STANDARD

RESULT

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

A Historic Preservation Technician position was created to handle the majority of routine cases and noncontroversial cases.

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

This is currently done in all Section 106 cases.

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.

This is done if requested by customer.

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

The referenced data are on all correspondence of all offices.

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

Requests are routed to appropriate staff and answered promptly. Subject matters outside the Council’s purview are routed to the appropriate party.

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.

Requests are routed to appropriate staff and answered promptly. Subject matters outside the Council’s purview are routed to the appropriate party.

STANDARD

RESULT

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

The Council published Federal Historic Preservation Case Law, 1966-1996 in response to customer demand. Also in response to customer demand we are producing a guidance document on making determinations of eligibility.

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

Requests for Council publications or training information are filled in three days or less.

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

All publications are now dated. When data changes, we update publications.

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

The Advisory Council on Historic Preservation (ACHP) has developed partnerships with the National Conference on State Historic Preservation Officers, the University of Nevada-Reno, and others to increase the number of courses taught and tailor the contents to meet specific audience needs.

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.

ACHP has hired a full-time receptionist to answer calls rather than rely on a backup machine. Major telephone hardware and software deficiencies have been corrected.

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

Except in unusual circumstances, someone will return the call within one day. If the person called is on travel, the caller will be referred to someone else who can assist and provide information.

We will respond to your telephone inquires 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.

This is now done. Calls are referred to appropriate staff for response.

STANDARD

RESULT

We will operate a program that is open, fair, and accessible, including: clear, accurate, and complete requirements; explicit identification on applicable documents; confidentiality of bid information prior to award; prompt awards based only on price and other factors described in the announcement or invitation; and public announcements of all award information.

In 1996, 77 percent said the service is open, fair, and accessible; 70 percent said that service is clear, accurate, and complete; 72 percent said applicable documents are identified; 80 percent said bidding information is kept confidential prior to award; 77 percent said contracts are awarded based on price and factors listed in the announcement or invitation; and 82 percent said award information is publicly announced.

We will, upon receipt of a complete and proper invoice, make payment in accordance with the Prompt Payment Act.

In 1996, 68 percent said payments are made in accordance with the Prompt Payment Act.

We will respond to your requests or concerns within a day or provide you with an expected completion date.

In 1996, 71 percent said their requests are responded to within a day or a completion date was provided.

We will continuously improve the program, and will include you in that process by providing opportunities and methods for you to contribute your views on purchase policies and procedures.

In 1996, 48 percent said their views are considered in improving service.

We have a well-trained, professional staff committed to being helpful, courteous, and responsive to our customers’ needs.

In 1996, 70 percent of surveyed customers said the standard was met.

We will ensure that our services are performed in an unbiased manner and meet program objectives required by law.

In 1996, 60 percent of surveyed customers said the standard was met.

We will provide high-quality, accurate service in a cost-effective manner within established timeframes.

In 1996, 44 percent of surveyed customers said the standard was met.

We will continually strive to establish effective communications with our customers. We will consider all comments and suggestions, and use them to improve the quality of our services.

In 1996, 50 percent of surveyed customers cited effective communications; 34 percent felt their comments were considered in improving services.

All complaints will be taken seriously, and we will work to resolve them promptly and efficiently.

In 1996, 47 percent of surveyed customers said the standard was met.

STANDARD

RESULT

Issue market reports within 10 minutes of scheduled release times.

In 1996, 82 percent of surveyed customers received information in time to use it.

Provide accurate information in an easily read format.

In 1996, 84 percent of surveyed customers said they were provided accurate information; 83 percent found the format easy to read.

Promptly answer your telephone requests for information.

In 1996, 54 percent of surveyed customers said responses to inquiries were provided promptly.

Provide a written response within five working days of receipt of your letter or inquiry.

Specific measurement criteria are being developed.

Ensure that the information we provide is timely, accurate, and complete.

In 1996, 82 percent of surveyed customers received the information in time to use it; 84 percent said they were provided with accurate information; 87 percent said they were provided with complete information.

Respond in a polite, considerate, open, and honest manner.

In 1996, 84 percent of surveyed customers said the standard was met.

Treat our employees with dignity, respect, and equality.

Specific measurement criteria are being developed.

We will be helpful, courteous, and professional.

In 1996, 86 percent of surveyed customers said the standard was met.

We will meet established deadlines or provide you with an explanation and an expected completion date.

In 1996, 66 percent of surveyed customers said deadlines were met.

We will promptly and clearly respond to your questions regarding our implementation and oversight actions.

In 1996, 73 percent of surveyed customers said they received clear, accurate, and valuable responses.

We will maintain an open and constructive working relationship with staff and board members.

In 1996, 84 percent of surveyed customers said the standard was met.

We will provide up-to-date information on our activities that affect your program.

In 1996, 72 percent of surveyed customers said the standard was met.

STANDARD

RESULT

You will be treated with courtesy and respect by a responsive and knowledgeable staff.

In 1996, 87 percent of customers surveyed said the staff was courteous and respectful; 84 percent considered the staff knowledgeable; 82 percent said they received prompt, courteous service.

You will be provided accurate, unbiased, and reliable services based on established standards, procedures, and/or specifications.

In 1996, 77 percent of customers surveyed said the standard was met.

All services will be provided in a cost-effective manner within established time frames.

In 1996, 62 percent of customers surveyed said they were provided services in a cost-effective manner.

Your suggestions and comments will be considered to continually improve and tailor our services to met your needs.

In 1996, 51 percent of customers surveyed said the standard was met.

We will respond to your inquiries and strive to resolve your complaints quickly and efficiently.

In 1996, 69 percent of customers surveyed said complaints are resolved quickly and efficiently.

Ensure the integrity of our services.

Customer focus groups in 1996 provided valuable input on improving the integrity of two major services/products (grain report, livestock directory).

Deliver services within the agreed-upon time to all customers.

In 1996, 95 percent of all assistance handled within 24 hours. The weekly market report was delivered 95 percent on time, and the monthly market report was delivered 100 percent on time.

Provide up-to-date technical assistance and analysis.

Internet use to collect and deliver information in 1996 more than doubled over 1995.

Use the most cost-effective procedures available.

Responses were favorable to placing the monthly container report on the Internet.

Tailor our services to meet the needs of our customers.

In 1996, three exporter surveys conducted to determine needed services/usefulness of products delivered.

STANDARD

RESULT

Carry out compliance activities in a professional and objective manner.

Survey being conducted.

Conduct animal care inspections in accordance with laws and regulations.

Survey being conducted.

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

Survey being conducted.

Respond to information requests accurately and clearly.

Survey being conducted.

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

We continue to conduct business in a fair and impartial manner. We strive for open discussion of issues through our public meetings.

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.

Because of limited resources and a heavy workload, only high-priority correspondence is answered in 30 days or less.

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.

We asked the industry to provide comments and suggestions on changes needed in regulations and will respond to these at our next public meeting in April.

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.

We placed updated information on program policies and procedures on the Internet, and we hold public meetings every 18 months.

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.

We are negotiating a mutual recognition agreement on inspection procedures with the European Union, and are also developing electronic transmission and filing of test data to improve program efficiency.

STANDARD

RESULT

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

Survey results show that our customers feel we treat them in a fair and even-handed 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.

An action process speeds our responses to correspondence, and an analysis shows that our issuance times were below mandated limits in every category.

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.

In response to our stakeholder survey, we proposed rule changes to simplify our internal processes and regulatory procedures.

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.

We maintained contact with our stakeholders through meetings, the Internet, and notice and comment rulemaking.

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.

We lowered costs by providing Internet access to our data and information, and we maintained close cooperation with a variety of domestic and international organizations.

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

Specific measurement criteria are being developed.

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.

Specific measurement criteria are being developed.

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.

We constantly monitor agency environmental compliance and provide leadership with a quarterly report.

STANDARD

RESULT

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.

Specific measurement criteria are being developed.

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.

We are working with both the Forest Service and the Drug Enforcement Agency in separate environmental impact assessment initiatives.

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.

Survey being developed.

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.

Survey being developed.

Responsiveness to business needs: Our programs use the latest scientific methodologies. We promise to deliver services such as commodity inspection and treatment with minimal disruption to the normal daily operations of our customers.

Survey being developed.

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

Survey being developed.

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.

Survey being conducted.

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

Survey being conducted.

STANDARD

RESULT

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.

