Archive

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Document Name: Chapter 4: General Public
Date: 12/04/95
Owner: National Performance Review
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Chapter 4

Customer Service Standards for the

General Public

Advisory Council on Historic Preservation

Reviews federal actions affecting historic properties.

We are committed to providing you with first-class service. When you conduct business with us, we will treat you with courtesy and respect.

Section 106 reviews:

* Review of Section 106 projects will be completed within the time allotted by regulation or sooner.

* Upon inquiry, we will provide information on project status, estimated time needed to complete review, or any associated problems.

* We will clearly explain our project review decisions so you can understand why and how they were made and what to do if you disagree.

* To facilitate better communication, the name of the employee responsible for your project, along with a telephone number, will be on every letter.

Technical assistance:

* We will respond promptly to requests for assistance or advice on federal historic preservation programs and related matters.

* We will provide appropriate referral to other sources of information if the request falls outside the Council's purview or we are otherwise unable to address it.

Education and publications:

* We will continue to produce publications that are written clearly and address the specific informational needs of our customers.

* We will fill requests for individual copies of Council publications or training information within three working days.

* Our publications will be regularly updated to reflect changing laws and regulations, and all publications will have a date of publication on them.

* At present we cannot meet all training demand. We will develop a plan that will facilitate the widest possible geographic and special-interest distribution.

Telephone standards:

* Our telephone system is designed to connect you with the person you called or, if they are unavailable, their voice mail. Telephones will be answered by a person unless all lines are busy. If all lines are busy, you will receive clear instructions for leaving a message. Under unusual circumstances, it may be impossible to answer each incoming call. We are working to improve this system.

* Your phone call will be returned within one working day of receipt.

* We will respond to your telephone inquiries in a pleasant and helpful manner. Immediate, concise information will be provided whenever possible. If such information is not immediately available, you will be informed when you can expect to receive the information.

Agriculture (Department)

Agricultural Research Service

National Agricultural Library

Ensures and enhances access to agricultural information for a better quality of life.

Staff:

* At NAL you will find a knowledgeable and courteous staff who are dedicated to effectively meeting your information needs.

Access:

* We will provide multiple points of access, including telephone, fax, mail, the Internet, and other personal and electronic means.

* When you request documents on-site, we will retrieve and deliver them within 20 minutes of request. Requests submitted through fax, e-mail, mail, telephone, or Ariel (electronic delivery) will be filed within two days if items are on our shelves; within four days if items are not immediately available. We will respond to you within three days of receipt of request if your request cannot be filled.

* We will respond to or acknowledge receipt of requests for information requiring library research within five work days, most within three work days of receipt.

* NAL will offer a variety of convenient delivery methods--electronic, traditional postal, or express mail. We will provide high-quality photocopies, duplicated microforms, or loans of library materials to meet your needs. Options for delivery will include Ariel, fax, mail, or express mail.

* We will make information accessible through AGRICOLA, NAL's bibliographic database, and ISIS, our on-line public access catalog. We will strive to provide information that is current and thoroughly covers agriculture and related subjects.

* Access to NAL in person will be available 8 a.m. to 4:30 p.m., Monday through Friday, except federal holidays, at the Washington, D.C., Reference Center and NAL's Beltsville, Maryland, location.

Animal and Plant Health Inspection Service

Animal Care

Ensures humane care and treatment of warm-blooded animals that are raised, bought, sold, or transported for research, exhibition, or pet purposes at the wholesale level. Prevents inhumane, pain-producing practices on horses at shows, sales, and exhibitions.

Our commitment to service:

* We recognize that providing quality service to our customers is essential to ensuring the professional performance of our mission, goals, and responsibilities. Educating our customers about our services and regulatory authorities is a component of our animal care activities.

* We value your comments and will use them to measure our performance and improve service delivery. Communication of information and ideas provides for mutual understanding and a shared commitment toward achieving common goals.

What you can expect from us--In serving our customers, we pledge to:

* Carry out compliance activities in a professional and objective manner.

* Conduct animal care inspections in accordance with laws and regulations.

* Be respectful of individuals in the performance of our duties and responsibilities.

* Respond to information requests accurately and clearly.

We value your comments and will use them to measure our performance and improve service delivery. Communication of information and ideas provides for mutual understanding and a shared commitment toward achieving common goals.

Animal Damage Control

Helps solve conflicts between human activities and wild animals.

We strive for the highest possible standards in providing you service. When requesting assistance, you can expect the following:

* You will be provided with accurate information or expert help to resolve or minimize your wildlife conflict.

* Our employees will show respect for people, property, and wildlife.

* Our employees will respect varying viewpoints on wildlife damage management.

* We will use the most humane, selective, and effective control techniques.

* We will conduct activities in a professional, biologically sound, and accountable way.

* Our work will be done in a safe manner and in accordance with all federal, state, and local laws and regulations.

Biotechnology, Biologics, and Environmental Protection

Protects plant and animal health and the environment.

What you can expect from us:

* Fair and impartial treatment: We treat all our customers--public interest organizations, small firms, large firms, and the public--in a fair, impartial manner.

* Responsiveness: We will answer your correspondence in 30 days or less, with interim responses being provided for complex issues. We will meet or beat prescribed time limits for issuing permits, notifications, and petitions.

* A proactive approach: We strive to find solutions to issues before they become problems. We continually review and update our internal procedures and regulations so that we remain regulatory leaders in the programs we administer.

* Accessibility and openness: Whenever practical, we use meetings, electronic means, and notice and comment procedures to obtain your views, which we use to make program improvements.

* An entrepreneurial approach: We strive to be creative and cost efficient. We constantly seek close coordination and cooperation with other domestic and international organizations with whom we share jurisdiction. We try to be the "best in the business" in what we do.

International Services

Facilitates international trade in animal and plant products and helps to ensure an abundant food supply through helping to prevent agricultural pests and diseases from entering the United States.

We promise you, our customers:

* Professional and courteous treatment: Our employees are knowledgeable and responsive. Your concerns are important to us, and you will be treated in a professional, courteous, and efficient manner.

* Clarity in explaining our position: We will answer your questions in a clear and concise manner. We will explain how decisions were made and convey this information in understandable language.

* Program responses: Our program designs use the latest scientific methodologies. We promise to deliver our services with minimal disruption to the normal daily operations of our customers.

* Transparency and consistency in our regulatory processes: We promise to be consistent and transparent in the enforcement of our regulations.

National Biological Control Institute

Promotes, facilitates, and provides leadership in the use of live natural enemies to reduce populations of pest species.

When you contact us, we will be:

* Courteous and respectful: Your views and needs are important to us, and you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff.

* Fair: Our services will be objective, irrespective of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.

* Clear: We will explain to you what we do, how our programs work, and how you can get our help. If our information is hard to understand, tell us and we will try to make it easier to understand.

* Accessible: We are available to talk to individuals, organizations, and school groups about our services. Contact us by letter, phone, or fax, or through our bulletin board system.

* Ethical: We strive to meet the highest scientific and ethical standards to deliver our products and services to you.

* Entrepreneurial: We will customize solutions to your pest problems through building partnerships, leveraging resources, focusing our efforts, and promoting innovation. If we cannot meet your needs, we will try to put you in touch with someone who can.

* Efficient: Based on your requests, we have assembled several information packets, which are normally provided on the same day as your request. If research is needed to help with your need, we estimate how long it will take. If obstacles are met that delay our response, we will tell you and try to offer alternatives.

* Open: We work for you and continually seek your views, listen to your needs, and take appropriate action based on them. If you are not satisfied with any aspect of our service, tell us so we can correct the problem. If we make a mistake, we will tell you and correct it.

Plant Protection and Quarantine

Protects the health of U.S. plant and animal resources and facilitates their movement in the global marketplace.

We will serve international travelers and carriers by:

* Providing professional and courteous treatment.

* Providing expeditious inspection to the majority of all international travelers within five minutes of luggage claim.

* Answering travelers' questions or concerns before they leave the inspection area.

* Working with other federal inspection agencies, the transportation industry, and facility owners to provide the best in customer service.

We will serve cargo customers and carriers by:

* Providing professional and courteous treatment.

* Providing accurate and complete responses to requests for information within three days.

* Scheduling inspections of perishable cargo within three hours of availability and inspections of other regulated cargo within 24 hours of availability.

* Notifying customers of cargo holds and releases within one hour of inspection.

* Identifying intercepted organisms within four hours at ports where an identifier is stationed and 24 hours at all other ports.

* Communicating "no action required" or "action required" with options and/or our decision rendered within one hour of interception or identification of an organism.

Regulatory Enforcement

Promotes widespread compliance with laws and regulations protecting the health and care of animal and plant resources.

In fulfilling our mission, we pledge to:

* Carry out investigations in a professional and objective manner.

* Conduct enforcement activities in accordance with laws and regulations.

* Show respect to individuals in the performance of our duties and responsibilities.

* Respond to information requests reliably and clearly.

Economic Agencies

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.

We will:

* 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 forget you.

* 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 days.

* 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.

Food Safety and Inspection Service

Meat and Poultry Inspection

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 public health.

* 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 program improvements.

* 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.

Foreign Agricultural Service

Market Development

Helps U.S. exporters develop and maintain markets overseas for U.S. food and agricultural products.

You can expect FAS to:

* Provide professional, friendly, patient, and polite customer service at all times.

* Endeavor to understand customer information needs, and suggest appropriate materials and sources.

* Make a reasonable and specific promise to customers as to when their questions will be answered or when material will be provided.

* Solicit suggestions, comments, and feedback on our services.

Office of Communications

Provides information on agricultural programs.

We will:

* Respond to each customer in a courteous, efficient, timely, and helpful manner.

* Provide complete, accurate information about our programs, products, and services in plain language.

* Accurately direct you to the person or agency that has the information you need.

* Deliver promised information and products promptly.

* Work with you to meet your needs, while complying with laws and regulations.

* Explain why, or offer an alternative, if 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.

* Respond to your telephone or written requests within two business days.

Packers and Stockyards Administration

Grain Inspection

Facilitates the marketing of grains, livestock, poultry, and meat for the overall benefit of consumers and American agriculture.

Each and every customer can expect:

* Courtesy and respect: Your views and needs are important to us, and in return, you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff person.

* Fairness: Our services will be objective, whatever role you play in American agriculture-- from producer to handler to end user--and regardless of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.

* Clarity: We will clearly explain to you what we do, how our programs work, and who to contact for further assistance. If our information is unclear, tell us and we will try to make it clearer.

* Accessibility: We are available to serve you and to talk to individuals and organizations about our programs. Just drop by your nearest Grain Inspection, Packers and Stockyards Administration office or contact us by letter, phone, or fax.

* Timeliness: We will provide an official grain inspection and weighing certificate within one full business day after completing your inspection. In our regulatory role, we will respond to your concerns and work to ensure fairness and equity in the marketplace.

* Responsiveness: We will continue to seek your views, listen to your needs, and take action based on them. If you are not satisfied with any aspect of our programs, tell us so we can continue to improve.

Rural Housing and Community Development Service

Community Facilities Loan Program

Provides critically needed financing for the development of essential community facilities to public bodies, nonprofit organizations, and Native American groups.

