehicle and traffic
Program information and materials -- We will:
--- At least annually, publish a traffic safety program and
publication update, including projects and materials planned for
completion within the coming year.
--- Every April and October, publish an update of our motor vehicle
safety program activities in the Federal Register.
--- Ship program materials for major traffic safety program
initiatives 90 days before they will be needed.
--- Provide at least a 30-day advance notice of when national media
campaign materials will be distributed to media outlets.
--- Each January, publish a catalog of traffic safety program
materials that includes ordering instructions and a contact for the
status of orders.
Training -- We will:
--- Develop training and assist National Organizations in planning
and/or conducting training for their own members and their
Department of the Treasury
Bureau of Engraving and Printing
Redemption of Mutilated Paper Currency
We will work with the public to redeem partially destroyed or badly
damaged currency. These are our standards when you file a claim:
--- After you are notified that we have received your claim, you may
contact us by telephone for information on your claim's estimated
processing time and status. You can usually expect this information
within one hour after your call.
--- You can always expect polite and courteous service and that we
will identify ourselves by name.
--- If your claim is denied, you can expect a full explanation of our
--- Depending on the type of damage to the currency submitted in your
claim you can expect notification of status or payment within 14 days
of the BEP's receipt.
Bureau of the Public Debt
Savings Bond Sales
If you purchase a savings bond, you can expect:
--- The savings bond you ordered will be mailed to you within 15 days
from the date of purchase.
--- We will accurately inscribe your savings bond and promptly
--- Whenever you contact us, we will treat you courteously.
Serves investors in marketable government securities.
--- We will accurately establish your account and process your
--- When you write to your servicing office, we will respond within
five business days after receiving your letter.
--- When you visit your servicing office, we will assist you within
--- When you call your servicing office, we will answer routine
inquiries during the call, and we will respond to complex inquiries
within five business days.
--- Whenever and however you contact your servicing office, we will
treat you courteously.
--- We will update the information on the telephone recordings within
one hour after a new offering is announced or auction results are
--- Your servicing office will process routine transaction requests
no later than five business days after receipt of the request.
--- If you wish to transfer securities out of Treasury Direct, your
servicing office will complete the transfer within one business day
of receipt of your request.
--- We will mail you a statement of account no later than five
business days after the date your security was issued or your
transaction request was processed.
Internal Revenue Service
Our customers are the taxpayers of the United States.
--- We will make tax forms and instructions simpler and easier for
you to use. We made some good changes this year, but we want your
ideas for future improvements. Please call us at 1-800-829-3676,
available 9 hours each business day, or you may write to us at
Internal Revenue Service, Attention: Tax Forms Committee, PC:FP,
Washington, D.C. 20224.
--- To make it easier for you to meet your tax obligations, we will
expand your opportunity for simplified return filing and payment of
your taxes through our electronic filing, joint federal/state filing,
touch-tone phone, and electronic payment programs.
--- You will have more convenient access to tax law and account
information. Our pre-recorded tax information will continue to be
available 24 hours a day, seven days a week, and access to refund
status information will be extended. We will also extend the time
that you will be able to contact our tax assistors to 10 hours each
--- Our goal is to answer your questions and process your tax returns
accurately. To reach that goal, we will continue to make improvements
--- If you file a complete and accurate tax return and you are due a
refund, your refund will be issued within 40 days if you file a paper
return or within 21 days if you file electronically.
--- Our goal is to resolve your account inquiries with one contact.
To reach that goal, we will make improvements yearly.
--- If you provide sufficient and accurate information to our tax
assistors but are given and reasonably rely on an incorrect answer,
we will cancel related penalties.
--- If you have a problem that has not been resolved through normal
processes, you may contact our Problem Resolution Office. A
caseworker will contact you within one week and will work with you to
resolve the problem.
Manufactures and sells coin sets, commemorative coins, and medals to
2 million coin collectors and distributors through mail order or in
five sales centers.
If you're a mail-order customer:
--- Your orders will be shipped within four weeks of receipt.
--- Your calls will be returned within one working day.
--- Your inquiries will be answered with one-stop service.
Sells gold and silver bullion to investors worldwide through a
network of wholesale authorized purchasers.
--- Orders may be placed by fax 24 hours per day, seven days per
--- Orders will be processed by 2 p.m. daily, five days per week
--- Order confirmation fax: to be sent out to you by 4:00 p.m. on the
day the order is placed Monday through Friday.
--- Pricing fax: to be sent out to you by noon the following day.
(The Gold Fax normally comes in around 10 to 10:30 a.m.)