Survey being conducted.

Accessible: We are available to talk to individuals, organizations, and school groups about our services. Contact us by letter, phone, fax, e-mail, or through our World Wide Web home page on the Internet.

Survey being conducted.

Knowledgeable: We understand how easy it can be to get out of touch working in the Washington area, and we will participate in scientific meetings, workshops, training, and other activities to maintain an acceptable standard of knowledge.

Survey being conducted.

Entrepreneurial and responsive: 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.

Survey being conducted.

Efficient and timely: Based on your requests, we have assembled publications, posters, and videos about biological control. We provide these free of charge, usually on the same day as your request if you order from the National Biological Control Institute (NBCI) Store on the Internet. 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.

Survey being conducted.

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

Survey being conducted.

Open and flexible: 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.

Survey being conducted.

Your one-stop shopping place for biological control: When you contact NBCI, we will make every effort to provide solutions to your needs. Even if your need is outside our area of expertise, we will quickly find out who can help and will put you in touch with that person.

Survey being conducted.

STANDARD

RESULT

Providing professional and courteous treatment.

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

Providing professional and courteous treatment.

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

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

Survey in process.

Respond in a timely manner to requests for information.

Of customers surveyed, 88 percent were satisfied.

Conduct thorough and complete investigations.

Of customers surveyed, 85 percent were satisfied.

Write high quality and easily understood investigative reports.

Of customers surveyed, 92 percent were satisfied.

Process formal administrative prosecutions in a timely manner.

Of customers surveyed, 64 percent were satisfied.

STANDARD

RESULT

Respond to each customer in a courteous and helpful manner.

Economic Reserrch Service (ERS): 91 percent of respondents said that staff was polite, and 95 percent said they were knowledgeable. National Agricultural Statistics Service (NASS): 88 percent of hotline customers said we were pleasant and 97 percent of state offices said we were "very good" or "excellent." Survey is planned for summer 1997.

Accurately direct you to the person or agency with the information you need.

77 percent of ERS customers, 100 percent of NASS hotline customers, and 87 percent of NASS state office customers said we accurately directed them to someone with the correct information.

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

NASS: 81 percent of hotline customers said yes, 71 percent of state offices rated us "excellent," and 95 percent from farm focus groups said we were "above average" or "excellent."

Make it easy to find and order reports.

NASS: 81 percent of hotline customers said yes; 93 percent of state offices rated us "good" to "excellent."

Deliver promised information promptly.

NASS: 81 percent of hotline customers said yes; 98 percent of state offices rated us "good" to "excellent."

Explain why, when we cannot meet your request.

NASS survey is planned for summer 1997.

Deliver services without discrimination on the basis of race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.

No discrimination complaints were received by ERS or NASS.

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.

Survey planned for spring 1997.

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.

Survey planned for spring 1997.

Orders for monographs, electronic data products, and single copies of periodicals will be mailed first-class within five working days.

Survey planned for spring 1997.

Payment choices include MasterCard or Visa, or check or money order (U.S. funds only).

Survey planned for spring 1997.

You will receive two renewal notices before subscriptions expire.

Survey planned for spring 1997.

STANDARD

RESULT

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.

Survey planned for spring 1997.

You can request expedited shipment of your order via Federal Express at your expense.

Survey planned for spring 1997.

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.

Customer surveys are complete. Data are being analyzed.

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.

Customer surveys are complete. Data are being analyzed.

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.

Customer surveys are complete. Data are being analyzed.

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.

Customer surveys are complete. Data are being analyzed.

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.

Customer surveys are complete. Data are being analyzed.

STANDARD

RESULT

Be innovative, forward-thinking, and continue to look for ways to improve how we inspect meat and poultry products and protect the public health.

Specific measurement criteria are being developed.

Provide you with up-to-date information on food safety issues through the USDA Meat and Poultry Hotline (1-800-535-4555).

Specific measurement criteria are being developed.

Solicit and consider your ideas to assist us in making policy and program improvements.

Specific measurement criteria are being developed.

Provide uniform inspection in meat and poultry plants across the United States and hold them all to the same high standards.

Specific measurement criteria are being developed.

Ensure that the meat and poultry products you buy have safe-handling instructions on them.

Specific measurement criteria are being developed.

Investigate and prosecute people and businesses that violate meat and poultry laws.

Specific measurement criteria are being developed.

Continue working with industry to improve our current inspection system using new science and technological advances.

Specific measurement criteria are being developed.

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

Of survey respondents, 77 percent describe FAS services as good.

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

Of survey respondents, 77 percent describe FAS services as good.

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

Of survey respondents, 77 percent describe FAS services as good.

Solicit suggestions, comments, and feedback on our services.

Of survey respondents, 77 percent describe FAS services as good.

STANDARD

RESULT

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.

Of our customers, 78 percent are highly satisfied with our staff’s helpfulness.

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.

Of our customers, 69 percent are highly satisfied with our staff’s responsiveness.

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.

Of our customers, 71 percent are highly satisfied with our staff’s accuracy.

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.

Of our customers, 69 percent are highly satisfied with the clarity of written and verbal communication.

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.

This standard will be covered in a 1997 multi-agency survey.

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.

Customers rated performance on this standard 4.6 on a 5-point scale.

STANDARD

RESULT

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.

Customers rated performance on this standard 4.4 on a 5-point scale.

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

Customers rated performance on this standard 4.3 on a 5-point scale.

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

Customers rated performance on this standard 4.4 on a 5-point scale.

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.

Customers rated performance on this standard 4.4 on a 5-point scale.

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.

Customers rated performance on this standard 4.4 on a 5-point scale.

Provide you with all the necessary advice, guidance, and referral to other credit when appropriate in the preparation of your loan application.

We provided new streamlined regulations nationwide (December 1996) and new program brochures (August 1996). Program regulations were placed on Internet (December 1996), and automated forms were made available nationwide (February 1997).

Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you are considering an application.

Relevant regulations are available on the Internet and at lending institutions making loans. Information may be requested from the state or national office.

Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.

We implemented the certified lender program under new regulations which allow loan making to be done between a lender and recipient, except for environmental requirements.

Discuss all issues concerning your application with you and the lender within five working days after completion of our review.

State offices contact applicants and/or lenders for additional information, if necessary, and to ensure that applicant understands the program.

Forward all appropriate documents to the national office within seven working days upon completion of the review.

State offices submit documents to the national office as soon as they have been reviewed.

Issue the loan guarantee for your loan within two working days from the time the lending institution holds the final loan closing.

The majority of guarantees are issued on the same day as loan closing.

STANDARD

RESULT

Ensure that phone calls are answered promptly.

Specific measurement criteria are being developed.

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

All staff members have received customer service training.

Be polite, considerate, open, and honest.

No adverse feedback.

Respect your privacy.

Staff is encouraged to respect privacy in customer service training.

Give you the information you need about our services and getting a loan.

Staff encouraged in customer service training. Information has been placed on the Internet, and fact sheets have been updated.

Use the information you give us to help you complete an application package and work with your lending institution.

State offices provide information and assistance as requested.

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

Training has been provided in civil rights, diversity, sexual harassment, and customer service.

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

Staff encouraged in customer service training.

If you are a person who is physically or mentally challenged, we can give you extra help within our capabilities.

Staff encouraged in customer service training.

Respond to written requests for technical assistance within 30 days of receipt.

We responded within 30 days on 100 percent of written requests for technical assistance.

Work confidentially with clients to establish a work- plan to best meet the needs and time demands of the client.

For those technical assistance projects requiring a workplan, we worked confidentially with all clients to establish a plan to meet the needs and time demands of the request.

Ensure that at the conclusion of a technical assistance project, all recipients will receive an evaluation survey form to rate Cooperative Services’ performance and make recommendations for improvement of Cooperative Services.

All cooperatives/producer groups receiving assistance from Cooperative Services received at least one evaluation survey designed to rate the performance of such assistance and to make recommendations for improvement of Cooperative Services.

STANDARD

RESULT

Provide you with all the necessary advice, guidance, and referral to other credit when appropriate, along with our values and beliefs, in the preparation of your loan application.

Survey planned.

Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you notify our State Director that you are considering an application.

Survey planned.

Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.

Survey planned.

Discuss all issues concerning your application with you and the lender within five working days after completion of our review.

Survey planned.

Forward all appropriate documents to the national office when required within seven working days upon completion of the review.

Survey planned.

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

Survey planned.