We will:

* Keep our promises and be ethical in our service to you.

* Be polite, responsive, and assist you with a staff knowledgeable of our programs.

* Return your calls in an expedient manner.

* Be accessible and available to talk to individuals, organizations, and groups about our program.

* Give you assistance with your concerns, referring an appropriate source for problem-solving action when necessary. Our customers will not receive the runaround.

* Respect your right to quality and professional service.

* Treat you just as we would want to be treated ourselves and be fair to all people regardless of race, sex, disability, religion, age, or national origin.

* Be willing to work with you and any persons working on your behalf, and, if appropriate, to cooperate with other lenders or with other federal, state, and local agencies to meet your needs.

* Continually search for customer-related improvements.

* Listen to our customers to ensure RHCDS regulations and forms are customer-friendly and ensure success of the program.

* Efficiently and effectively provide you with assistance.

* Provide technical and professional assistance to our customers.

* Provide you with the necessary information, advice, and guidance on how to access and utilize the Community Facilities program.

* Refer you to other sources of information, assistance, or credit if it appears that you may qualify for alternative sources of programs or funding from commercial, private, or other governmental sources.

* Ensure that you are provided with appropriate forms and materials in five working days when you notify a Rural Economic and Community Development office that you are interested in filing a request for financial assistance.

* Provide assistance in completing all aspects of the application upon your request.

* Ensure that your request for financial assistance is reviewed promptly and that you are notified of eligibility within 45 days after we have received a complete pre-application.

* Provide a professional, supervised credit program to further ensure the success of your project.

Rural Rental Housing Program

Provides affordable rental housing that is safe, decent, and sanitary to very-low-income and low-income families in rural communities with significant housing needs.

We will:

* Keep our promises and be ethical in our service to you.

* Be polite, responsive, and assist you with a staff knowledgeable of our programs.

* Return your calls in an expedient manner.

* Be accessible and available to talk to individuals, organizations, and groups about our program.

* Give you assistance with your concerns, referring an appropriate source for problem-solving action when necessary. Our customers will not receive the runaround.

* Respect your right to quality and professional service.

* Treat you just as we would want to be treated ourselves and be fair to all people regardless of race, sex, disability, religion, age, or national origin.

* Be willing to work with you and any persons working on your behalf, and, if appropriate, to cooperate with other lenders or with other federal, state, and local agencies to meet your needs.

* Continually search for customer-related improvements.

* Listen to our customers to ensure RHCDS regulations and forms are customer-friendly and ensure success of the program.

* Efficiently and effectively provide you with assistance.

* Provide technical and professional assistance to our customers.

* Explain our programs and how you can apply for assistance.

* Determine the eligibility and feasibility of your complete pre-application within 60 days of receipt.

* Keep you informed of the status of your loan request and potential funding.

* Make sure that your proposed apartments do not adversely affect existing RHCDS, HUD, or other subsidized housing in the market area and are an asset to the community.

* Work with you to ensure that the units are developed at the most reasonable price, thereby reducing federal costs and ensuring that the proposed apartments are affordable.

* Once constructed, make regular inspections with you to ensure that units are well maintained and housing opportunities are available to all eligible tenants in a nondiscriminatory manner.

* Work in partnership with borrowers, management agents, tenants, and the local community to make the housing successful.

* Survey our tenants to determine the level of tenant satisfaction and ways we can approve our assistance.

* Provide technical and professional assistance to our customers.

Single Family Homeownership Program

Provides loans to rural Americans who are unable to obtain financial assistance from conventional sources the opportunity to obtain modest but adequate, decent, safe, and sanitary homes of their own.

In order to assist you in becoming a successful homeowner, we pledge:

* A courteous, efficient staff ready to provide technical, financial, and counseling assistance to you from loan application to graduation/payoff.

* We will offer you the full opportunity to become a successful homeowner by providing home ownership counseling where available, and/or referring you to a home buyer's education program in your local area.

* A prompt review of your loan request and determination of eligibility within 30 days of receipt of your completed application.

* We will work in partnership with others such as your local real estate broker and/or builder to ensure a pleasant and professional loan processing experience.

* During the processing period, our staff will keep you informed regarding the status of your loan request and potential funding.

* After receiving your loan, we will continue to work with you to ensure your success of home ownership.

* We will be there to work with you and provide the necessary assistance should you experience difficulties in carrying out the responsibilities of home ownership.

* If your income is reduced, we will promptly determine if your house payments could be lowered.

* You will be notified in writing of any adverse action taken on your loan/loan request and the reason for the action, and you will be advised of your appeal rights.

* We will keep our promises and be ethical in our service to you.

* We will be polite, responsive, and assist you with a staff knowledgeable of our programs.

* We will return your calls in an expedient manner.

* We will be accessible and available to talk to individuals, organizations, and groups about our program.

* We will give you assistance with your concerns, referring an appropriate source for problem-solving action when necessary. Our customers will not receive the runaround.

* We will respect your right to quality and professional service.

* We will treat you just as we would want to be treated ourselves, and be fair to all people regardless of race, sex, disability, religion, age, or national origin.

* We will be willing to work with you and any persons working on your behalf, and, if appropriate, to cooperate with other federal, state, and local agencies to meet your needs.

* We will continually search for customer-related improvements.

* We will listen to our customers to ensure that RHCDS regulations and forms are customer-friendly and ensure success of the program.

* We will efficiently and effectively provide you with assistance.

* We will provide technical and professional assistance to our customers.

USDA Service Center

Provides one-stop service for USDA assistance. This is a team approach to delivering farm, rural development, and natural resource services.

* 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.

* You will be given information that is clear, reliable, and easy to understand.

* 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 your suggestions.

* You can expect us to work with related state and local offices. 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 are consistent.

Architectural and Transportation Barriers Compliance Board

Ensures accessibility to the built environment for people with disabilities.

* We will listen to your concerns and issues with courtesy and understanding. You will receive individual attention and prompt, professional service. We will provide you with quality products, available in a variety of formats.

* We will respond to your inquiries in a timely and dependable way. We will refer you to other organizations if they can answer your questions more directly or offer additional services.

* We will involve you in developing accessibility guidelines. We will work in partnership with federal and national standard-setting groups, professional groups, people with disabilities, manufacturers and businesses, and state and local government officials to produce clear and consistent access requirements.

Christopher Columbus Fellowship Foundation

Encourages and supports research, study, and labor designed to produce new discoveries.

The Columbus Foundation will adhere to the highest standards of performance including the following:

* You will be treated with courtesy every time you contact the Columbus Foundation.

* Your questions regarding the Columbus Foundation will be answered on your first call.

* Information requested regarding the Columbus Foundation's fellowship programs will be mailed out promptly.

* Thorough consideration will be given to every fellowship application received.

Commerce (Department)

Economics and Statistics Administration

STAT-USA

Produces, distributes, and assists other government agencies in producing world-class business, economic, and government information resources that U.S. businesses and the public can use to make intelligent and informed decisions.

Files on the Economic Bulletin Board (EBB) and STAT-USA/Fax:

* We will post all files with official release times on the EBB and STAT-USA/Fax within 30 minutes of receipt from the originating agency.

Order Fulfillment:

* We will ship in-stock CD-ROM orders within one business day after we accept the order.

* If we do not ship your order within one business day of acceptance, we will, upon request, provide you with a free CD-ROM or extend your order by one month.

* Users who order a new EBB or STAT-USA/Fax subscription with a valid credit card over the phone will receive a user id for immediate access during that phone call.

* STAT-USA/Internet subscriptions will be valid within four hours of the phone call.

Technical Assistance:

* All technical assistance calls will be resolved within four business hours. If the problem requires more time to resolve, we will keep you posted of our progress.

* If you forget your EBB or STAT-USA/Internet passwords, please give us 24 hours to identify it. We will call the owner of the account back with the information.

* We will do our best to answer your questions. If we do not know the answer, we will direct you to someone who does.

Billing:

* For our EBB subscription service, we will include renewal charges in your trimester bill. You will have 30 days after the date of the first bill to return payment to us. If you cannot return payment to us within this time period, we reserve the right to deactivate your account. However, please contact us if you need additional time and we can extend the grace period.

* For all other subscription services, you will receive a reminder to renew the subscription roughly 45 days in advance of the subscription expiration date. If we do not receive payment from you, we will stop the subscription.

* All billing and fulfillment problems will be resolved within two business days. Billing and fulfillment personnel will be available for direct phone support between the hours of 10 a.m. and 4 p.m. EDT each business day.

You can expect us to:

* Give you our name when we answer the phone or write to you.

* Be polite, considerate, open, and honest.

* Give you accurate information about our products and services.

* Apologize if we get things wrong, explain what happened, and make things right.

* Deliver our services fairly and to the same high standards to all our clients, regardless of sex, race, disability, religion, and age.

National Oceanic and Atmospheric Administration

National Weather Service

Works to protects life and property and enhance the national economy.

* State-of-the-art equipment and technologies allow NWS to operate the most advanced weather and water forecast and warning system in the world.

* 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 changing weather.

* 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 economic interests.

NOS Nautical Charts and Related Products

Provides information, data products, and services to apply scientific understanding to the nation_s coastal, marine, and air navigation environment.

As our customers, you have a right to expect nautical charts that:

* Meet your needs, not ours.

* Are accurate.

* Are updated to the time of sale.

* Are fairly priced.

We will:

* Assess customer satisfaction and develop plans to improve customer satisfaction.

* Market our chart products and services at boat shows and technical conferences.

* Continue our customer outreach program at major port cities nationwide.

* Respond the same day to your telephone inquiries.

* Respond within one week of your written correspondence.

* Always be polite, considerate, and honest when communicating with you.

* Ensure that our products and services meet or exceed your expectations.

* Work closely with the International Hydrographic Organization and U.S. federal agencies to ensure that uniform surveying and charting standards are adhered to in our products.

* Actively participate in national and international conferences, committees, and technical workshops.

National Technical Information Service

FedWorld™ On-Line System

Acts as an information clearinghouse.

* Your access to FedWorld™ will continue to be provided at no charge.

* Products you order by credit card for downloading will be delivered within 30 seconds.

* Your calls to the Help Desk will be answered by a person, not a recording, 24 hours a day.

* We will continue to make information accessible in whatever electronic formats meet your needs and expectations.

National Telecommunications and Information Administration

Promotes the use of telecommunications and information technologies in the public and nonprofit sectors.

* National Telecommunications and Information Administration (NTIA) will make all publicly available information accessible as hard copy and through free-of-charge electronic services.

* Information will be made available electronically at the same time it is released in print.

* All information posted electronically will be timely and accurate.

* NTIA staff will assist you with any problems or questions you may have with use of our electronic services.

* NTIA will monitor usage of its electronic delivery services to ensure that they are reliably available and capacity is sufficient to minimize delivery time to you.

Office of Consumer Affairs

Provides consumer assistance and information.

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 full reply.

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 request.

* 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 request.

Office of Public Affairs

Provides information.

We will:

* Provide prompt response to telephone requests for information.

* Be pleasant and courteous in helping customers locate information.

* Find the answers and return the call within 24 hours if we are unable to supply information immediately or refer you appropriately.