--- Remittance fax: sent out immediately upon receipt of funds from
--- Order pickup: Upon receipt of the payment, we fax a release
document to the appropriate facility, where the coins are then picked
up by your armored carrier.
Consumer Product Safety Commission
Protects the public against unreasonable risks of injury from
consumer products and promotes research and investigation into the
causes and prevention of product-related deaths, illnesses, and
When you call our Hotline you can expect:
--- To be given easy-to-follow instructions in English, or, if you
choose, Spanish, on how to use the Hotline.
--- To have your call answered immediately, seven days a week, 24
hours a day.
--- To speak to a Hotline staff person who will always be available
between 8:30 a.m. and 5 p.m. Eastern time Monday through Friday
--- To be given courteous service. A Hotline staff person will listen
carefully to your request or complaint and provide you the most up-
to-date information available.
--- To have your complaint of an unsafe product or product-related
injury taken accurately and a copy sent to you so that you may
confirm the information you provided.
--- To leave a message at night and on weekends and holidays if you
want to report an unsafe product or product-related injury. Your call
will be returned the next business day or, if you do not want a
return call, you will receive a letter confirming receipt of your
--- To hear the most up-to-date and easy to understand information on
product safety recalls.
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
Responses to Inquiries
Office of Communication, Education, and Public Affairs
This office responds to requests for information on all aspects of
EPA activity. Its standards are as follows:
--- We will answer your questions with courtesy and accuracy.
--- Every employee will listen to your questions and help you find
the information you seek.
--- Your inquiry will get an immediate response. If you write to us,
we'll send you either an answer or an acknowledgment within five
working days. If you call us, we will either answer your question
right away, or take your information and do the homework for you.
--- Our answer to you will always include the name and phone number
of an employee you can call for more information, or to check on our
--- If we need more time to research the answer you need, we'll let
you know within five days. We'll ask you for your deadline, and we'll
let you know how long it will take to provide an answer.
--- We will check back with you to ensure that you received the
information you need.
--- Your call will never be transferred more than once, so your time
won't be wasted.
--- We will provide ways for you to query us or find EPA information
electronically and for us to respond to you electronically, to save
time and paper.
Region 3 Office, Philadelphia
This office is testing standards for handling all incoming
correspondence and customer service lines. Its standards are as
--- Region 3 will provide prompt, courteous, accurate and
understandable responses to all inquiries.
If you write to us:
--- Your written inquiry will get an immediate response. If you
include you telephone number, we will contact you immediately to
determine how we can best meet your needs and expectations. We'll
mail you the response to your inquiry within three business days. If
we need more time to research the answer, we'll call or write you
(also within three days) to tell you when we will respond and the
telephone number and fax number of the individual working on your
--- We will also include with every response a survey postcard asking
whether or not the information was received promptly, with courtesy,
and was understandable.
If you contact us by telephone:
--- Your call to our customer service Hotline will be answered
promptly and with courtesy. We will listen to your questions and help
you find the information you seek.
--- We will make every effort to answer your question immediately,
and we will always respond by the next business day.
--- Our answer will always include the name and telephone number of
an employee who will be able to assist you if you desire additional
--- If your call is received during non-business hours (business
hours are Monday to Friday, 8 a.m. to 6 p.m.), your questions will be
taken by an automated voice system, and we will get back to you on
the next business day.
--- On a random basis we will ask you a few brief questions
concerning our performance in meeting our standards of promptness,
accuracy, and courtesy. This information will be used to improve our
Solid Waste and Emergency Response
Promotes public awareness and involvement 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.
Equal Employment Opportunity Commission
Investigates and litigates charges of employment discrimination in
private and public (including federal) sectors; conducts training and
informational activities for employers, unions, and community
People with complaints of employment discrimination can expect us to:
--- Treat you with respect and dignity.
--- Look at the way we do business and the way we relate to you and
others using our procedures; we want to find ways to improve the
quality and speed of our services.
--- Involve charging parties like you to help us understand what you
want, what you need, and what you think about the way we serve you.
--- Support our front-line employees by giving them the tools and
knowledge they need to provide the best possible service to you.
--- Strengthen our commitment to customer service.
Federal Communications Commission
Private Land Mobile Radio Services
Regulates the use of the radio spectrum to fulfill the needs of
businesses, state and local governments, aircraft, ships, and
When you telephone:
--- You will receive a response to your inquiry within one business
--- You will be transferred no more than twice; if the issue remains
unresolved at the second contact point, we will obtain the required
information and return your call.
--- If you are transferred during your call, we will explain your
issue to the recipient of the transfer so you do not have to repeat
the reason for the call.