Be polite, considerate, open, and honest.

Survey planned.

Use the information you give us to help you complete an application package and work with your lending institution.

Survey planned.

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

Survey planned.

Within our capabilities, provide extra assistance you request to address special physical or other needs.

Survey planned.

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

Survey planned.

STANDARD

RESULT

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.

Customers rated staff 4.11 on courtesy/respect and 4.07 on polite, responsive, and knowledgeable on a 5-point scale (1994). Survey planned for March 1997.

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.

Customers rated staff 4.04 on a 5-point scale (1994). Survey is planned for March 1997.

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.

Customers rated staff 4.03 on a 5-point scale (1994). Survey is planned for March 1997.

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.

Customers rated staff 3.73 on a 5-point scale (1994). Survey is planned for March 1997.

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.

Our state offices are working with other state and local offices to prepare five-year strategic plans that are mutually supportive and include customer service goals (March 1997).

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

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

Return your calls in an expedient manner.

Specific measurement criteria are being developed.

STANDARD

RESULT

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

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

Respect your right to quality and professional service.

Specific measurement criteria are being developed.

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.

Specific measurement criteria are being developed.

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.

Specific measurement criteria are being developed.

Continually search for customer-related improvements.

Specific measurement criteria are being developed.

Listen to our customers to ensure Rural Housing and Community Development Service (RHCDS) regulations and forms are customer friendly and ensure success of the program.

Specific measurement criteria are being developed.

Provide technical and professional assistance to our customers.

Survey planned.

Explain our programs and how you can apply for assistance.

Survey planned.

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

Survey planned.

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

Survey planned.

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.

Survey planned.

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

Survey planned.

Upon construction, 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.

Survey planned.

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

Survey planned.

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

Survey planned.

Provide technical and professional assistance to our customers.

Survey planned.

STANDARD

RESULT

Provide advice and guidance to distribution borrowers to help them prepare their loan applications.

We provided on-site advice and guidance to borrowers in all 177 loan applications during FY96.

Ensure that the borrower is promptly provided with copies of relevant materials when a borrower notifies RUS that it is considering an application.

All borrowers were promptly provided with necessary forms and material to apply for loans.

Conduct a review of loan applications received to verify completeness and compliance with requirements.

All loan applications were reviewed.

Discuss issues concerning the borrower’s application.

All issues raised by borrower were discussed immediately.

Seek to complete the review within 15 working days after the application is received.

All reviews were completed within 15 working days.

Forward all completed applications promptly to the Washington office.

Ninety-five percent of borrowers are satisfied with the loan application field process. All 177 applications were forwarded from field office to Washington within 15 working days; of those, 50 percent of the applications were forwarded within five working days.

Acknowledgment to borrower: Within seven working days after the Washington office receives your application, RUS will send you a letter that includes or sets forth the following: the application received date (APR); that RUS will notify the borrower no later than 90 calendar days after the APR regarding the application’s status (does not apply to discretionary loans); that updated information may be required at the time of loan approval; that final determination of the interest rate category cannot be made until the time of loan approval; that the borrower is required to notify RUS promptly of any changes in circumstances that may materially affect information in the application.

Borrowers have indicated complete satisfaction with this process. Of the 177 loan applications received, 90 percent were properly acknowledged within seven working days. In the other cases, action has been taken to eliminate the delays.

STANDARD

RESULT

Second notification to borrower, complete applications: Within 90 days of the APR, if the application is complete, RUS will send a letter to the borrower with a copy to any supplemental lender to: advise that the application appears complete; verify the amount of the RUS loan requested and the amount of any supplemental loans; verify the interest rate category for which the loan appears to qualify; confirm the borrower’s election of the call provision for municipal rate loans (prepayment option); set forth any special conditions that may be placed on the loan, and afford the borrower an opportunity to rectify the cause of the condition; remind the borrower of its responsibility to notify RUS immediately of any changes in circumstances that might affect its eligibility for a loan, or the interest rate category for the loan; provide the APR of loans currently being approved in the interest rate category applicable to the loan.

Only 30 percent of borrowers were given second notification in writing within 90 days of the APR. The other 70 percent were notified by telephone, with 85 percent of those within 90 days. Action has been taken to ensure that all borrowers receive a written notification in a timely manner. The type of notification or any delay in notifying the borrower did not delay the processing of the application for approval. Eighty-five percent of borrowers are satisfied with the improved processes.

Second notification to borrower, materially incomplete applications: Within 90 days of the APR, if the application is incomplete, or if there are other problems, a letter will be sent informing the borrower of the specific deficiencies, and requesting that the borrower respond within 60 days.

Borrowers were notified within 90 days of the APR in all cases in which there were problems. Borrowers have indicated complete satisfaction with this process.

Final review and approval: Not later than 45 calendar days before anticipated loan approval, RUS will notify the borrower and general field representative by telephone to: give the approximate date when a decision about approval can be expected; verify and, if necessary, update information previously submitted by the borrower; inform the borrower of any change in the interest rate category for which it qualifies, and, if applicable, request a board resolution to reflect the new terms; request that the borrower submit certain updated information that will be no older than 60 days at the expected time of loan approval; remind the borrower of its responsibility to submit information about any changes in its circumstances that might affect its eligibility for a loan, or its eligibility for the interest rate category elected in its original board resolution; remind the borrower that RUS reserves the right to request additional information necessary to verify eligibility.

Ninety-five percent of borrowers are satisfied with this process. In all cases, borrowers were notified 30 to 60 days prior to anticipated loan approval of the approximate date of decision and to verify and update information previously submitted. The 45-day notification provision is not always achievable because of the timing of the availability of appropriations and the goal not to delay approval.

Deficient applications: Prior to loan approval, if it is determined that the requirements for approval cannot be met based on information submitted by the borrower and other information known to RUS, if the borrower cannot or will not comply with RUS regulations, or if the borrower withdraws an application, RUS will return one copy of the application to the borrower accompanied by a cover letter.

During FY96, we returned three loan applications to borrowers.

STANDARD

RESULT

Send a letter to the borrower within 10 working days acknowledging receipt of the loan application package and, if necessary, request additional information to complete the application. If RUS does not receive the information required to complete the application package within 90 working days from the date the borrower was notified of the information needed, RUS may return the application to the borrower. Returned applications are without prejudice and borrowers may resubmit the completed application.

Over 70 percent of all applicants were notified of the receipt of application within 10 days.

Review the completed application and notify the borrower of any recommended changes to the telecommunications system design portion of the application (i.e., Loan Design). If the recommended changes to the Loan Design are significant, loan processing will discontinue until RUS and the borrower agree on all major changes. Additionally, if it is determined that loan feasibility cannot be proven, the loan application will be returned to the borrower with an explanation. A borrower whose application has been returned will have 90 working days, from the date the application was returned, to revise and resubmit its application. If RUS does not receive a revised application within the 90 day period, the application will be canceled and a new application will need to be submitted if the borrower wishes further consideration.

One completed loan application had serious loan design problems. Loan processing has stopped pending resolution of design changes. Seven loan applications had feasibility problems. Four of these applications were satisfactorily resolved, three are pending, and one loan application was returned to applicant.

Within 90 days of acknowledging receipt of the completed application, inform the borrower of the characteristics of the proposed loan and obtain its concurrence in such matters as the amount of the proposed loan, its purposes, rate of interest, and loan security requirements. Concurrence by the borrower is necessary before RUS can consider the proposed loan for approval.

Ninety-six percent of loan applicants were informed of the characteristics of the proposed loan within 90 days of acknowledging receipt of the completed application.

Promptly notify the borrower upon loan approval. A letter announcing approval of the loan will subsequently be sent to the borrower.

Letters announcing approval of a loan were sent to all successful applicants within three days of loan approval.

Provide advice and guidance to telecommunications borrowers to help them prepare their loan applications.

All contracts resulted in loan applications.

Ensure that the borrower is promptly provided with copies of relevant materials.

All loan applicants were provided with copies of relevant material.

STANDARD

RESULT

Review loan applications for completeness and compliance with requirements.

All loan applications were promptly reviewed for completeness.

Discuss issues concerning the borrower’s application.

All issues concerning loan applications were promptly discussed with the applicant.

Promptly forward all completed applications to the Washington office.

Completed loan applications were promptly forwarded to the Washington office for review.

Provide you with the necessary information, advice, and guidance about using the Water and Waste Disposal programs.