* Meet reasonable customer deadlines for responses or explain promptly why we can't.

* 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.

* Use customer suggestions, complaints, and other feedback to improve our services.

We guarantee accountability to our customers.

Committee for Purchase from People Who Are Blind or Severely Disabled

Coordinates the purchasing needs of the government with employment and training opportunities for people who are blind or severely disabled.

The Committee has established the following standards to help it meet the needs of participating nonprofit agencies (NPAs) and their Javits-Wagner-O'Day (JWOD) Program employees:

Jobs for people with severe disabilities:

* The Committee will strive to provide job opportunities that allow individuals with severe disabilities to acquire relevant skills to prepare them, whenever possible, for competitive employment and will encourage NPAs to promote competitive employment opportunities for direct labor employees with disabilities.

Technical assistance and marketing:

* The Committee will communicate clearly and concisely to the National Industries for the Blind (NIB), National Industries for the Severely Handicapped (NISH), and participating NPAs all requirements and other information that affect their participation in the JWOD Program. The Committee will work with NIB and NISH to provide technical assistance to help NPAs maintain proper standards and records in compliance with federal laws and regulations governing their employment of people with severe disabilities under the JWOD Act. Requirements for participation in the program will be the minimum necessary to assure compliance with all such laws and regulations, and Committee policy. The Committee will actively assist NPAs to market their products and services to the federal government.

Timely action:

* Committee actions regarding additions, pricing, contract administration, compliance, and other activities will be performed within the shortest time possible in accordance with established timeframes to enhance the ability of the NPAs to accomplish their mission of providing employment and training for people who have severe disabilities.

The Committee has established these standards to help it meet the needs of federal government customers:

Quality and fair pricing:

* JWOD products and services will meet the customers' quality requirements at a fair market price.

Technical assistance and timely action:

* The Committee will communicate clearly and concisely to federal procurement personnel and end users of JWOD products and services all requirements and other information that affect their participation in the JWOD Program, and help remove barriers to their support of the program. Committee actions regarding additions, pricing, and contract administration will be performed within the shortest time possible in accordance with established timeframes to enhance the ability of procurement personnel to meet their customers' demands for products and services.

Easy ordering:

* The Committee will work with distributing agencies, including the General Services Administration, Department of Veterans Affairs, the Defense Logistics Agency, and any authorized commercial distributors to ensure that JWOD products are easily identifiable and accessible via up-to-date procurement methods such as credit card purchasing and electronic commerce.

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 injuries.

Hotline

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 hear the most up-to-date information on product safety recalls.

* To speak to a Hotline staff person who will give you courteous service and be available between 8:30 a.m. and 5 p.m. EST Monday through Friday except holidays.

* To have your complaint of an unsafe product or product-related injury taken accurately and a copy mailed to you the next working day 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.

* To arrange to speak to a CPSC staff member in one of the following languages: Arabic, Burmese, Cambodian, Cantonese Chinese, French, German, Greek, Hebrew, Hindi, Italian, Korean, Japanese, Punjabi, Ukrainian, Urdu, Vietnamese, and Yiddish.

National Injury Information Clearinghouse

Disseminates injury statistics and information relating to the causes and prevention of death and injury associated with consumer products. Responds to requests for this information from the American public. Conducts searches of databases to provide tailored responses to customers' needs.

When you request information from the Clearinghouse you can expect:

* To speak with a courteous Technical Information Specialist who will be available between 7:30 and 5:30 EST Monday through Friday except holidays.

* To have your request processed by a knowledgeable Technical Information Specialist.

* To meet your requirements with the most accurate and complete information available.

* To have your request for information acknowledged in writing within five working days.

* To leave a message at night and on weekends and holidays if you want to request incident data or check the status of a request. Your call will be returned the next business day.

* By November 1995 to receive our most frequently requested statistical and other injury information from our fax-on-demand system.

* If you are a manufacturer of a consumer product, to have all relevant information on incidents and investigations regarding your product sent to you for review and comment under an information-sharing program.

Defense (Department)

Defense Logistics Agency

Defense Reutilization and Marketing Service

Handles sales of excess material to the public.

We will achieve 90 percent customer satisfaction through our:

* Reliability in handling routine orders, answering questions, and meeting customer schedules.

* Responsiveness to customer requests and problems.

* Employees' knowledge of products and ability to answer questions and solve problems.

* Professionalism in telephone and written communications.

Public Affairs

Provides information.

* 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 spirit.

* 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 earlier.

Education (Department)

Bilingual Education and Minority Languages

Provides financial assistance, direction, leadership, and technical assistance to students with limited proficiency in English.

* Everyone requesting information will be treated with courtesy and professionalism.

* Requests for information will be addressed within 48 hours.

* E-mail messages will be returned within 24 hours.

* Each program officer will be able to answer questions about all BEML programs and Departmental initiatives.

* Each support staff member will be able to provide relevant information on funding opportunities assistance and will be able to direct requests to relevant BEML program staff and/or other Department principal offices.

* When a staffer is absent, he/she will have a designated backup knowledgeable of projects and programs.

* All complaints or problems with our primary customers will be brought to the attention of the Director, logged, tracked and brought to closure within 30 days regardless of the eventual "process-owner."

Civil Rights Complaint Resolution

Processes complaints of discrimination in our schools.

In carrying out our work, we are committed to treating all parties with respect and fairness. These are our commitments to you of customer service:

* The Office for Civil Rights (OCR) work will be of the highest quality. All complaints of discrimination will be appropriately resolved under the antidiscrimination laws and OCR policies and procedures.

* The Office for Civil Rights will work efficiently. Complaints of discrimination will be resolved in a timely manner, in all but exceptional cases within 180 days.

* The Office for Civil Rights will make it easy to communicate with us. Telephone calls will be promptly answered. Correspondence will be acknowledged within seven days, and answered within 30 days.

* The Office for Civil Rights will be clear. Our correspondence to you will be easy to understand, even if you are not a lawyer or are not familiar with OCR policies and procedures.

* The Office for Civil Rights will listen. We will work to understand your concerns, give those concerns due consideration, and take appropriate action, all in a prompt and friendly manner.

Educational Research and Improvement

Provides financial assistance and technical assistance in educational research and development programs.

In sponsoring educational research, development, and dissemination to improve education:

* We service our customers well.

-- Our products and services are based on the best available research and exemplary practice and are current, relevant, and of high quality.

-- We engage in a process of continuous improvement in the provision of products and services.

-- We give accurate, dependable, and useful responses to all reasonable inquiries.

* We listen to our customers and use their input responsibly.

-- We solicit customer knowledge, needs, and perspectives on a regular basis to help improve our products and services.

-- We systematically incorporate customer knowledge, needs, and perspectives in the planning and decisionmaking that guide our work.

* We treat our customers with respect.

-- We are courteous, congenial, and helpful in our relations with customers.

-- We respond to written correspondence in a reasonable period of time, usually 10 days, and provide an appropriate interim response if more time is needed.

-- We return electronic and phone messages within a reasonable period of time, usually three days.

-- We respond to phone requests for single copies of publications or other products within two days. Mailed requests for single copies and all bulk orders are filled within three days.

Elementary and Secondary Education

Provides direction, leadership, and technical assistance and awards, disburses, and monitors grants, contracts and cooperative agreements to support education to elementary and secondary students.

* Once you have signed off on an assurance (in a grant application) during a fiscal year, you will not have to sign off on the same assurance in that fiscal year.

* All formula and noncompetitive grant applications will be reviewed and processed within 30 calendar days from date of receipt in the Office of Elementary and Secondary Education (OESE).

* When you request technical assistance, we will schedule technical assistance either by telephone within 48 hours or written response within 72 hours.

* We will conduct monitoring reviews for at least 25 percent of OESE programs during each fiscal year.

* When you submit a written request for (published) generic materials, we will fulfill your request within three working days from the date of OESE receipt.

* Your request for information requiring a decision on policy and/or regulatory issues will be responded to within 10 working days of OESE receipt.

* When you call OESE, your call will be answered by a person or voice mail within three rings.

* When you leave a message on voice mail or with an OESE employee, your call will be returned within two working days.

* When a call is received by an OESE employee, you will not be forwarded more than once for a specific inquiry.

* When you interact with an OESE employee, you will walk away with a positive image that starts with "I can" and not "I can't."

Office of the Secretary

Ensures equal access to education and promotes education excellence nationally.

If you contact us with an inquiry about the Department of Education or ask for other information:

* We will answer your written inquiry within 15 working days.

* If you telephone us, you will speak to a knowledgeable person who will answer your question or refer it properly. You will receive no more than two referrals.

* We will answer phone calls promptly, within three rings, and return all voice-mail messages within 48 hours.

* We will respond to your e-mail messages within 48 hours.

* If you have a personal appointment with a Department employee, you will not be kept waiting.

If you request one of our publications or documents:

* Requests for single copies of publications by telephone will be sent within 48 hours.

* Requests for single copies by mail and all bulk orders will be filled within 72 hours.

* Publications and documents will be made available in alternative formats on request.

* We will give you the option to receive information in electronic form where possible.

If you contact us about a complaint:

* We will respond to written complaints within 15 working days.

* If you telephone us with a complaint, we will advise you on the telephone or refer your complaint to the proper source.

If you are a prospective grant applicant or existing grantee, or if you are a prospective or current recipient of student financial assistance:

* We will disseminate timely and accurate information on grant opportunities and provide clear guidelines for grant proposals and criteria for selection.

* We will disseminate timely and accurate information on student financial aid application procedures and program provisions.

* We will acknowledge receipt of requests for administrative actions and other inquiries within 48 hours.

* Final response on administrative actions will be completed in 30 calendar days.

* Grant award documents will clearly identify which requests should be referred to the grant specialist or program specialist and which grantee actions do not require prior approval.

* We will provide timely, accurate, and dependable technical assistance.

* We will provide information that explains the final funding decision.

* We will institute sensible reporting requirements and, when conducting monitoring and site visits, perform exit interviews and make final monitoring reports available within 30 days.

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, policymakers, 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 to learn.

* 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.

Postsecondary Education

Provides financial assistance (loans) and technical assistance for students enrolled in postsecondary education; supports institutions in the development of student services, college housing and facilities, and innovative instructional programs; and provides direction, leadership, and technical assistance.

Customer support:

* All inquiries coming into the customer support unit are logged and tracked through a call management database and are researched, responded to, and closed within three working days.

* All Student Financial Assistance Programs publications are edited and loaded onto the electronic bulletin board systems within one working day of receipt.

Public inquiries:

* Our Public Inquiry Service will have sufficient staff and phone lines to ensure that the average call wait time will be 35 seconds or less.

* Letters that do not require casework are required to be answered within 12 working days of receipt. Letters requiring casework research are answered within 20 working days.

Direct loans and central processing system:

* We will answer at least 90 percent of telephone calls immediately, call back customers leaving a voice message within one hour, and continue to respond through on-site visits and other support as requested.

Direct Loan Servicing Center:

* Incoming calls to the servicing center are responded to immediately 95 percent of the time. Incoming mail is responded to within five days.