--- You will receive accurate and consistent information on FCC
policy and rules.
When you request license application forms:
--- You will receive your form order within 10 days after we receive
your mail or phone request. You have immediate access to forms
through "fax-on-demand" and the Internet.
--- You will receive, along with the application, material that
clearly describes the licensing process.
When you apply for a license:
--- You will be able to determine the status of your license
application and where it is in the process.
--- If your non-specialized mobile radio systems application is
error-free, you will receive your license within 70 days of receipt.
--- If your application contains errors that can be resolved by
telephone, we will telephone you. If all errors cannot be resolved,
your application will be returned, but only after a complete review.
Errors or omissions will be clearly indicated.
--- Every five years, when your license needs renewal, we will send
you your renewal notice 90 days prior to the expiration date.
Federal Emergency Management Agency
Provides leadership and support to reduce loss of life and property
through a risk-based emergency management program.
For individual disaster applicants, FEMA will:
--- Provide you with an opportunity to tell your story to a
responsive FEMA representative.
--- Treat you with respect and caring.
--- Give you clear, accurate information on disaster assistance and
how to apply for it.
--- Explain clearly what you need to do after application, what you
can expect from the government, and how long the process should take.
--- Provide eligible individuals disaster housing assistance checks
with all possible promptness and give them an estimate of the length
of time it will take.
--- Provide equal access to disaster assistance for all individuals.
--- Use your suggestions and complaints to improve our service
General Services Administration
Consumer Information Center
Helps the public know about and get consumer information from the
--- Identify useful federal information of help to consumers.
--- Offer federal publications free or at the lowest possible cost in
the free Consumer Information Catalog.
--- Ensure that sales booklets offered through the CIC program
provide information that the public finds to be worth the price.
--- Make available publications that cover a wide variety of topics
of importance to the public.
--- Ensure accurate processing of customer orders.
--- The average time to fulfill an order by the GPO facility in
Pueblo, Colorado, will be four to six weeks, including delivery time.
Ease of accessibility and convenience of service process:
--- The Pueblo, Colorado, facility will be maintained as a single
point for consumers to obtain copies of the Catalog or other federal
publications. Consumers can obtain a free copy of the Consumer
Information Catalog by writing to Catalog, Pueblo, CO 81009, or by
--- An efficient means will be provided for nonprofit groups, such as
libraries and schools that are able to distribute 25 copies or more
of the Catalog on a quarterly basis, to be placed on CIC's bulk
--- The CIC Bulletin Board System and other new technology
initiatives will increase customer access to the Catalog and other
important consumer information.
Interstate Commerce Commission
Regulates interstate surface transportation, including trains,
trucks, buses, water carriers, household goods transporters, freight
forwarders, transportation brokers, and pipelines.
--- Accurately update information contained on the Automated Response
Capability at the end of each working day to reflect decisions served
by the Commission that day.
--- Treat you courteously and be responsive to your questions. When
we make a mistake, we will correct it as quickly as possible.
--- Provide an up-to-date telephone number which allows you to
contact the ARC Coordinator directly if you have a problem with the
ARC system. You can reach the ARC Project Coordinator by telephone at
--- Encourage you to let us know how well we are serving you and ask
you to suggest ways we can improve our service to you.
Japan-United States Friendship Commission
Promotes mutual understanding and cooperation between the United
States and Japan; administers grant programs for Japanese studies in
the United States, American studies in Japan, policy research, public
affairs and education, and the arts.
Our standards are as follows:
--- You will be treated with courtesy every time you contact us.
--- We will provide you with all the information you need in order to
understand our programs.
--- We will also provide you with information about other existing
grant programs that may help you.
--- When you call our office for information or help, you will reach
us on the first call.
--- You can expect us to deliver our services fairly and to the same
high standards to all our clients regardless of race, color, age,
religion, sex, national origin, sexual orientation, political
preference, labor organization or non-affiliation, marital status, or
National Archives and Records Administration
Accesses, arranges, describes, preserves, and makes available to the
public the historically valuable records of the three branches of
--- We will treat all of our customers with courtesy.
--- We will meet or beat our established deadlines for providing
--- We will provide to our customers competent service by
--- We will provide informational products to meet our customers'
If you call or visit one of our facilities:
--- You will find Archives staff and volunteers available in all
offices to assist you during posted business hours. Our business
hours will be prominently posted at all sites and noted in our
brochures and through other information sources.
If you write to us about our holdings:
--- You will be sent a response to your written request about our
holdings within 10 work days after we receive your letter. If we
cannot provide a full response within that time, we will tell you
that we have received your request and tell you how long we expect it
will take before we can provide a full reply.