Of respondents, 99 percent said information, advice, and guidance were timely and accurate.

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

Of respondents, 85 percent said they had to pursue and/or were told about joint financing and other alternatives considered.

Ensure that you are provided appropriate forms and materials within 7 working days when you notify a Rural Economic and Community Development’s office that you are interested in filing a request for financial assistance.

All respondents said they received appropriate forms and materials within seven days.

Assist you, as needed, in completing your request for assistance in a timely manner.

Of respondents, 95 percent said assistance was given in a timely manner.

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

Of respondents, 98 percent said the 45-day time frame was met.

Provide you with a prompt written response if your application is rejected, and an explanation of your appeal rights.

All respondents said a prompt response was given and appeal rights were given.

Be courteous and respect your privacy.

All respondents said courteous service was given.

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

Of respondents, 95 percent said our staff was helpful and knowledgeable about program.

Be fair to all people regardless of race, sex, disability, religion, age, or other nonmerit factor.

Of respondents, 93 percent did not believe these nonmerit factors ever entered into decision making.

Be clear, explain to you what we do, how our programs work, and how we can assist you.

All respondents said program explanation and assistance given was clear.

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

Of respondents, 93 percent said the staff was accessible and available when needed.

Be ethical and will strive to meet the highest standards in providing services to you.

Of respondents, 97 percent said ethical and professional standards were offered in providing assistance.

STANDARD

RESULT

Be willing to work with you and, if necessary, to cooperate with other federal, state, and local agencies to meet your needs.

All respondents said cooperative efforts were demonstrated in all contacts made.

Be efficient and effective in providing assistance.

Of respondents, 92 percent said staff was efficient and effective.

Be open, and work with you and seek your views, listen to your needs, and make modifications, if possible, in accordance with Rural Utilities Service policies and regulations.

Of respondents, 97 percent said the staff was willing to work with them and their views were considered.

Bureau of Economic Analysis (BEA) staff will respond to customer correspondence within five business days.

BEA transferred an additional employee to the Public Information Office to improve coverage and response time for answering customer correspondence and phone calls.

BEA staff will return customer phone calls within one business day.

BEA transferred an additional employee to the Public Information Office to improve coverage and response time for answering customer correspondence and phone calls.

BEA will ship off-the-shelf products within three business days.

BEA is in the process of automating and centralizing its orders and payments system for selling products, which should improve efficiency and customer service.

BEA will meet its published annual calendar of news release dates. Any changes in these dates will be announced as far in advance as possible.

BEA began using the Internet as a tool to publish its annual calendar of news release dates as well as any changes to those dates.

BEA will provide access to news releases on the Internet, the Economic Bulletin Board, or STAT-USA Fax, and recorded telephone messages at the time of release. www.bxa.doc.gov.

BEA began using its new Internet site to provide broader access to news releases.

The Bureau of Export Administration (BXA) will provide commodity classifications within 10 business days of receiving a request.

On average, commodity classifications are provided within 24 days of receiving a request.

BXA will provide advisory opinions within 30 business days of receiving a request.

Based on a random sampling, the average number of days to process advisory opinions is 40 days.

STANDARD

RESULT

STELA receives an average of 3,000 calls a month. The accuracy rate for giving correct responses to exporters is 100 percent.

The system will be operational 99.5 percent of its scheduled service hours.

STELA’s service hours are from 6:00 a.m.-10:00 p.m. on weekdays and 6:00 a.m.- 4:00p.m .Saturdays. For the first quarter of FY97, STELA was operational 99.1 percent of the time.

You can expect prompt, courteous service and accurate information.

Results from the DOC Customer Satisfaction Survey indicated that, on a 5.0 point scale, BXA’s customers gave us a rating of 3.8 for Information Services and Data Products. This score reflects component ratings on timeliness, quality, clarity, completeness, staff responsiveness (prompt/helpful), etc.

If your transaction is not within our jurisdiction, you will be referred to the appropriate agency.

All inquiries made through the phone resulted in immediate referral. All inquiries made through Website resulted in referral within 24 hours.

If you request written materials, we will mail or fax them within 24 hours of receiving your request.

Telephone inquiries to our Public Affairs Office resulted in 99 percent of all information sent within 24 hours. Inquiries to our Counseling Division for written material resulted in information sent within 24 hours. Requests for forms resulted in 85 percent of information sent within 24 hours. Inquiries made through Website resulted in 95 percent of information sent within 24 hours.

Phone calls: We will answer phone calls to the standard Customer Services telephone number (301-763-4100) within one minute after the introductory message ends.

During FY96, we handled over 38,000 calls on this number. Approximately 90 percent were handled within 60 seconds after the initial recording and about 94 percent were handled within 120 seconds of the initial recording.

Shipping orders: We will ship items for off-the-shelf orders within one working day.

We offer premium service order fulfillment of any off-the-shelf product. If we receive the order by 2:30 p.m., the product will be shipped by Federal Express by 5:00 p.m. the same day. All other off-the-shelf orders require three to five working days. These results will be substantially different once we have a modern order entry and fulfillment system.

Custom orders: We will ship orders for custom products as stated by the customer service representative.

This standard was met for most orders.

Courtesy: Our telephone reference staff will be courteous, knowledgeable, and businesslike.

All customer service representatives receive over an hour of specialized training each week on new products and customer service techniques. In addition, all have a required self-development element in their workplans to upgrade skills. Customers routinely praise our employees for their responsiveness. We continue to raise the standard in this area.

STANDARD

RESULT

Guarantee: We guarantee that you will be happy with our product or you can return it for a full refund within 30 days.

We offer a full refund well beyond the 30-day limit unless there is evidence of misuse. We are implementing procedures to permit all of our customer service representatives to approve refunds on the spot and/or to offer products in kind. We are operating with the philosophy that the customer is right!

Complaints and questions: Customers phoning or faxing a complaint or inquiry will receive an initial response within three hours. All problems will be resolved within one working day.

Our staffing resources did not permit this standard to be met. However, we do have an ombudsman who has authority to act on all complaints.

We will answer every phone call (responses may be delayed on the day statistics are released).

During FY96, we handled over 25,000 calls. Approximately 90 percent of all calls are handled immediately after initial recording. If all lines are busy, 90 percent are called back within an hour.

We will be courteous.

All customer service representatives have a required self-development element in their workplans to upgrade skills. Our representatives have received numerous letters of praise for their courteous manner and timely response.

We will provide the most current information on U.S. foreign trade to meet customer needs.

The Foreign Trade Division now creates one-off (on demand) CD-ROMs that are available at 8:30 a.m. when the trade numbers are officially released. This gives the representatives immediate access to the entire foreign trade database.

We will process most orders for customized tabulations and provide the results within 48 hours. During press release times, results will be provided within seven days.

During FY96, approximately 90 percent of all customized requests were handled within 48 hours. Some large data reports were delayed because of the volume of data requested. For these reports, 100 percent were provided by the promised date.

We will thoroughly explain the content of available databases and the cost of report options.

Each customer’s request was handled individually. Representatives always took the time to explain the different classification systems and the level of detail involved in each. Upon request, customers were sent sample products to help them make their decisions.

We will offer you a standard subscription if it is appropriate to your request for foreign trade information.

Whenever appropriate, representatives give customers the option of subscribing to a particular product rather than purchasing customized reports. This ensures the customer timeliness and cost savings.

We will mail your subscription each month as soon as the foreign trade statistics are released: user-selected commodity reports on the day of release; press release and supplemental data (FT-900) the day after release; and detailed CD-ROMs and other standard tabulations within seven days of release.

The Foreign Trade Division has dramatically improved the delivery timeliness of all standard monthly data products. Selected commodity data can now be sent by e-mail the morning the trade numbers are released—an improvement over mail service. The entire FT-900 report is loaded on the Internet as soon as the trade numbers are released. By creating "one-off" CD-ROMs in advance of the release, premium subscribers can receive data as soon as the numbers are released, rather than waiting seven days for standard subscription service.

STANDARD

RESULT

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.

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

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.

Specific measurement criteria are being developed.

Users who order a new subscription with a valid credit card over the phone will receive a user ID for immediate access during that phone call.

Specific measurement criteria are being developed.

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.

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

Subscribers for all our services 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.

Specific measurement criteria are being developed.

All billing and fulfillment problems will be resolved within two business days.

Specific measurement criteria are being developed.