Special Education and Rehabilitative Services

Provides financial assistance, direction, leadership, contract advice, and technical assistance to improve education for children with disabilities and rehabilitation and independence of disabled adults.

Improving our customer relations:

* We will include our customers, partners, and stakeholders in strategic planning for the organization.

* We will be courteous and treat our customers with respect every time they contact us.

* We will measure customer satisfaction with our programs and services through the use of customer surveys, focus groups, public comment periods, public hearings, and meetings with customer representatives. We will focus special attention on traditionally underserved groups.

* We will use information and feedback we receive from customers to continually improve our services and make our programs more customer-focused. We will obtain feedback through regularly scheduled events where our customers know that they will have an opportunity to provide feedback to us.

Supporting customer service:

* We will empower our staff to make decisions at lower levels of the organization to achieve customer satisfaction, thus reducing runaround time for customers.

* We will develop individuals and positions with direct responsibility for assisting customers and managing the customer service process.

* We will implement training, accountability, and quality assurance procedures to facilitate a culture in which customer service is valued by the organization and employee.

* We will make information resources readily available to our staff, so that every employee can: (1) respond quickly and accurately to general inquiries, and (2) make accurate and prompt referrals regarding more specific inquiries.

Obtaining customer input:

* We will make information about all Department of Education programs and services available to our customers by participating fully in the Education Department's one-stop information referral service.

* We will establish and maintain customer access to on-line information services about our services and programs.

* Our voice-mail systems will provide the option of speaking to an operator at any time.

* Routine inquiries, whether written, phone, or electronic, will be responded to within five working days. For complex inquiries requiring additional time, customers will receive an interim response projecting the time to resolution.

* We will respond to phone requests for single copies of publications and other available products within 48 hours. Requests for single copies by mil and all bulk orders will be filled within 72 hours.

* We will see customers within 10 minutes of the scheduled time of an appointment.

Making the grant process more accessible:

* We will disseminate timely information about grant opportunities and make application packages readily available without another call.

* Grant application packages will be easy to read and understand and will be provided in accessible formats.

* We will state clear guidelines for proposals and criteria for selection for all grant and contract competitions.

* We will conduct fair reviews of proposals.

* We will notify grant applicants of decisions within six months of the receipt of the proposal.

* We will provide information that explains the final funding decision for the proposal.

Making our monitoring activities more customer-focused:

* In monitoring site visits, we will provide an idea of our findings in exit interviews on the last day of the visit.

* We will make final monitoring reports available within 30 days.

Vocational and Adult Education

Provides financial and technical assistance to students, adult learners, and employers who provide vocational and adult education.

* Customers will be treated with courtesy and professionalism.

* Customers communicating with the Office of Vocational and Adult Education (OVAE) will receive individual attention and prompt service.

-- all phone and voice-mail messages will be returned within 24 hours.

-- correspondence will be closed out within two weeks.

* Customers receiving grants from OVAE can expect an efficient and effective process for the administration of funds. For instance:

-- state plans will be reviewed within 30 days after receipt.

-- peer reviews will be fair and timely.

* Customers will be provided with technical assistance that is timely, dependable, and accurate to improve the quality of education.

* Customers will have easy access to information compiled and maintained by OVAE through the use of technology.

* Customers will have adequate opportunity to provide input as to their needs as well as opportunity to provide feedback on OVAE's information and services.

Energy (Department)

Environmental Quality

Office of Environmental Management

Protects human health and the environment.

* Improve the cost performance of environmental quality projects by 20 percent over the next two years.

* Improve the cost of performance of environmental management and restoration activities by 20 percent over the next two years.

* Increase the frequency by which Environmental Management employees interact with stakeholders by establishing programs that engage individual employees with individual stakeholders at each EM site.

* Improve the distribution of programmatic information by filling orders for publications at the Center for Environmental Management Information within two business days from the time they reach the Center.

* Increase by at least 10 percent the number of customers who report a "great deal" of trust in EM by 1996.

National Security Business Line

Maintains nuclear weapons technology and competence that are responsive to national security needs; assists in the reduction of the worldwide nuclear stockpile by safely and securely dismantling thousands of nuclear weapons; transforms the national security infrastructure to meet the requirements for secure disposition of weapons capable materials; and maintains arms control and related technologies.

Office of Defense Programs

* 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.

Office on Nonproliferation and National Security

* 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; this is a 791 percent improvement in declassification actions.

Office of Environment, Safety and Health

Seeks to achieve excellence in environmental, safety, and health activities and timely implementation.

* Maintain safe facilities.

* Demonstrate openness and take responsibility for our actions.

* Share technology advancements.

Office of the Secretary

Contributes to the welfare of the nation by providing the technical information and the scientific and educational foundation for the technology, policy, and institutional leadership necessary to achieve efficiency in energy use, diversity in energy sources, a more productive and competitive economy, improved environmental quality, and a secure defense.

In accordance with the Performance Agreement Between the President of the United States and the Secretary of Energy, Hazel O'Leary, the Department of Energy will:

* Leverage DOE's unique science and technology capabilities to provide knowledge that drives the nation's future.

* Reduce the global nuclear danger.

* Restore, stabilize, protect, and enhance the environment.

* Develop and deploy clean energy sources and enhance energy security.

* Stimulate U.S. economic productivity.

* Improve communications and trust.

* Increase productivity of DOE's human resources.

* Achieve excellence in the safety and health of DOE workers, the public, and the environment.

* Become the "best-in-class" in the use of management practices.

Environmental Protection Agency

Public Access

Provides general information to the public.

EPA will finalize these draft standards after consulting with our customers in the coming year.

* We will provide you with accurate, up-to-date, and reliable information products and services.

* We will actively listen to and be responsive to your concerns and needs regarding our services.

If an inquiry needs to be addressed by another organization:

* We will provide an accurate referral, and, whenever possible, route the inquiry directly.

* We will strive to make information available through a variety of channels, including electronic media and intermediaries, such as community organizations and local libraries.

* We will hold ourselves accountable for a satisfactory response by giving contact names and telephone numbers or e-mail addresses for reporting back on the quality of our responses.

If you write to us (via mail, fax, or computer):

* We will endeavor to mail a response within 10 business days of receipt. If we need more time to research the answer, we will contact you within those 10 days to tell you when to expect our response and who the contact person is.

If you telephone us:

* We will provide a single toll-free public information telephone line, which will help route inquiries. (This new service will be operational by the beginning of FY 1997, provided the full Agency budget is appropriated.)

* We will answer the call promptly and courteously.

* We will make every effort to answer the question immediately, and we will always respond with a status report by the close of the next business day.

If you contact us via computer:

* We will provide a single address for connection to all EPA resources on the Internet.

* We will provide descriptions, including source, known quality, and limitations, of data made available electronically.

Equal Employment Opportunity Commission

Investigates and litigates charges of employment discrimination in private and public (including federal) sectors; and conducts training and informational activities for employers, unions, and community organizations.

As a charging party in cases where the EEOC is litigating, you can expect us to:

* Treat you with respect and dignity.

* Look at all the ways we do business and the ways we relate to you and others asking for our help. 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.

* Strengthen our commitment to customer service.

Federal Communications Commission

Cable Services Bureau

Promotes quality cable service at reasonable rates.

You will always be treated with courtesy, and can expect the following standards of customer service when interacting with us.

When you telephone:

* You will receive a response to your inquiry within one business day.

* You will be transferred no more than twice. If the issue is unresolved at the third contact point, we will obtain the 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 your call.

So you know the appropriate person to telephone:

* If you are uncertain whom to call for assistance, you can contact one of our customer service representatives at (202) 416-0856.

* If you would like a copy of our Bureau directory, you can obtain one over the Internet, or, for a fee, from our copy contractor at (202) 857-3800.

When we release information from the Bureau:

* You can locate information on certain Bureau activity--including Notices of Proposed Rule Making, Report and Orders, Memorandum Opinion and Orders, rules and public notices--from FCC Record or the Internet (all or some of which may be available in your local public library) or, for a fee, through our copy contractor. Our rules are available in the Code of Federal Regulations, and Commission actions are reported in the Federal Register.

* You can obtain information through the following electronic addresses:

-- Gopher: gopher.fcc.gov

-- World Wide Web: http://www.fcc.gov

-- FTP: ftp.fcc.gov, log in as anonymous and use your e-mail address as the password. Publications are in the /pub directory and succeeding subdirectories. Identify files of interest by downloading the index (found at the same level as /pub) and searching for key words.

* Fact Sheets on cable regulations can be obtained through the use of fax-on-demand, the Internet, by contacting our customer service representatives, or, for a fee, through our copy contractor. Examples of the types of fact sheets available include "The Consumer's Role in Rate Regulation," "Where to File Complaints Regarding Cable Service," "Subscriber Signal Quality Standards," and "Customer Service Standards."

To contact the Cable Services Bureau:

* To better answer your questions, we have established the following telephone numbers:

-- Rate complaint form hotline:

(202) 416-0902

-- Local franchising authority hotline:

(202) 416-0940

-- Small systems hotline: (202) 416-0818

-- General information on cable regulations (Spanish language): (202) 418-2226

-- Customer service representatives:

(202) 416-0856

-- FCC fax-on-demand: (202) 418-2830

-- FCC duplicating contractor (International Transcription Service, Inc.): (202) 857-3814

If you are seeking additional information or have questions or concerns, please call our Office of Government and Public Outreach at (202) 416-0800.

Common Carrier Bureau

Provides communications guidance to the general public, businesses, nonprofit institutions, and government.

You will always be treated with courtesy and can expect the following standards of customer service when interacting with us:

When we release information from the Bureau, we will:

* Make all short documents of five pages or less (e.g., press releases, public notices, and fact sheets) available through domestic fax-on-demand and international fax on a case-by-case basis.

* Place a copy of all late releases behind the glass outside the press office so the communications public knows of all released documents.

* Make Bureau decisions and outgoing public documents available within 24 hours of release.

During the rulemaking process, we will:

* Respond within three business days to Part 61 waivers; three to five business days to requests for time extensions; two business days for special temporary authorities; and 15 business days to Part 68 applications. These items are routine, within the Division Chief's delegated authority, and do not have to be put out for public comment.

* Respond within six weeks to non-routine public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority.

* Respond within nine months to non-complex public initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed.

* Respond within 12 months to complex public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed.

* Assign items for resolution to an appropriate division for handling within two weeks of receipt.

* Consider alternative dispute resolution and negotiated rulemaking before moving to conventional methods of resolving contested decisions.

When we receive information from the public, we will:

* Assign a reference number, log the filing within 24 hours, and maintain the log for paperwork received without a docket or division number.

To streamline our forms, we will:

* Periodically issue a public notice of outdated reports, forms, and other data requirements we can eliminate and invite comments on these and other candidates for elimination.

* Seek public input and coordinate within the FCC once the need for a new form or form change has been determined.

* Make new or revised forms available to the public two months before implementation and allow a transition period when possible.

When you telephone, we will:

* Return your telephone call within one business day.

* Provide an estimate of the time required to obtain an answer to your question if we are unable to respond when we first talk with you.

* Put a message on voice mail to indicate our unavailability when we are away from the Bureau for one day or more.

* State an alternative point of contact on our voice-mail message at all times.