If you need information about the National Archives:
--- You can obtain timely and up-to-date information about the
Archives, its services, and holdings through the Internet and other
on-line services, our fax-on-demand service, through printed
publications, or by contacting one of our offices.
If you need information about government rules and announcements:
--- You will be provided with timely information on a daily basis
through the Federal Register on the following:
-- presidential proclamations and executive orders
-- proposed rules and final regulations
-- public meetings
-- federal grants
This information is published in print and in electronic form by
the Government Printing Office.
If things go wrong:
--- If our service has not matched our values and standards for
customer service, we want to know so that we can do something about
it and get it right the next time. Our local complaints and
suggestions procedures are as follows. You may:
-- Ask to speak to the person you dealt with.
-- Use our Suggestion/Complaint comment form (NA Form 14045). You
can mail it or drop it in the box provided. Or, you can simply write
us a letter. If you request a reply, we will provide a response
within seven working days.
-- Speak or write to the supervisor in charge. If we cannot solve
your problem immediately, we will provide a response within seven
If you are still not satisfied that we have handled your complaint or
provided the service we promised, you can write to the Assistant
Archivist for the office with which you have been dealing.
National Commission on Libraries and Information
--- NCLIS will seek out individuals and groups representing the U.S.
public and offer advice or assistance in developing or carrying out
policies that affect library and information service nationally.
--- NCLIS will respond to requests for comment and take advantage of
other opportunities for providing advice and assistance, whether that
advice is asked specifically of NCLIS, of federal agencies generally,
or of the general public.
--- NCLIS will provide assistance in the form of data, appraisals,
plans, studies, statistics, surveys, analyses, research, or policy
advice tailored to the needs of the individual or group in each
--- NCLIS will provide assistance on a schedule that is timely,
usable and useful to the entity to which the information's being
--- NCLIS will track the provision of information to determine if it
was useful/used, if it had an effect, what were the factors affecting
the use/lack of use of the information, what could/should have been
done differently, etc.
--- NCLIS will assess (with the group or individual to whom the
assistance was provided) what were the factors affecting the use/lack
of use of the information, what could/should have been done
New or changed services:
--- NCLIS will revise our offering/provision of future services as
determined by the evaluations.
National Endowment for the Humanities
An independent, grant-making agency established by Congress to
support research, education, and public programs in the humanities.
In assisting you as a prospective applicant, you can expect us to:
--- Respond courteously and quickly to your requests for information
about our grant programs.
--- Be able to describe the programs that best suit your needs.
--- Provide application instructions and forms that are clear and
easy for you to use.
--- Offer prompt and thoughtful advice and guidance in preparing your
--- Explain accurately the procedures that would be used to evaluate
your application and tell you when you could expect a decision.
In assisting you as an applicant, you can expect us to:
--- Ensure that the evaluation of your application is fair,
expeditious, and informed by the expert judgments of your peers.
--- Notify you promptly of the decision on your application.
--- Provide substantive reasons for the decision reached on your
--- Give you helpful advice, if you are unsuccessful, on revising or
resubmitting your application.
In assisting you as a grantee, you can expect us to:
--- Provide you with an award document that is clear and easy to
understand and that sets forth sensible reporting requirements.
--- Provide the names of our staff members who will serve as contacts
for your reports and for any assistance you may need.
--- Answer promptly and satisfactorily all requests for information
on NEH policies and procedures.
--- Read and acknowledge promptly your reports on grant activities.
--- Maintain a professional, helpful relationship with you as you
carry your project to completion.
National Labor Relations Board
Administers the National Labor Relations Act; prevents and remedies
unfair labor practices committed by private sector employers and
Our customer service standards include the following:
--- We will treat you courteously.
--- We will attempt to answer your questions about the case,
consistent with the confidentiality rights of other persons and the
--- If necessary, we will provide bilingual services if we are given
sufficient notice of that need.
--- We will provide the same treatment to all persons regardless of
race, sex, religion, national origin, age, political affiliation,
sexual orientation, or disability.
--- Our facilities are accessible to persons with disabilities. We
will attempt to accommodate persons with disabilities. Please let us
know if you will need accommodation.
--- If you wish, you may be represented by an attorney or other
representative of your own choice.
Examples of the types of customer service standards you can expect in
representative cases are:
--- We will send all parties to the case a copy of the petition. Most
petitions seek to have the NLRB conduct a secret-ballot
--- We will investigate any issues which are necessary to resolve
before an election can be conducted. Where appropriate, we will
explain the issues raised in the case. We may ask the parties to
submit their legal arguments.