STANDARD

RESULT

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

Specific measurement criteria are being developed.

Be polite, considerate, open, and honest.

Specific measurement criteria are being developed.

Give you accurate information about our products and services.

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

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

Specific measurement criteria are being developed.

We will regularly ask our customers what they think of our services—and we will share the results with you.

Specific measurement criteria are being developed.

STAT-USA wants to hear from you, whether it’s good news or bad. We can be reached by mail, telephone (202) 482-1405), or e-mail www.stat-usa.gov/stat-usa.html.

Specific measurement criteria are being developed.

Provide a 24-hour toll-free number, 1-800-USA-TRADE, for your use in requesting information.

The International Trade Administration (ITA) continues to utilize the 1-800-USA-TRADE number with very positive results. This has been indicated by high levels of satisfaction rated by customers in our most recent FY96 customer satisfaction survey. ITA’s Trade Information Center was also identified and used by the National Performance Review for its benchmark study of successful government phone help desks.

Provide the information you seek the first time you call. If we can’t provide the information you seek at the time of your call, we will let you know when to expect our response.

Most customer feedback indicates a high level of satisfaction with the provision of information. During FY96, 90 percent of ITA customers seeking information were either satisfied or very satisfied with the provision of trade information. Nominal data indicates that follow-up and referral could be improved. Actions have been taken to address this.

Offer a choice, whenever possible, of your preferred information format and method of receiving our information. Your options include information by phone or fax, through the mail, or on-line through web site (http://www.ita.doc.gov)

See attachment listed under next standard.

Use your feedback to tailor our information to your needs through a range of formats, including hard copy publication, electronic disk copy (CD-ROM or floppy disks), and on-line via Internet protocols (e.g. FTP, HTTP).

According to ITA’s FY96 Front-line Employee Survey, customers prefer to obtain ITA information by mail, over the telephone, and via fax-on-demand. These formats are provided. The survey indicated that more customers would begin to seek information in electronic format and through the Internet. ITA has prepared and provides information electronically. At present, ITS receives between 3,000 and 5,000 hits per day at ITA Web sites. ITA continues to monitor customer format preferences.

STANDARD

RESULT

Refer you to the appropriate specialist promptly and accurately.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys.

Inform you when to expect delivery of a product or a service that you request.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys.

Tell you immediately about any fees relating to a product or service that you request.

ITA’s trade promotion mission requires numerous services and products to assist ITA customers. Over 5,000 customers receive these services annually and over 50 percent of those customers provide feedback through ITA surveys. Customers want less paperwork and simpler procedures. ITA responded by simplifying applications and creating user-friendly formats for return by mail/fax. Customers want faster and easier delivery of products. ITA now transmits information products by fax or via e-mail.

Provide you with simple guidance for filing a petition or a zone application.

Import Administration (IA) enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Provide a point of contact when you file an AD/CVD petition or a zone application. You can receive status on your filing during our business hours (8:30 a.m. - 5:00 p.m.).

IA enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Make available public case records on any AD/CVD proceeding in our Central Records Unit or provide a copy of the record at cost when you call (202) 482-1780.

IA enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors and machine tools), and administers Foreign-Trade Zones and Statutory Import programs.

Provide you with a preliminary determination on an AD/CVD petition within 120 days, barring extraordinary circumstances.

Import Administration enforces U.S. antidumping and countervailing duty laws and related agreements (semiconductors, and machine tools), and administers Foreign-Trade Zones and Statutory Import programs. At present, customer service efforts are under development. IA has restructured the organization to ensure better responsiveness to customers and higher quality products. IA has made substantial progress towards regulatory simplification and creation of an on-line case library retrieval system—both are top priority customer concerns. FTZ operations will use data collected from its first customer survey to improve service to its zone and sub-zone applicants.

Provide you with Export Assistance Centers located in major export centers throughout the country which consolidate the services of major U.S. export promotion programs in "one-stop shops."

The Export Assistance Centers continue to reap praise and success from the U.S. business community, based on feedback from customers. The EAC network has been expanded to ensure that anyone in the U.S. wishing to export will be within an hour of help.

Provide you with a U.S. Government Advocacy Center, located in the Commerce Department, to assist U.S. firms to win contracts for major international projects.

A customer feedback mechanism is in place for advocacy services, but it is too early to report any results.

Provide you with a U.S. Government Trade Compliance Center, located in the Commerce Department, to ensure that American firms receive the full benefits from U.S.-negotiated trade agreements.

A customer feedback mechanism is in its design phase, and it is too early to report any results. This applies to the entire new standard on market access.

STANDARD

RESULT

We will provide you with all of the information you may need to understand Minority Business Development Agency (MBDA) programs and other minority business development programs that may help you.

Specific measurement criteria are being developed.

We will respond to telephone calls by saying at a minimum, "good morning or good afternoon, MBDA, may I help you"? Telephone inquiries will be returned within 24 hours.

Specific measurement criteria are being developed.

We will respond to written inquiries within six working days or within the time frame specified by the writer. Responses will be clear and concise.

Specific measurement criteria are being developed.

More frequent training of regional staff who are responsible for starting the new and renewal processes for awards. This will ensure that awards are processed correctly and in a timely manner to preclude loss of continuity within the service area.

Specific measurement criteria are being developed.

Resolving all conflicts or disputes in a professional and cooperative manner.

Specific measurement criteria are being developed.

Not requesting funded organizations to perform tasks that are not part of the approved award document.

Specific measurement criteria are being developed.

Applying performance standards in a consistent and standard manner with no exceptions.

Specific measurement criteria are being developed.

We will ensure that all employees receive training on understanding the importance of customer service standards.

Specific measurement criteria are being developed.

We will conduct annual surveys among employees to collect innovative ways to better serve our customers.

Specific measurement criteria are being developed.

STANDARD

RESULT

We work to provide accurate, timely support and easily accessible documents.

During the last year we have produced two new brochures, entitled "Why Apply?" and "A National Program for Performance Excellence". In response to requests for this preprinted information, as well as requests for performance criteria and other preprinted materials, we have been able to meet the goal of responding to requests within one business day better than 99 percent of the time.

In response to requests for information, we will mail preprinted materials within one business day.

Specific measurement criteria are being developed.

To offer timely and useful feedback to applicants, we will provide each applicant with a feedback report within 60 business days of the official notification that they have won the award or that the company will not continue to the next stage of review.

In 1996, we provided all applicants with their written feedback report within 45 days of the official notification that they would not be continuing to the next stage of the award process.

We deliver valuable training and timely answers to questions. Examiners and Evaluators need adequate time to provide a quality review of applications.

All applicantions were mailed to the nearly 350 volunteer Examiners in time to allow them threeweekends to review and score their assigned applications.

To ensure sufficient time to review applications, we will provide Examiners and Evaluators with assignments in time to allow a minimum of three weekends for review.

Specific measurement criteria are being developed.

OQP sponsors a two-day annual state/local workshop and a special state/local session during the annual Quest for Excellence Conference.

In 1996, 52 representatives attended our annual state/local workshop at the National Institute of Standards and Technology (NIST). The attendees represented programs in 29 states plus the District of Columbia. In addition, 47 states were represented at the Quest for Excellence IX Conference, and nearly 200 attendees signed up to attend the special session on State and Local Award Programs.

To promote in-depth understanding of key award processes, workshop attendees are organized into focus groups. Focus groups share their findings and respond to questions.

Specific measurement criteria are being developed.

STANDARD

RESULT

As an accredited laboratory, you will receive a certificate of accreditation that attests to the fact that you have been assessed to the requirements of ISO/IEC Guide 25, an internationally recognized guide to the determination of competency of testing and calibration laboratories.

As of January 1997, 676 certificates of accreditation were either issued or renewed for NVLAP-accredited laboratories.

You will also be certified as having met the relevant requirements of ISO 9002 as a supplier of test or calibration results.

This statement is included in the certificates of accreditation that are awarded to accredited laboratories.

You will also receive a scope of accreditation that lists all of the test methods or calibration capabilities, including best measurement uncertainties, for which you have been accredited.

As of January 1997, 676 scopes of accreditation were either issued or renewed for NVLAP-accredited laboratories. All calibration scopes contain data on best measurement uncertainties.

We will make every attempt to improve the quality of our services to you on a continuous basis.