* Determine if a staff member is in before we transfer a call. If the person is not in, we will ask if you would like to leave a message, be transferred to voice mail, or be transferred to another person.

When you do not know whom to call, we will:

* Implement an introductory voice recording to aid the transfer of your calls to the appropriate person or organization.

* Maintain an enhanced functional listing, updated regularly, of Bureau personnel and place it on the Internet and bulletin board system.

* Provide updated functional listings to the duplicating contractor for distribution.

When we process complaints, we will:

* Serve a defendant within 20 days of receipt of a formal complaint.

* Hold a status/settlement conference within 45 days from the time the formal complaint is served.

* Complete processing of informal complaints within six months.

Helpful FCC numbers:

* FCC-State Line computer bulletin board: (202) 418-0241

* Fax-on-demand: (202) 418-2830

* FCC Fax Forms System: (202) 418-0177

* Commission's duplicating contractor: (202) 857-3800

* Common Carrier Bureau Informational Requests: (202) 418-1500

* Office of Public Affairs/Public Service Division: (202) 418-0200

* Office of Public Affairs/Fee Hotline: (202) 418-0220

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 individuals.

When you telephone:

* You will receive a response to your inquiry within one business day.

* 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 nonspecialized 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 with 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 continually.

Federal Energy Regulatory Commission

FERC Electronic Bulletin Board Network (EBB)

Provides access to Federal Energy Regulatory Commission information.

Commission Issuance Posting System (CIPS):

* FERC daily issuances: the text of the formal documents the Commission issues such as proposed, interim, and final rules, initial decisions, opinions, notices, orders, and other documents. Issuances are available on CIPS at approximately 10 a.m. and 3 p.m. daily. Issuances posted after 3 p.m. are available at 9 a.m. the following day.

* News releases: the latest information the Commission provides on a full range of energy regulatory subjects and proceedings. They are available on CIPS within 24 hours after issuance.

* Commission agenda: a list of actions scheduled for a public Commission meeting. The list is available approximately seven days prior to the meeting.

* Commission action agenda: a list of items acted upon by the Commission at a meeting. The list is available one to two days after the Commission meeting.

* Daily filing list: a list of all filings made at the Commission that includes the date of the filing, the applicant's name, the type of filing, the filer/originator, the assigned docket number, and whether the filing is an intervention. The text of the filing is not available on CIPS. The list is divided by topic into six separate lists--gas, electric, hydropower, miscellaneous, oil, and rulemaking. The list is available at 3 p.m. the day following the filing date.

* Formal documents issued list: a list of all documents issued on a particular day. The docket number, the applicants name, the date issued, and the title of the document are included. The list is available at 3 p.m. the day following the issuance date.

* Daily calendar of hearings and conferences: a monthly list of all hearings, conferences, and meetings. The docket number, time, company name, and address are included. The list is updated daily after 3 p.m.

* Solicitor's quarterly report: the status of all court cases in which the Commission is involved. It is updated quarterly.

General Services Administration

Consumer Information Center

Helps the public know about and get consumer information from the federal government.

Value:

* 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.

Quality:

* Make available publications that cover a wide variety of topics of importance to the public.

* Ensure accurate processing of customer orders.

Timeliness:

* 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 calling (719) 948-4000.

* 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 mailing list.

* The CIC Bulletin Board System and other new technology initiatives will increase customer access to the catalog and other important consumer information.

Housing and Urban Development (Department)

Office of Fair Housing and Equal Opportunity

In general, customers can expect the following customer service standards:

* Every customer is entitled to courteous treatment.

* Every customer should be provided with additional assistance should the need arise.

* Provide adequate telephone coverage throughout the business day to receive calls and answer questions.

* Provide an interim response when a complete response requires additional time for research or there is a heavy workload.

* Solicit feedback and react to customers' comments.

* Train all employees regularly on customer service.

* Encourage teamwork and assure that all staff are thoroughly informed.

* Provide basic program training to clerical staff, particularly those who deal with the public.

* Assure that each person in the organization conducts himself/herself as a professional.

Regulatory Initiatives and Federal Coordination

Seeks to further fair housing through development of regulations and other guidance, administration of Executive Order 12892, and innovative projects to involve other federal agencies in removal of barriers to housing choice.

Customers, including the lending and insurance industries, consumer advocates, fair housing and civil rights groups, government officials, the press, members of protected classes, and the general public can expect the following administrative customer service standards:

* Provide guidance on interpreting fair housing law through the publication of proposed regulations governing lending and insurance.

* Provide substantive comments on proposed HUD regulations and policy regarding fair lending and insurance matters.

* Provide substantive comments on proposed legislation regarding fair lending and insurance matters.

* Provide training and informational briefings as requested to HUD employees, lending and insurance industries, consumer advocacy, fair housing and civil rights groups, government officials, the press, members of protected classes, and the general public.

* Provide timely responses to questions and concerns of customers regarding fair lending and fair insurance practices.

Public and Indian Housing

Administers a partnership between federal, state, and local governments, with the federal government providing subsidies and regulations on project operations.

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 locally.

* 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 backup, and a mechanism by which the regular lets the backup know that he or she is "on call."

* 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.

Interior (Department)

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 that administer the emergency program.

For abandoned mine land fee collections:

* OSM-1 forms will be mailed out 30 days prior to the due date.

* Fee collections correspondence will be responded to within seven days.

* Telephone calls will be responded to within one day.

* Refunds will be processed within one month after receipt.

For state program amendments:

* The availability of state program amendments will be announced in the Federal Register within 20 business days after receipt.

For OSM's mine map repository offices in Wilkes-Barre and Pittsburgh, Pennsylvania:

* Each scheduled visitor will be provided prompt and courteous service.

* 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 your inquiry.

* 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.

Where OSM is the regulatory authority, we will provide:

* Timely and efficient access to public files.

* Inspection reports to permittees within 15 business days.

* The opportunity to meet and confer with citizens regarding problems and issues relating to environmental protection and surface coal mining operations.

For the OSM Applicant Violator System, we will provide:

* Permit Recommendation Evaluations to the states within three business days of request.

* Abandoned Mine Land Emergency Contract Award Evaluations within four hours of request.

* Respond to outside industry requests for information within three business days of request.

* Respond to OSM, state, and industry requests for ad hoc computer reports within three business days of request.

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 explanations 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

Serves as a national resource and information center for earthquakes that occur worldwide.

* We will provide information 24 hours a day on the location and magnitude of significant earthquakes in the United States and around the world.

* 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.

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 respond to your requests for applications and/or routine information within five business days.

* 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 nonaffiliation, marital status, or nondisqualifying handicap.

Justice (Department)

Community Relations Service

Conflict Prevention and Resolution Program

Resolves racial and ethnic conflicts.

* We will clearly explain the process that CRS uses to address racial and ethnic conflicts, and our role in that process.

* We will provide opportunities for all parties involved to contribute to, and work toward, a solution to the racial or ethnic conflict.

* If you are a participant in a CRS training session or conference, we will provide useful information and materials that will assist you in preventing or minimizing racial and ethnic tensions. If you would like more information, we will work with you to identify additional materials to meet your needs within three weeks of learning of your need.

* We will be prepared to provide on-site services in major racial or ethnic crisis situations within 24 hours of when your community notifies CRS or CRS becomes aware of the crisis.

* In non-crisis situations, we will contact you within three days of when your community notifies CRS or CRS becomes aware of the situation, to discuss your request for CRS services.

Freedom of Information Act

Provides information to the general public.

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 made.

* 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

Administers the Immigration and Nationality Laws.

INS employees will provide high-quality services to our diverse customers. To ensure this:

* By the second quarter of FY 1996, district offices will establish and implement an ongoing staff development program that emphasizes:

-- cross-cultural awareness.

-- consistent application of policy and procedure.

-- multifunctional training.

-- the use of available technology to improve service.

* INS will widely distribute informational materials and common forms through community service providers, public agencies, and telephone systems in an effort to minimize the need for customers to visit district offices.

* 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 from nine minutes to one. 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 resident (Form I-485), your case will be reviewed within 90 days of filing and may be approved without an interview if it is properly filed and:

-- it is based on an approved petition classifying you as the parent or unmarried minor child of a United States citizen.

-- 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.

-- 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 using a touch-tone telephone.

* INS applications processing will be fair, accurate, and consistent throughout the Service. This will be accomplished by reengineering the naturalization and adjustment processes to:

-- provide adjustment and naturalization applicants with filing receipts within 30 calendar days.

-- enhance computer system capabilities so that status inquiries can be completed within 30 calendar days.

-- complete action on adjustment applications within four months.

-- complete action on naturalization applications within six months.

-- reengineer the processes for all other applications and petitions to include establishment of timeframes for completion of actions.

* INS will accelerate customers' access to benefit services with the primary objective being to:

-- greet customers promptly upon arrival in our offices.

-- direct customers to appropriate personnel.

-- deliver services in community settings to the fullest extent possible.

* INS will establish a formal customer feedback and complaint resolution process by the end of the second quarter of FY 1996. Information about this process will be posted prominently in public areas, translated into languages spoken by significant numbers of customers, and include the name and address of a designated official. All written complaints will be acknowledged within 30 days and resolved promptly.

Joint Inspections (INS/U.S. Customs Service)

INS will uphold the following customer service standards at land border ports-of-entry:

* Treat you, our customer, with professionalism and respect.

* Work with you, facility managers, and other federal agencies to provide excellent customer service while enforcing the laws of the United States.

* Provide a supervisor (by phone in remote locations) to address your inspection-related concerns before you leave the area.

* Make every effort to minimize your wait for an inspection.

* Respond to your written inquiries as expeditiously as possible. Upon receipt of your written inquiry with a phone number, INS will contact you within five working days. INS will mail you a written response within 10 days, if desired.

* Improve our inspections process while providing you with the highest level of customer service.

Response Center

Provides customers with technical assistance, information about new federal criminal provisions, and available grants and funding opportunities in the Crime Act, as they relate to Justice agencies.

The Response Center has developed measurable standards to provide:

* Timely information.

* Accurate information.

* Efficient service.

* Professional, courteous service.

Labor (Department)

Bureau of Labor Statistics

Develops and provides labor statistical data.

Bureau of Labor Statistics (BLS) pledges the following to our customers:

* We will let you know in advance when we will release our data. We will meet our release dates as published.

* We will be available when you need us. Electronic access and 24-hour recorded messages are available for your most requested information. Information specialists are available during business hours.

* We will distribute data in the form that fits your needs as resources allow. Available formats include telephone; recorded messages; microfiche; fax; diskette and magnetic tape; Internet; TDD; and new 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 Customer Service Guide includes the names of BLS subject matter specialists. If you ask something we cannot answer, BLS will refer you to someone who can. We want to make your information search as fast and direct as possible.

* We will help you to 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

Office of Federal Contract Compliance Programs

Conducts compliance reviews and complaint investigations.

Our standards for customer service are:

If you are an applicant or employee filing a discrimination complaint, you can expect OFCCP to:

* Thoroughly explain the complaint investigation process under OFCCP's regulations.

* Be an impartial third party in an effort to resolve your complaint.