--- Some petitions may be dismissed. However, where an election is
appropriate, we attempt to get all parties to agree to a voluntary
election. We have been successful in achieving election agreements 80
percent of the time.
--- Where an election is appropriate, we attempt to schedule the
election as soon as practicable, normally within six to eight weeks
after the petition has been filed.
--- If all parties do not agree to an election, we will issue a
Notice of Hearing in order to resolve necessary issues.
--- The hearing will be before an NLRB Hearing Officer. All parties
may present relevant evidence relating to issues which must be
resolved before an election can be conducted.
--- After the hearing, the NLRB Regional Director will issue a
written decision as promptly as possible allowing for thorough and
complete consideration of all the evidence and issues. The time it
takes to issue a written decision may depend upon the length of the
hearing, complexity of the issues, and office workload. From the time
a petition is first filed, you should expect a regional decision
after hearing normally within 45 days. A party may request review of
the Regional Directors decision after the hearing normally within 45
days. A party may request review of the Regional Director's decision
by the board in Washington, D.C.
--- From the time a regional decision after hearing issues, the
parties should expect that an election normally will be conducted. If
appropriate, within 25 to 30 days.
--- Where an election is appropriate, we will conduct a secret ballot
in such a manner so as to provide the eligible employees in the
appropriate collective bargaining unit an opportunity to cast their
--- If there are determinative challenged ballots or election
objections, we will investigate, and/or conduct a hearing on, the
challenges and objections and issue a written report. We may ask the
parties to produce witnesses, evidence, and legal arguments.
--- From time that challenges and/or objections to the election are
filed, if no hearing is held, the parties should expect a regional
report of supplemental decision normally within 35 days. If a hearing
is held, the parties should expect a regional report or supplemental
decision normally within 95 days.
--- Following an election and the resolution of any determinative
challenged ballots and/or objections, we will certify that a union
is, or is not, the collective-bargaining representative of the
employees in the voting unit.
National Mediation Board
Assists in maintaining a free flow of commerce in the railroad and
airline industries by resolving disputes that could disrupt travel or
imperil the economy.
You can expect our staff to meet the following standards:
--- At least 90 percent of representation cases not involving a
participant's request for board-level action will be completed within
90 calendar days of docketing.
--- In at least 90 percent of representation cases involving a
participant's request for board-level action, the NMB staff will
submit a recommendation to the board within 180 calendar days of
docketing and the board will respond within an additional 30 calendar
--- An updated NMB Representation Manual will be made available to
the public during fiscal year 1995.
--- An NMB investigator will be assigned to investigate
representation cases within five business days of docketing.
--- Representation and mediation applications will be responded to
within three business days following their receipt by the NMB.
--- All NMB mediators will have received training on
innovative/enhanced mediation approaches by the end of fiscal year
--- At least two training/orientation opportunities will be made
available to the parties by the end of fiscal year 1995 regarding
methods to reduce the volume of railroad grievance cases pending
--- Arbitrators compensated by the NMB will be sent their payment
within 14 days following the NMB's receipt of an appropriate voucher.
Office of Personnel Management
Federal Employment Information System
Serves job seekers by providing information on federal employment.
To assist you as a federal job seeker:
--- We will provide you with courteous and timely service.
--- We will update our nationwide job listings every business day.
--- We will have Employment Information Specialists available to
answer your questions.
--- We will provide 24-hours-a-day, seven-days-a-week access to
nationwide job information and application request services through a
variety of electronic media.
--- We will respond to your requests for applications and/or routine
information within one business day.
--- We will use your suggestions and complaints to improve our
service continually. We will always remember we work for you, the
Pension Benefit Guaranty Corporation
Protects the benefits of participants in private sector pension plans
and provides timely payment of benefits for those pension plans that
have been terminated.
We pledge that:
--- In all communications with you, we will acknowledge your inquiry
within one week. If we cannot give you an immediate answer, we will
tell you when to expect it and we will give you a specific point of
--- If it will take us longer than expected to answer your question,
we will give you a status report and tell you a new date when to
expect an answer.
--- If you are receiving a pension check, changes you request (such
as address change, direct deposit, tax change) will be made within 30
days, if the request is received by the first of the month. It will
take another month if the request is received after the first of the
United States Postal Service
These are the continuing standards of the USPS:
--- Your First Class Mail will be delivered anywhere in the United
States within three days.
--- Your local First Class Mail will be delivered overnight.
--- You will receive service at post office counters within five
--- You can get postal information 24 hours a day by calling a local