Results of the May 1996 customer satisfaction survey have been included in the NVLAP management review process. Ways to cut costs, improve response time of proficiency testing programs, and enhance communications are being considered. NVLAP completed an internal audit of its quality system in February 1997, and the results are being reviewed by the NVLAP quality committee.

We welcome your input as to ways in which we can better serve you through any of the communication modes that are listed in our brochure.

Since August 1995, the NVLAP Complaint System has logged 20 complaints, which were reviewed and responded to accordingly. As a result, several operating procedures were revised to improve quality. Assessor evaluations were revised and expanded to allow laboratories to provide comments on the NVLAP assessment process. NVLAP placed important documents on its World Wide Web home page and publicized its URL. The NVLAP e-mail address received numerous inquiries, requests for information, and suggestions for improvement.

We will work to obtain international recognition of the NVLAP program so that tests or calibrations performed in your laboratories will be recognized in the international marketplace.

NVLAP has requested inclusion of its accredited laboratories in international interlaboratory comparisons in order to satisfy one of the requirements for mutual recognition by the European Cooperation for Accreditation of Laboratories (EAL). NVLAP has requested that a final assessment be conducted by an EAL team early this summer. Reciprocal assessment visits were completed in February 1996 between NVLAP and the accrediting bodies in Australia (NATA), New Zealand (Telert), and Hong Kong (HOKLAS). The mutual recognition agreement tests are now being drafted for signature. NVLAP continues to work with Canada and Mexico under the framework of the North American Calibration Cooperation to reach agreement on the technical equivalence of the calibration laboratory accreditation programs in the three countries.

STANDARD

RESULT

Providing timely information via the World Wide Web.

The Standard Reference Materials Program (SRM) home page is updated weekly. New information is added, such as current prices, new materials, and quarterly newsletters. Currently, we are adding all of our 18 individual brochures. Three of these are now available on the World Wide Web—the semiconductor, environmental organic, and environmental inorganic brochures.

Delivering SRMs to you within 24 hours of order upon request.

Each day, the rush orders are hand-carried to our shipping department by 10:00 a.m. to ensure that the above standard is met.

A mandatory training program for your customer service representatives.

Each day, a 10-minute information meeting is held with the SRM sales staff to exchange important product and customer service information. All SRM sales representatives attend classes. Further, they are encouraged to share personal experiences in customer service encounters.

Personally notifying you when new materials are removed from backorder.

New and renewal materials come into stock on a weekly basis. All customers who expressed an interest in the new material are called by phone and given the current price. A certificate is faxed upon request.

Working with you to ensure that SRM certificates and offical documents meet ISO Guide conformance.

All new SRM certificates meet ISO Guide conformance. A review of existing SRM certificates is under way to determine which certificates do not conform.

Accepting purchase orders; providing quotes, pricing, and information on availability of SRMs; and responding to your requests via e-mail.

All of the SRM sales representatives have taken Eudora training. E-mail addresses for frequent purchasers are set up for easy access. For foreign customers, mailboxes are set up by country.

Accepting credit card orders via phone, fax, or through the U.S. mail.

Many companies have gone to a credit card purchasing system, which is less costly than processing a purchase order. We can now accommodate Visa, MasterCard, and Discover. Plans are under way to accommodate American Express.

Including brochures and newletters in your shipments.

Each shipment contains a current newsletter and brochures of additional materials in the same or related category. Newsletters and brochures are kept current, and announce new materials.

Offering a choice of shipping modes.

For customers who do not need their orders immediately, we offer UPS as a mode of shipment. For those customers in urgent need of their material, we offer Federal Express. For foreign shipments, we offer UPS and Federal Express International, or Air Freight Collect. For all of the above shipping modes, we can prepay and add the costs to the customer’s invoice.

Providing a quarterly newsletter.

A newsletter is printed four times a year and mailed to the 28,000 scientists on our mailing list. Copies are also sent with each order. The newsletter announces new SRMs for sale, gives valuable information regarding updates of certificates, and provides general information about SRM and the National Institute of Standards and Technology.

STANDARD

RESULT

To provide you with products with no defects.

This standard has been met with continuous 100 percent quality control on hard copy and database compilation, drafting, reproduction, and distribution. The International Map Trade Association survey confirms customer satisfaction with product quality.

To work closely with the Federal Aviation Administration (FAA) and the Defense Mapping Agency, through the Interagency Air Cartographic Committee (IACC), to maintain and develop aeronautical chart specifications for your existing and emerging charting needs.

This standard has been met. We participate in IACC meetings three times per year, with member point of contact meetings every six weeks, task group meetings as required, and contact as required (often daily) with FAA and NIMA.

To preserve our perfect record of meeting all print cycles and to continue to meet our high-quality printed image standards of +.003 accuracy.

This standard has been met: all print cycles have been met, including meeting schedules for new products and requested prototype products.

To deliver aeronautical and nautical products to our domestic customers within two weeks of receiving an order.

This standard has been met: deliveries are made within two weeks of receiving the orders 98 percent of the time. Factors affecting nondelivery (outside AC&C control) are associated with the contracted delivery service or the U.S. mail.

To ensure that we have appropriate stock quantities of products, while minimizing costly condemnation of obsolete products.

This standard has been met. To ensure that appropriate stock quantities of products are available to our customers, AC&C closely monitors usage levels for existing and newly available products. The action levels (chart usage level minus condemnations) are also closely monitored to ensure that the proper number of charts are printed and minimize the number of condemnations.

Responding, the same business day, to your telephone inquiries about obtaining our products.

This standard has been met: All phone inquiries about obtaining NOS products are answered on the same business day. Most calls are answered immediately.

Responding to your recorded messages on our 24-hour toll-free customer service lines within three working days.

This standard has been met: our policy is strictly enforced to have recorded messages on the NOS 24-hour toll-free customer service lines answered within three days. Most calls are returned the next business day.

Responding to written correspondence (other than orders for products) within three weeks.

This standard has been met: response is normally provided within 10 working days. When the question requires extensive research, the customer is contacted to inform them that the inquiry was received and research is being performed to answer the question accurately.

Continuing to hold a workshop for NOS Chart Agents approximately every 18 months.

This standard has been met: workshops for NOS Chart Agents are held approximately every 18 months. The next workshop is planned for September 1997.

Actively participating in a wide variety of conferences, committees and workshops.

This standard has been met: as funding allows, AC&C participates in a number of technical committees, conferences, and workshops, including the Government/Industry Aeronautical Charting Forum, SAE G-10 Charting Committee, Air Transport Association Charting Committee, etc.

STANDARD

RESULT

Marketing our products and services at air shows and technical conferences.

This standard has been met: AC&C markets its products in a number of ways, including exhibiting and participating in numerous air, boat, and technical shows.

Conducting professional surveys as needed.

This standard has been met: AC&C conducts professional surveys through the International Map Trade Association. One section of last year’s survey dealt with AC&C’s customer service. AC&C received extremely high marks. Another survey is planned for 1997. A portion of survey funding will be used to conduct a sales analysis to better understand and service NOS customers.

Continuing our outreach program to aviation schools, flying clubs, and the general public.

This standard has been met: AC&C continues to provide education and to canvass users for charting requirements through its outreach program to aviation schools, flying clubs, and technical associations. The outreach program reaches customers throughout the country, is extremely well-received, and is a valuable asset to the marketing and customer service program.

To always be polite, considerate, and honest, and to ensure that our products and services meet or exceed your expectations.

This standard has been met: AC&C’s employees are required to be polite, considerate, and honest; and to ensure that our products and services meet or exceed customer expectations. AC&C employees take pride in their products. Courteous dealings with the public are of paramount importance to the agency.

To apologize to you when things go wrong, explain what happened, and do our very best to correct the problem promptly.

This standard has been met: employees receive customer service and telephone manners training to ensure that customers are treated with the proper respect. When things go wrong, employees research the problem, explain what happened, apologize, and do their very best to correct the problem promptly.

Working closely with the Federal Geodetic Control Subcommittee of the Federal Geographic Data Committee to develop standards and specifications to guide you in conducting geodetic and photogrammetric surveys.

The standards are done; the specs are in progress; the Standards have been reviewed by members of the Federal Geodetic Control Subcommittee and are being prepared for printing.

Using the highest standards of quality, service, and integrity to improve our responsiveness to user requests. We will investigate, evaluate, and pursue, where feasible, the newest developments in surveying technology, database systems, and telecommunications, as well as programs for the transfer of technology, to enable our customers to accomplish their missions in a more efficient and cost-effective manner.