* Assign, in a timely fashion, a compliance officer to your case who will interview you, answer all questions pertinent to your complaint, and keep you advised of our progress in conducting the investigation.

* Give you reasonable time to provide and explain your supporting documentation and adequate notification of any additional information needed.

* Provide you an opportunity to discuss OFCCP's findings prior to the conclusion of the investigation and an opportunity to provide additional information to support your complaint.

* Resolve your complaint in a timely manner.

Wage and Hour Division

Enforces labor standards laws protecting workers.

If you contact us with a question, you can expect:

* A clear and knowledgeable response to your question.

* Respect for your privacy.

If you are an employee who files a complaint and we accept your complaint for action, you can expect us to:

* Provide an acknowledgment of your complaint (including an estimate of when we will begin action on your behalf).

* Keep you apprised of the status of your complaint.

* Provide an explanation of our findings.

Mine Safety and Health Administration

Manages mine safety 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 regions.

* 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

Helps make the American workplace as safe and healthful as possible.

* Make regulations and interpretations user-friendly:

-- Issue standards and interpretations in plain language; rewrite unclear standards.

-- Issue compliance documents at the same time that new or revised standards become effective.

-- Provide training for OSHA staff, and compliance assistance materials for employers and employees, at the same time that a new or revised standard goes into effect.

* Work in partnership with business and labor to develop new standards that make real sense to real people:

-- Develop and publish a proposed safety and health program rule that includes the development of the basic requirements ("building blocks") to supplement rules governing specific hazards.

-- Involve business and labor in pre-proposal rulemaking activity and continue to have negotiated or consensual rulemaking as a goal.

* Expand training opportunities for private sector employees through regional education centers and targeted training grants.

* Provide better access to OSHA information:

-- Encourage more public involvement and input in the rulemaking process by routinely disseminating the text of proposed and final standards through OSHA CD-ROMs, the Department of Labor Electronic Bulletin Board, and other electronic media.

-- Expand efforts to provide electronic access to explanatory and interpretative materials to help the public understand and comply with safety and health requirements.

National Aeronautics and Space Administration

Office of Human Resources and Education

Advances the nation's education goals through expanding and enhancing the scientific technological competence of all students and educators.

We will provide:

* A physical presence in each state (through the NASA Teacher Resource Center Network, precollege outreach programs, and the Space Grant College and Fellowship Program).

* Electronic information systems (NASA television, NASA Spacelink, and FEDIX) for use by schools, colleges, and universities.

* Internet access to all of NASA's educational materials through the World Wide Web (htp\\www.nasa.gov).

National Archives and Records Administration

Ensures, for the citizen and the public servant, for the President and Congress and the courts, ready access to essential evidence.

* We will treat all of our customers with courtesy.

* We will meet or beat our established deadlines for providing customer service.

* We will provide high-quality service by knowledgeable staff.

* We will provide informational products to meet our customers' needs.

If you call or visit one of our facilities:

* You will find NARA 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 come to do research at one of our facilities:

* You will receive the records you request for use in our research rooms within one hour of your request or, in research rooms that have pull schedules, within one hour of the next pull time. If a delay is encountered, you will be notified of the problem and given an indication of when the records will be available.

* You will receive the information or assistance you need on how to use our self-service holdings within 15 minutes of signing into a research room.

* In Federal Records Centers, the records you requested will be waiting for you at your appointed time.

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 attend one of our workshops:

* You will find the instructor to be professional, knowledgeable, and helpful. Upon completion of a workshop, you will have the information to help you understand the principles discussed and apply them confidently to issues within your area of interest.

If you need information about the National Archives:

* You can obtain timely and up-to-date information about NARA, 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, published in print and in electronic form by the Government Printing Office, on the following:

-- presidential proclamations and executive orders,

-- proposed rules and final regulations,

-- public meetings, and

-- federal grants.

If you visit our exhibition hall in Washington, D.C.:

* You will find us open to serve you with knowledgeable staff or volunteers 364 days (closed only on December 25), with information readily available about our programs and services. During the peak visitor season, we will extend our hours for your convenience.

If you visit one of our presidential library museums:

* You will find us open to serve you with knowledgeable staff or volunteers 362 days (closed only on Thanksgiving Day, December 25, and January 1), with information readily available about our programs and services.

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:

-- Discuss the problem with the person who served you.

-- 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 working days.

-- 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 Science

Assists in developing or carrying out policies that affect library and information service nationally.

Initiative:

* 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.

Customization:

* 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 situation.

Timeliness:

* NCLIS will provide assistance on a schedule that is timely, usable, and useful to the entity to which the information's being provided.

Monitoring:

* 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.

Evaluation:

* 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 differently, etc.

New or changed services:

* NCLIS will revise our offering/provision of future services as determined by the evaluations.

National Endowment for the Arts

Federal grantmaking agency that Congress created to support the visual, literary, design, and performing arts, to benefit all Americans. The Arts Endowment's mission is twofold: To foster excellence, diversity, and vitality of the arts in the United States, and to broaden public access to the arts.

For all public inquiries, the Endowment pledges to:

* Treat you with courtesy and efficiency.

* Respond to phone calls promptly, usually within one business day.

* Answer letters, faxes, and e-mail promptly, generally within five business days.

* Provide clear and accurate information about our policies and procedures.

For all potential applicants, each Endowment office will:

* Provide timely information about programs of interest to you.

* Mail available guidelines promptly, usually within one business day.

* Clearly describe the criteria for the application process.

For all applicants, in addition to the above, we promise to:

* Offer guidance at your request as you prepare your application.

* Promptly acknowledge receipt of your application.

* Ensure all eligible applications are reviewed thoroughly and fairly.

For all grantees, the Endowment will:

* Provide notification of your award with clear instructions for requesting grant funds, reporting their use, and complying with the terms and conditions.

* Answer questions accurately about Endowment policies, procedures, and relevant federal regulations.

* Provide any other assistance you need throughout the grant period.

National Endowment for the Humanities

An independent grantmaking agency established by Congress to support research, education, and public programs in the humanities.

In assisting you as a prospective grant 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 application.

* Explain accurately the procedures that would be used to evaluate your application and when you could expect a decision.

In assisting you as a grant 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 application.

* 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 Gallery of Art

Serves the country by preserving, collecting, exhibiting, and encouraging the American public's understanding of works of art at an exemplary level.

The National Gallery is committed to:

* Acquiring, preserving, and displaying works of art of the highest quality and intellectual merit.

* Offering a variety of high-quality educational programs and materials to promote the understanding of art to Gallery audiences within and outside the museum.

* Supporting free and complete accessibility to the museum, its exhibitions, and all public programs.

* Maintaining a clean, pleasant, and safe physical plant.

National Labor Relations Board

Administers the National Labor Relations Act; prevents and remedies unfair labor practices committed by private sector employers and unions; and safeguards employees' rights to determine, through secret ballot election, whether to have unions as their bargaining representative.

Whenever you contact the National Labor Relations Board:

* 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 Privacy Act.

* 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.

Public Information Program

What to expect if you ask the Information Officer for assistance:

* If you come to an NLRB field office, the Information Officer will meet with you as promptly as possible. Please bear in mind that there may be several people ahead of you who want to speak with the Information Officer. You may want to consider calling first, as most matters can be handled by phone and mail. The Information Officer will normally be able to meet with you and assist you soon after you arrive at the NLRB office.

* If you phone the NLRB office, the Information Officer will speak to you at that time or will call back as promptly as possible. The Information Officer will normally be able to call you back and assist you soon after your call to the NLRB office.

* In some NLRB offices that are located in areas where there are many Spanish-speaking people, we will provide Spanish language service if you do not speak English. Extra time may be needed to provide that service.

* The Information Officer will listen to your inquiry and may ask questions that will enable us to help you. The Information Officer will explain possible options available to you.

* If you are meeting with an Information Officer and decide to file a charge or petition, the Information Officer will assist you. The Information Officer will normally be able to complete the filing process on the same day you decide to file the charge or petition.

* If you have telephoned the Information Officer and decide to file a charge or petition, the Information Officer will normally mail you the appropriate forms soon after your call.

* Where appropriate, the Information Officer will give you literature explaining our law and our procedures.

Representation Cases

Examples of the types of customer service standards you can expect in representation 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 representation election.

* We will investigate any issues that 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 that 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 the hearing, normally within 45 days. A party may request review of the Regional Director's 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 is issued, the parties should expect that an election, if appropriate, normally will be conducted 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 ballot.

* 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 the 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.

Unfair Labor Practice Cases

What to expect when a charge is filed:

* The party filing the charge is called the "charging party." The employer or union against whom the charge is filed is called the "charged party."

* We will conduct an investigation of the charge, securing necessary witness statements and other necessary evidence upon which to decide the charge.

* Among other things, the charging party must be prepared to provide us with details of necessary events, including dates, times, places, and names of witnesses. The charging party may be requested to provide additional evidence and/or information as the investigation progresses.

* The charged party will be requested to provide relevant information and, if the evidence warrants, will be asked to make its witnesses available for an interview. The charged party may be requested to provide additional evidence an/or information as the investigation progresses.

* Where appropriate, we will explain to both sides the issues that have been raised in the case. We may ask the parties to submit their legal arguments.

* We will complete the investigation, decide whether the case has merit, and implement our decisions as promptly as possible allowing for a thorough and complete investigation.

* All parties will be expected to submit their evidence promptly so that we may complete the investigation in a timely manner. We may give a party a deadline to submit their evidence and arguments. We will try to be flexible, consistent with our duty to complete the investigation in a timely manner.

* The length of time it takes to decide whether a case has merit may vary depending upon our caseload, the distance between the NLRB office and the site of the dispute, the priority of the case (and other cases in the NLRB office), the number of witnesses to be interviewed, and the complexity of legal and factual issues raised. We would rather take a little longer to complete the investigation if that's what is necessary to do a good job. From the time a charge is first filed, you should expect that all necessary investigations will be thoroughly completed and a regional determination will be made so that the decision can be implemented normally within 45 days.

* We will evaluate cases to determine whether we should ask for a court injunction to stop the alleged unfair labor practices temporarily until the NLRB is able to decide the case.

* Following an investigation, approximately 65 percent of all unfair labor practice charges are dismissed or voluntarily withdrawn for lack of merit. Of the remaining charges, every effort is made to resolve the case through an appropriate settlement. We have been successful in achieving settlements in such cases 86 percent of the time.

Where there is a decision that the charge does not have merit:

* If the Regional Director decides that the charge does not have merit, we will explain the reasons to the charging party and offer the charging party an opportunity to withdraw the charge. If the charging party prefers, the Regional Director will dismiss the charge, with or without detailed reasons at the charging party's request, and the charging party can appeal. The dismissal letter will tell the charging party how to file such an appeal.

* From the time a charge is first filed, you should expect in such no-merit cases that a withdrawal will be approved or a dismissal letter will be issued normally within 45 days.

* If the charging party appeals the dismissal, the General Counsel's Office of Appeals in Washington, D.C., will fully review all of the evidence and give full consideration to the charging party's contentions in making a decision. The length of time before a decision on the appeal issues will vary depending on a number of factors, including the amount of evidentiary material that must be analyzed and the complexity of the issues. Customer service standards regarding how long it should normally take for a decision on an appeal to be issued are currently being developed.