Surveying Technology—High-Accuracy Reference Networks have been completed in most states and over 80 Continuously Operating Reference Stations have been established; database systems—the Geodetic User Sales and Transaction Order Entry System (GUSTOES) is completely operational and won a Department of Commerce Customer Service Award for Excellence in servicing user requests; Telecommunications—The NGS World Wide Web site has over 100,000 hits per month and is a primary source of data, software, and information for users.

Delivering geodetic data products to our domestic customers within one week of receiving your order.

This has been done; most customers receive their order in less than one week.

Ensuring that we have appropriate stock quantities of products.

The inventory system part of GUSTOES continuously monitors shelf stock.

Responding the same business day to your telephone requests for our products.

This has been done; all products are mailed the same business day.

STANDARD

RESULT

Responding to your telephone messages within one working day.

This has been done; all calls are returned the same business day.

Supporting professional workshops on geodetic surveying and related activities nationwide through cooperative arrangements with universities, professional societies, and state license boards.

Workshops are done on an ad hoc basis, upon request.

Participating in a wide variety of conferences, committees, and technical workshops.

Participate in more than a dozen conferences per year.

Continuing our outreach program to schools, professional societies, and the general public.

The State Geodetic Advisor Program is a major outreach source; others include conferences, workshops, and the Internet.

Being polite, considerate, and honest, and ensuring that our products and services meet or exceed your expectations.

NGS always welcomes customer feedback; no formal surveys conducted.

Doing our best to correct a problem promptly if things go wrong.

We have done this; details are available upon request.

Developing, evaluating through client testing, and implementing more efficient and easy-to-use data access technologies, such as menu-driven computer interfaces and facsimile transmissions of perishable data.

We implemented custom public query of fishery statistics database via the Web; implemented a new automated Atlantic tunas permitting system, accessible via telephone and Internet Web site; established the National Oceanic and Atmospheric Administration’s (NOAA’s) Internet Sea program in December 1996 to provide Internet connections to two research vessels and distribute data, photos, and environmental information; established a toll-free number to provide interested parties free access to information about the voluntary fishery products inspection program; established an 800 number in response to FDA regulations for seafood; implemented Fax-back and Web access to major publication, Fisheries of the United States; implemented Web site access to data from Headquarters Offices, Regional Offices, and Science Centers, including statistics, industry services, and program information; created two new Enforcement Office internal tracking systems; and implemented a Webcam view of the Alaska fish-rearing lab. Currently, we are developing internal databases for marine a mammal permit system, to respond more quickly to public requests for information; developing an electronic tracking process on status of the implementation of the National Habitat Plan.

Developing new statistical databases and reports driven by analyses of customer requests obtained through symposia and workshops.

We published Fisheries of the United States, Economic Status of U.S. Fisheries, and Our Living Oceans 1995, major sources of statistics, in response to public needs for high quality data. These are available in hardcopy, via the Web, and by fax-back telephone system. We will establish a NOAA Fisheries constituent database available nationally and regionally, and will publish articles in outside publications to broaden communication between NOAA Fisheries and the public (which is less formal and more accessible than the Federal Register) in response to requests made during constituent meetings.

STANDARD

RESULT

Including stakeholders in the development of new statistical data collection systems, including long-range strategic planning efforts for fisheries statistics in partnership with our state and federal counterparts.

Awarded two contracts ($2 million) to conduct nationwide surveys, tracking the efforts and catch of saltwater fishermen throughout the country, to better monitor marine fisheries resources and assess the impact of recreational fishing on the economy in response to a Executive Order on Recreational Fishing. The Fishery Market News Service, a joint Federal/industry program, provides accurate and unbiased reports depicting current conditions affecting the trade in fish and fishery products, via a fax-back system and via the Web. We convened a workshop (Changing Oceans and Changing Fisheries: Environmental Data for Fisheries Research and Management) to examine uses of environmental data for fisheries. We will implement programs to involve constituents in the collection of fishery data.

Regularly polling user needs and customer satisfaction through customer surveys and participation in or conduct of workshops, advisory panels, or committees on statistics.

Developing a Web-based customer service questionnaire by May 1997. We conducted a series of stakeholder workshops throughout the U.S. during FY96 to obtain feedback on National Marine Fisheries Service (NMFS) objectives which resulted in changes in Strategic Plan. We will develop Implementation Plans for the National Habitat Plan by coordinating with federal, state, nongovernmental organization partners, and by inviting constituents to develop/review proposed activities. Web pages for Headquarters and regional offices and science centers with feedback mechanisms were implemented.

Maintaining multiple oral and written, in-person and electronic means of communication to our users, such as newsletters, electronic mail forums, and face-to-face meetings to promote a healthy dialogue and hear the voice of our customer.

Providing statistics in the form of: official statistical hardcopy publications, such as the internationally recognized Fisheries of the U.S.; computer tapes and floppy disks; Internet Web pages, including copies of publications that can be downloaded; CD-ROMS; Broadcast fax services, including access to publications; and on-line access to computer databases and bulletin boards. We held multiple constituent meetings throughout the nation to obtain feedback on our strategic plan; held scoping and formal meetings on management plans and proposed regulations, throughout regions; published appropriate Federal Register notices on formal opportunities to comment on actions, and included this information on Web sites. We will conduct, in each region, general constituent meetings at least twice/year, as well as frequent scoping, townhall, and individual meetings on specific issues; establish a formal reporting mechanism for all research reports and manuscripts published by our scientists, taking every opportunity to make public presentations of all research results; regularly publish series, such as the Fishery Bulletin, NOAA Technical Report-NMFS, Marine Fisheries Review, and the NOAA Technical Memorandum - NMFS, available in hardcopy and via Web sites.

STANDARD

RESULT

State-of-the-art equipment and technologies allow the National Weather Service (NWS) to operate the most advanced weather and water forecast and warning system in the world.

A Doppler radar network was completed except for three newly sited radar; most automated service observing systems were installed; new satellites are providing outstanding data; and new computers are processing data. Modernized high-tech weather forecast offices (119) and river forecast centers (13) are in place to take advantage of these new technologies and to provide improved forecast and warnings service.

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.

In the last 10 years, warning time for severe local storms has increased from 12.5 to 18.3 minutes; warning time for tornadoes has increased from 4.6 to 9.9 minutes.

We issue routine forecasts every four to six hours, but we continuously update and amend our forecasts and warnings during changing weather.

As part of its modernization, NWS issues more event-driven products, including frequent updates of its warnings and forecasts based on data from new technologies.

Our goal is to work with the private sector to make NOAA Weather Radios (NWR’s)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.

Expanded NWR stations and more NWR receivers are being provided; a new breed of receivers using digital protocols is expected later in 1997. NWR is the primary input to an upgraded nationwide Emergency Alert System, providing NWS weather warnings to a much larger audience.

New technologies are being developed for persons with disabilities such as the hearing-impaired.

In partnership with the private sector, NWS is providing information to hearing impaired in selected areas. The system uses WEATHERCOPY in concert with NWR, and the Emergency Managers Weather Information Network, a user-friendly computer-based retrieval system.

Development of new products and services based on user requests and requirements is a top priority.

A Proof of Concept at offices in Cheyenne, Wyoming, and Grand Junction, Colorado, are testing new products and methods of feedback from customers. Quality management principles, under the NWS/employee union Quality Through Partnership Agreement, are used at all offices in Kansas. Team training preceding the deployment of AWIPS is expected to generate new methods of agency-customer interaction and feedback.

We have improved long-range forecasts, better serving the general population and America’s agricultural, transportation, and other economic interests.

While NWS has revised the format of long-range forecasts during the past several years, accuracy of these forecasts has not improved significantly. Implementation of new products in late 1997 to describe the confidence level of each forecast will enable customers to better judge the value and utility of the products and lead to better use of the information provided.

STANDARD

RESULT

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

Accomplished.

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

Accomplished.

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

Accomplished.

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

Accomplished.

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

This practice has been followed routinely since 1995.

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 tries to ensure that information posted on the Web site is timely and accurate. This requires periodic review.

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

This practice is followed routinely. In many cases, NTIA staff has provided assistance when the problem has been on the user’s end.

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.

No data provided.

STANDARD

RESULT

We will provide you with all the information you need to understand these programs and to apply for funds. Our goal is to respond to requests for information within five business days.

This practice is followed routinely. Requests for information are met within the five business days.