Where there is a decision that the charge has merit:

* If the decision is that the charge has merit, we will explain the decision and offer the charged party an opportunity to settle before a formal complaint is issued. We will continue to try to settle the case after issuance of the complaint. In addition, you should bring settlement possibilities to our attention as they develop.

* From the time a charge is first filed, you should expect in such cases a complaint, settlement, or adjustment, normally within 45 days.

* If the charge proceeds to trial, an Agency attorney will prepare and present the case to an NLRB Administrative Law Judge (ALJ). Other parties to the case may be present, be represented by counsel if they choose, and examine witnesses and present relevant evidence. The length of time before trial will vary depending on a number of factors, including how many other cases are set for trial.

* After the trial is concluded, the ALJ will issue a written decision and recommended order, which can be appealed to the Board in Washington and ultimately to the federal courts. The length of time before decisions of the ALJ and the Board are issued will vary depending on a number of factors, including the length of the trial and the complexity of the issues. Customer service standards regarding how long it should normally take for decisions of the ALJ and the Board to be issued are currently being developed.

Office of Personnel Management

Federal Employment Information System

Serves job seekers and displaced federal employees by providing information on federal employment.

Our customer service standards:

* 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 on the nationwide Career America Connection telephone system, (912) 757-3000.

* We will provide 24-hours-a-day, seven-days-a-week access to nationwide job information.

* We will respond to your requests for applications and routine information within one business day.

* We pledge to respond to your requests for employment information within one business day, and requests for more detailed information within five days.

* We will use your suggestions and complaints to improve our service continually. We will always remember we work for you, the American public.

Peace Corps

Office of Human Resource Management

Hires staff who will assist the Peace Corps volunteers in meeting the needs of the countries in which they serve.

You can expect our employees to meet the following standards:

Timeliness:

* We will mail postcards acknowledging receipt of your application within five working days. When a selection has been made, we will also notify you.

* We will ensure telephone coverage throughout the business day by answering all calls or by providing a voice-mail message. We will return all calls within two working days.

* We will mail requested information for open vacancies within one working day.

* We will respond to your correspondence regarding employment matters within four working days.

Respect:

* Every employee represents the Peace Corps. We will identify ourselves by name and office when communicating with you.

* When transferring your call, we will provide you with the name and number of the person to whom you are being referred.

* We will help customers with special needs relating to vision, hearing, and language in obtaining access to our services and information.

* We will promptly acknowledge that something did not happen as we promised and will do our best to correct the situation.

Results:

* We provide easy access to our services. You can talk to someone in person on business days from 8:30 a.m. to 5 p.m. EST. Beginning in October 1995, we will have automated services that respond to requests left on our Automated Job Line 24 hours a day, seven days a week.

* We have a comment/suggestion box, located within the Human Resources Management Office lobby. If our performance does not match our standards for customer service, please let us know so that we can do something about it.

* We will provide printed forms that are easy to understand and to complete.

* We will eliminate processes, procedures, and rules that are roadblocks to success and have outlived their usefulness.

* We will make certain information available electronically and provide clear instructions on how to receive this information.

Office of Medical Services

Medically screens all applicants for Peace Corps

service.

* Your interest in serving as a Peace Corps volunteer is important to us. You can expect courteous and respectful treatment from us.

* If you contact the Office of Medical Services by phone, a customer service representative will take your call in turn. If he or she is unable to answer your inquiry, he or she will refer you to someone who can. If you choose to leave a message, we will return your call within 48 hours.

* When you submit medical records to us, we will maintain them in the Office of Medical Services and handle them in a professional, confidential manner.

* When we communicate with you, we will use letters, forms, or terms that are clear, concise, and easily understood.

* Upon receipt of complete, accurate dental and medical records, we will make a determination of your medical eligibility for overseas service within 10 working days.

* In the event we determine you are not medically eligible to serve overseas, we will notify you in writing and explain why. We will also inform you about our appeal procedures. Should you choose to appeal, a decision will be made within 60 days of your written request.

Office of Returned Volunteer Career Services

Provides an employment clearinghouse for returned Peace Corps volunteers.

As a customer of Returned Volunteer Career Services, you can expect that we will:

* Provide friendly and courteous service.

* Provide accurate and current information in career workshops.

* Produce and distribute an employment advertisement and career information newsletter for returned Peace Corps volunteers.

* Review resumes and employment applications submitted for critiques, and return them within three weeks of receipt.

* Return phones calls within three days.

* Ensure that, if your call has to be transferred to a more appropriate division of the agency, you are given the office's title and phone number and an explanation for the transfer.

* Provide, upon request, information regarding our policies, customer priorities, and changes in products or services.

* Help customers with special needs related to vision, hearing, mobility, and other factors obtain access to services and information.

Office of Volunteer Placement

Selects, places, and delivers qualified applicants to Peace Corps host countries.

Every employee represents the Peace Corps. As our customer, you can expect that we will:

* Upon receipt of your application from Recruitment, maintain contact with you at least every 30 days during our decision process and provide you with complete and accurate information about the status of your application.

* Give our names and be prompt, courteous, and clear with each caller, redirecting your calls when necessary.

* Provide telephone coverage throughout the day; answer all phone calls by the third ring, using automated voice systems only when necessary.

* Respond to requests for information within one business day.

* Apologize if we make a mistake, and correct the problem. Help customers with special needs related to vision, hearing, mobility, health status, literacy, language, and other factors obtain access to services and information.

* Provide forms that are easy to understand.

* Utilize new technologies to provide customers with more efficient access to our services and information.

* Perform surveys to evaluate customer satisfaction.

Office of Volunteer Recruitment

Recruits people interested in volunteer opportunities with the Peace Corps.

You can expect a Peace Corps recruiting office to be:

* Courteous and respectful: Your interest in Peace Corps activities is important to us and you can expect professional treatment.

* Clear: We will explain our programs, how our recruitment process works, whether you are eligible, and how you can apply. Our letters and printed materials will be professional in appearance and written in plain English.

* Accessible: We are available to talk with individuals and groups about our programs. When you visit our office, you will be assisted by a knowledgeable staff person. If someone you wish to talk with is not available, we will arrange for this person to contact you. Follow-up phone calls will be made to ensure that you have received the information sent, and to respond to your questions.

* Fair: Our selection process will proceed without discrimination based on race, color, national origin, sex, religion, age, sexual orientation, disability, or political affiliation.

* Ethical: We will ensure that your privacy is protected.

* Efficient: We will mail requested information to you within three business days. We will acknowledge your application within five business days and will provide information regarding the status of your application within 10 business days. When you ask a question, 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.

* Open: We will measure your satisfaction through use of customer surveys, focus groups, and public comments. We encourage you to tell us how we can improve our service.

Peace Corps Fellows Program

Provides educational and employment opportunities to returned Peace Corps volunteers.

As customers of the Peace Corps Fellows Program, you can expect that we will:

* Maintain the quality of Fellows programs to ensure they are fulfilling their responsibilities and obligations to returned Peace Corps volunteers by communicating with the university coordinators monthly and making site visits to each school annually.

* Handle all telephone calls with courtesy and friendliness. If our office does not have the information, we will have it available by telephone within two working days, or by mail within 10 working days.

* Ensure that, if your call has to be transferred to a more appropriate division of the agency, you are given the office's title and phone number and an explanation for the transfer.

* Answer telephone calls received through voice-mail by the next working day.

* Send out requests for readily available printed material within two working days.

* Answer all letters requiring an individual response as completely as possible within 10 working days of their receipt.

* Welcome your visit to our office. A knowledgeable staff person will assist you. If your visit was not scheduled and someone you need to talk with is not available, we will give you an appointment for the earliest mutually convenient time. If you have come to the wrong office, or if your questions cannot be answered by the staff, we will direct you to the appropriate office. We will check beforehand to ensure that someone in that office will be available to speak with you.

World Wise Schools

Promotes understanding of other cultures among people of the United States.

As customers of World Wise Schools, you can expect that we will:

* Treat you with courtesy and respect, and provide you with accurate and current information.

* Within four weeks, acknowledge your program enrollment application and explain clearly the next step(s) in the process.

* Return telephone calls and electronic messages within 48 hours.

* Mail readily available printed material within one week of your request.

* Ensure that, if your call has to be transferred to a more appropriate division of the agency, you are given the office's title and phone number and an explanation for the transfer.

* Ask for and consider your ideas about program procedures and services.

Pension Benefit Guaranty Corporation

Protects participants' pension benefits and supports a healthy retirement system.

For Plan Participants--As customers of PBGC, you deserve our best efforts. Our first goal, of course, is getting you your benefit check on time each month. We are also committed to always showing you courtesy and respect when you contact us. We pledge that:

* In all correspondence to you, we will give you the toll-free number of our Customer Service Center and the name of a person to contact at PBGC.

* In all communications with you, we will acknowledge your inquiry within one week.

* We will return your initial phone call within one workday.

* If we cannot give you an immediate answer, we will tell you when to expect it.

* 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 month.

State (Department)

Bureau of Administration

Authentications Branch

Provides authentication of official documents.

* Experienced and knowledgeable employees serve customers in a timely and courteous manner.

* The Authentications Branch provides responses to mailed requests within five (5) working days of receipt.

* The Authentications Branch provides over-the-counter service on a while-you-wait basis (with a daily limit of no more than 15 documents and one visit per customer).

Office of Freedom of Information, Privacy and Classification Review

Provides information.

* 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-friendly.

* 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 requesters.

Office of Overseas Schools

Promotes quality educational opportunities at the elementary and secondary levels for dependents of American citizens overseas.

The Office of Overseas Schools is committed to providing its customers with service of the highest possible quality within resources available. In doing so, the Office strives to meet the following standards:

* If you request information on overseas schools, we will provide professional, knowledgeable, and courteous service. When written material is pertinent, we will send it to you within 24 hours of the request.

* In accord with legislative criteria and post recommendations, we will provide grant assistance each year to schools that enroll U.S. citizen school-age dependents.

* If you request assistance in locating an appropriate school for your child(ren), including those with special needs, we will provide options within one week of your request.

* To enhance appropriate education for dependents of U.S. citizens abroad, we will administer technical support activities to encourage school improvement and foster excellence in elementary and secondary education in American-sponsored overseas schools.

Transportation (Department)

Federal Aviation Administration

Air Pilot Certification

Tests and certifies airplane pilots.

* We will process your application for certification within 21 working days of receipt.

* 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.

Civil Aviation Security

Seeks to protect the traveling public in air transportation throughout the world.

FAA will:

* Always seek input from and coordinate with all stakeholders before amending the Federal Aviation Regulations and security programs.

* Have Federal Security Managers at 19 major airports in the United States to coordinate security measures, policies, and programs.

* Have agents at airports across the country to conduct continuous inspections and investigations of security measures, to share results immediately upon completion, and to ensure corrective action.

* Provide Federal Air Marshals for in-flight security on selected flights for U.S. airlines.

* Conduct hazardous materials surveillance and inspection of all air carriers serving the United States to ensure safe handling.

* Provide training and support for K-9 explosive detection teams at major airports.

* Collaborate with FBI, Drug Enforcement Administration, and U.S. Customs to develop strategies and state-of-the-art techniques for drug interdiction.

Pilot Medical Certification

Ensures that airline pilots, passengers, and the public are safe from aircraft accidents that could be the result of pilot medical problems.

* Your pilot medical certificate will be issued to you in your Aviation Medical Examiner's (AME) office on the day you complete your medical examination, unless medical problems require further review.

* If your certificate cannot be issued by your AME because further medical review is required, your paperwork will be forwarded to FAA. We will process your application for medical certification (excluding special issuance cases) within 15 working days of receipt of all necessary medical information from your medical provider.

* We will respond to your request for duplicate medical certificates within three working days of receipt.

* We will respond to your request for full review of medical records within 15 working days of receipt.

Weather and Flight Service

Provides general aviation pilots with easy access to weather data and flight plan processing via personal computer.

* Assure pilots who possess a valid pilot certificate and current medical certification will be given Direct User Access Terminal (DUAT) access within 10 days of their request for service.

* Provide enhancements to the current system, such as weather graphics and International Civil Aeronautics Organization flight plan capabilities, as advances in technology are identified.

* Translate DUAT alphanumeric weather data into plain text English.

* Provide 24-hour free access to the DUAT vendors' "Help Line" for questions regarding technical or database problems.

Federal Highway Administration

Federal Aid Program

Ensures the highest quality surface transportation system for the nation.

For our partners:

* We will inform you of all major changes in polices and regulations in a clear and timely manner. Except in unusual circumstances, you will have at least 60 days in which to offer your views on all proposed changes, and your views will be appropriately considered. The regulations will be clear and realistic and impose only the minimum necessary requirements.

* All of our partners and customers with whom we have a financial relationship will receive timely and accurate payment of all funds due to you. For those state partners who use electronic signature, we will make reimbursement payment to you on the same day that you request it.

* We will provide you, either directly or through other sources, with the best available training, technical assistance, and access to state-of-the-art transportation technology that will meet your needs.

* We will provide an open and cooperative approach to considering and deciding on changes that may affect practices, materials, or other aspects of transportation improvement activities.

* We will show integrity in our business processes, openness to innovation, and objectivity in our evaluations.

For the motoring and general public:

* All persons and businesses affected by federally aided transportation improvements will have an opportunity to present their views during the decisionmaking process, and they will receive all services and benefits to which they are entitled under the law.

* All federally aided transportation improvements will be undertaken with the aim of minimizing delay and maximizing safety in and around construction activities.

* We will work with our partners to address identified safety problems in a timely and prioritized manner.

* We will work closely with our partners to enhance the condition and performance of our nation's major roads and bridges.

* We will work with our partners to ensure quality and appropriate uniformity in signs, signals, and design standards on the nation's major highways.

* All federally aided transportation improvements will take full account of impacts on the human and social environment and on historical sites. We promise to minimize those impacts to the fullest reasonable extent, and to enhance the environment whenever possible.

* All of our partners and customers will be provided with timely and accurate information whenever you request it. You will receive the requested information, or a specific commitment for future delivery, within 10 days of our receipt of your request.

Federal Railroad Administration

Promotes rail safety throughout the U.S. railroad system and encourages policies that help rail realize its full potential.

We will:

* Answer congressional letters within five working days and all other letters from our customers within 10 working days.

* Provide the general public and all FRA employees with requested information as quickly as possible.

* Make good faith efforts in awarding 15 percent of financially assisted railroads' total contract dollars to minority firms.

* Identify and recruit Minority Business Enterprises/Women-owned Business Enterprises (MBEs/WBEs) for inclusion in the Department's MBE certification program.

* Assist and educate small businesses when seeking business opportunities with the rail industry.

* Locate diverse well-qualified candidates to consider for employment.

Railroad Safety

We will:

* Install toll-free lines to FRA Office of Safety headquarters and regional offices.

* Implement negotiated rulemakings--such as on trackside worker safety--whenever possible to encourage consensus building.

* Educate labor and management on inspection and enforcement procedures and use opportunity as listening post to seek feedback and suggestions.

* 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 customer services.

* Voluntary compliance: Develop safety profile for all Class I railroads and work with three railroads to develop systemwide safety management plans.

* 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 scheduling.

* Investigate inspection complaints from railroads within 10 working days.

Maritime Administration

Maritime Exchange

Operates an electronic bulletin board system, MARLINESPIKE, to disseminate timely

maritime-related information in a user-friendly manner.

* Maintain current and timely information.

* Respond within 24 hours to any questions you may have about system operations.

* Maintain system availability on a 24-hour basis.

* Monitor the forum continuously to provide you with current maritime information.

* Welcome any suggestions you may have on how we can improve this system through the e-mail selection found on the bulletin board or by calling our help line at 1-800-9US-FLAG.

* Treat you with courtesy and respect at all times.

U.S. Merchant Marine Academy

Educates and graduates professional merchant marine and U.S. Naval Reserve officers to serve the economic and defense interests of the United States and contribute to America's intermodal transportation system.

* Evaluate all admissions applications fairly and base offers of appointment on candidate merit.

* Provide information on an applicant's status within 24 hours of a request.

* Notify applicants of selection for enrollment by May 1 if the application is received by March 1.

* Maintain diversity in our student population and quality in our educational program.

* Help develop and sharpen leadership skills.

* Provide scheduled program within 24 hours of a request.

National Highway Traffic Safety Administration

To save lives, prevent injuries and reduce traffic-related health care and other economic costs.

Our commitment to you:

* Provide the most accurate and complete information available to our customers, the American traveling public, in a helpful and courteous fashion.

* Strive to meet or beat established deadlines for providing customer service.

What you can expect:

* When you visit our offices, we will welcome you promptly, ask how we can be of service, and let you know when you will be served.

* When you write to us, we will respond to routine requests within 10 business days. If we are unable to satisfy your request in that time, we will tell you when we will be able to help you.

* When you telephone NHTSA, your call will be answered within three rings.

* If your initial call does not reach the office that can serve you best, we may need to transfer your call. If we are unable to transfer you to someone who can help you right away, we will find the best person and have them call you back within one business day, or we will call you back and let you know when you can expect to be helped.

* When you leave a message, we will return your call within one business day, or if we need a little longer, we will let you know when you will be helped.

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. EST 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.

* We will provide you with our most popular fact sheets and information within 24 hours by using our new fax-on-demand service.

* 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 Services

Provides technical assistance and outreach services to attract national organizations as partners in auto and traffic safety program initiatives.

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 possible.

* Participate in your key meetings and events, and assist national coalitions of organizations interested in motor vehicle and traffic safety.

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 constituencies.

Research and Special Programs Administration

Pipeline Safety

Ensures the safe, reliable, and environmentally sound operation of the nation's pipeline transportation system.

Our commitment to you:

* We will hold exit interviews after all pipeline safety inspections to advise pipeline operators of safety deficiencies and ways to achieve compliance.

* We will conduct public education campaigns and participate in public forums at least six times a year to increase public understanding of pipeline safety, one-call systems, and damage prevention programs.

* We will respond to your telephone inquiries no later than the end of the next business day.

* We will acknowledge your requests for pipeline safety waivers, interpretations, and petitions within 10 days of our receipt. These requests will be processed within 60 days of receipt. If more time is required, we will provide you with a written explanation.

* We will provide technical assistance and training, on an ongoing basis, to aid small pipeline operators in meeting federal safety standards. We will also provide you with information on changing pipeline safety technologies through professional seminars, safety publications, public meetings, and fact sheets.

* We will work to provide faster service for our state partners by offering electronic access via the Internet. World Wide Web access at Research and Special Programs Administration menu: http://www.dot.gov/.

* We will seek your input on improving pipeline safety regulations and work with you to develop risk-based pipeline safety regulations and nonregulatory approaches to safety concerns.

Treasury (Department)

Bureau of Alcohol, Tobacco, and Firearms

Importation of Specific Firearms, Explosives, Ammunition, and Implements of War

Processes applications for the importation of a variety of firearms, ammunition, explosives, and implements of war for persons and for businesses wishing to import such materials into the United States.

Our service commitment to you:

* You have the right to expect professional, prompt, and courteous service when you need our assistance in completing your importation forms.

* A correct ATF Form 6 will be processed in four to six weeks from date of receipt. Military personnel returning from overseas are reminded to plan ahead for mailing your application(s) in order to meet your return date. If we are unable to process your application because of incomplete or inaccurate information, we will return your application to you for correction within 10 working days.

* Questions concerning the status of your importation application can be answered by calling us directly. If the Specialist or Examiner assigned to your application is not available at the time of your call, we will respond to you by close of business the next working day.

* We will respond to your written correspondence within 21 calendar days of its receipt. However, should we need additional time to research your question(s), we will notify you by phone or in writing and provide you with an approximate response date.

Bureau of Engraving and Printing

Redemption of Mutilated Paper Currency

Redeems 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 actions.

* 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

Serves investors in marketable government securities.

* We will accurately establish your account and process your transactions.

* 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 15 minutes.

* 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 released.

* 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.

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 correct errors.

* Whenever you contact us, we will treat you courteously.

Internal Revenue Service

Processes tax returns.

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 nine hours each business day, or you may write to us at Internal Revenue Service, Attention: Tax Forms Committee, PC:FP, Washington, DC 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 prerecorded 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 business day.

* Our goal is to answer your questions and process your tax returns accurately. To reach that goal, we will continue to make improvements yearly.

* 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.

U.S. Mint

Numismatics

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.

Precious Metals

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 week.

* Orders will be processed by 2 p.m. daily, five days per week (excluding holidays).

* Order confirmation fax: To be sent out to you by 4 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 you.

* 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.

U.S. Institute of Peace

Strengthens the nation's capabilities to promote the peaceful resolution of international conflicts.

We will:

* Answer all requests and inquiries in a timely, informed, and courteous manner.

* Provide clearly written applications for Institute competitions (i.e., grants, fellowships, educational institutes, and the National Peace Essay Contest); disseminate the applications widely; and allow adequate time for their completion and submission.

* Honor the timeframes for selection processes, which are printed in the application materials.

* Accurately publicize selection criteria and processes in the application materials.

* Conduct a fair and reasonable review of all application submissions for the aforementioned competitions.

* Provide advance notice, with complete and accurate information, of upcoming public events and record the results of selected Institute activities, making them available as quickly as possible.

* Provide information about library holdings and services in response to requests received electronically, via phone, fax, or mail, and by appointment-only visitors.

* Disseminate event information, research reports, and other complimentary products through a variety of media, including print, facsimile, radio, video, and the Internet.

* Develop and maintain an on-line presence on the Internet, offering general program and event information and complimentary materials.

* Review periodically our performance against these standards of service in an effort to maintain a responsive and responsible level of attention to our customers, clients, and patrons.

U.S. Postal Service

Provides mail service.

These are the continuing standards of the USPS:

* Your First Class Mail will be delivered anywhere in the Continental United States within three business days.

* Your local First Class Mail will be delivered overnight.

* You will receive service at post office counters within five minutes.

* You can get postal information 24 hours a day by calling a local number in 81 metropolitan cities.

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