Program staff will be available at any step of the application process to provide technical assistance and to help ensure that your project proposal meets funding requirements.

Program staff is available to help prospective grantees at every step of proposal preparation. The Office of Telecommunications and Information Applications (OTIA) programs offer a debriefing to all unsuccessful applicants to provide feedback on their proposals and to assist them in preparing future proposals. In addition, TIIAP and PTFP staff are available to provide technical assistance to prospective grantees as they prepare applications for funding.

Notices of availability of funds, funding criteria, and eligibility requirements will be widely disseminated through mail, electronic mail, and Internet services such as the World Wide Web (WWW) to keep you informed about these grant programs.

This is routinely accomplished. TIIAP maintained a mailing list of over 15,000 organizations that receive application material, and PTFP maintains a list of approximately 2,500 organizations. Over the past two years, the PTFP and TIIAP Notices of Availability of Funds and Guidelines have also been posted on the World Wide Web, and the programs have provided electronic copies of these materials to prospective applicants when requested. A large number of OTIA’s customers obtain this information via electronic access. This year, the TIIP applications were posted on the World Wide Web for the first time.

Customers can subscribe to electronic mailing lists to automatically receive timely information updates from the grant programs.

An Internet listserv is in operation for the TIIP program. Program staff routinely post program news to other lists as well.

Information about all successful applications from previous grant rounds will be available by mail and will be posted on the Internet to help you prepare your application.

Project descriptions of TIIAP grant recipients from FY94-96 and PTFP recipients from FY95-96 have been posted on the WWW. This information is widely accessed by OTIA’s customers. Several thousand copies of the project descriptions from FY96 were distributed to interested organizations, and the program distributed over 5,000 copies of Lessons Learned from TIIAP, a report that highlighted a number successful projects from FY94-95. TIIAP recently posted an electronic newsletter on the WWW that provides information about other successful projects.

The grant program staff will be available to conduct seminars and participate in trade shows and conventions in order to provide timely information and answer your questions.

OTIA staff participated in a number of industry meetings and conferences during FY96 to provide customers with information about OTIA programs. OTIA will continue to target these meetings to inform their customers about TIIAP and PTFP activities. TIIAP is conducting a series of six seminars around the country to assist potential grantees in preparing proposals for the FY97 grant round. The first, in Alexandria, Virginia, attracted more than 400 participants.

We will always be courteous, polite, forthright, and respectful.

Specific measurement criteria are being developed.

We will answer your phone calls promptly.

Specific measurement criteria are being developed.

STANDARD

RESULT

We will provide you with information that is accurate, current, helpful, useful, relevant, and timely.

Specific measurement criteria are being developed.

We will answer your letters and inquiries within five days.

Specific measurement criteria are being developed.

We will be prompt and well prepared for our scheduled appointments.

Specific measurement criteria are being developed.

We will provide you with specific information that is most useful to you.

Specific measurement criteria are being developed.

We will always provide you with the name and telephone number of the person who can assist you.

Specific measurement criteria are being developed.

We will apologize to you if we make an error, explain what happened, and then make things right.

Specific measurement criteria are being developed.

We will treat you with courtesy each time you contact us and, if appropriate, will direct you promptly to the proper office or person.

1996 survey results indicate that the public was treated with courtesy 80.8 percent of the time, and that the person was directed promptly to the proper office or person 60.4 percent of the time.

If the Patent and Trademark Office (PTO) employee being called is not available, the employee will return the call by the next business day or, if you request, an alternative point of contact will be provided.

1996 survey results indicate that this was accomplished 54.4 percent of the time.

We will ensure that our written communications clearly set forth the technical, procedural, and legal position of patent examiners and trademark examining attorneys.

1996 survey results indicate that this was accomplished 75.1 percent of the time.

Our correspondence with you will be legible and of good print quality.

1996 survey results indicate that this was accomplished 89 percent of the time.

We will widely disseminate information about changes in practice and procedures to ensure that both you and PTO employees know about changes prior to their effective date.

1996 survey results indicate that this was accomplished 66.9 percent of the time.

We will respond to your status letters within 30 days from the date received by PTO.

1996 survey results indicate that this was accomplished 46.6 percent of the time.

STANDARD

RESULT

We will respond within 30 days from the date received by PTO to papers filed after the examiner allows the application and up to the time PTO receives payment of the issue fee.

1996 survey results indicate that this was accomplished 62.4 percent of the time.

We will deliver your fax transmissions of properly addressed papers marked "Informal" or "Draft" to the examiner within one business day. Your facsimile transmissions of properly addressed formal amendments after final rejection will be matched with the appropriate files and delivered to the examiner within three business days of receipt.

1996 survey results indicate that this was accomplished 58.9 percent of the time.

We will correctly generate and mail a notice indicating the application number, date of filing, and title of invention for complete, standard applications. These notices will be mailed within 19 calendar days of receipt of the application by PTO.

1996 survey results indicate that this was accomplished 50.9 percent of the time.

We will conduct a thorough search of relevant U.S. patents, foreign patent literature, and non-patent literature contained in PTO search files and where appropriate, a reasonable search of other non-patent literature during the patent examination process.

1996 survey results indicate that this was accomplished 56.4 percent of the time.

We will correctly generate and mail filing notices within 14 days of receipt by PTO.

1996 survey results indicate that this was accomplished 38.1 percent of the time.

We will examine new applications and provide a written first communication regarding registration within three months of the filing date.

1996 survey results indicate that this was accomplished 32.3 percent of the time.

We will make a determination of the registrability of trademarks within 13 months of receipt of the application by PTO.

1996 survey results indicate that this was accomplished 46.5 percent of the time.

We will issue correct Notices of Abandonment within 45 days of the date the file was abandoned.

1996 survey results indicate that this was accomplished 55.6 percent of the time.

We will issue correct Notices of Publication within 30 days of the date the file is approved.

1996 survey results indicate that this was accomplished 51.5 percent of the time.

We will mail correct Certificates of Registration within seven days of the date of registration.

1996 survey results indicate that this was accomplished 51.0 percent of the time.

You will have timely access to the automated search systems.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have access to equipment for making quality copies of documents.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will be provided with effective assistance in using the Search Room resources.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

STANDARD

RESULT

You will have access to paper documents that are accurately filed in a timely manner.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

The Official Gazette—Patents and the numeric set of issued patents wil be available to you on issue day. The location information for classes and subclasses will be posted for your use within 24 hours from the time the class/subclass is relocated.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have access to paper documents that are properly categorized and accurately filed in a timely manner.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

The Official Gazette—Trademarks will be available to you on issue day. Bound volumes will be stamped within five days from receipt of the information in the Trademark Search Library.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have timely access to the automated search systems.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will have access to equipment for making quality copies and documents.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

You will receive effective assistance in using Search Library resources.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will enter into full partnerships with libraries to make patent and trademark information widely available to you throughout regions of the United States. We will enable the Patent and Trademark Depository Libraries to serve as our partners in disseminating intellectual information to you.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will provide you with accurate, timely general information about patent and trademark processes, products, and services, as well as information about PTO itself. Copies of the general information booklets and forms will be mailed to you within two days of receipt of your request.A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will uphold the PTO-wide commitment regarding telephone service.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will treat you with courtesy each time you contact us and, if appropriate, will direct you promptly to the proper office or person.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

STANDARD

RESULT

We will provide you with quality patent and trademark electronic information products according to a published delivery schedule. We will provide you with advance notice of product, price, and schedule changes.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will develop new patent and trademark electronic information products to enable the Patent and Trademark Depository Libraries to disseminate intellectual property information to you.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will maintain an electronic bulletin board to provide you with complete patent and trademark bibliographic information on the day it is published.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will seek your suggestions for product and service improvements and will respond to you within one month.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will provide missing copies or replacement copies free within 24 hours of customer request.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will accurately record patent and trademark assignments within 20 days of receipt and mail recorded assignment documents within 34 days of receipt.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

STANDARD

RESULT

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

If we cannot fulfill your order on time, we will contact you by phone or fax early in the process cycle and explain in detail why your order may be delayed.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will process changes to automated records of patented cases and file the related papers in file wrappers within 30 days.

A customer satisfaction survey was conducted in 1996; it did not explicitly measure results for this standard.

We will provide prompt and accurate service.

Standards under review/revision pending completion of consolidation of debt function.

Our service providers will be knowledgeable and courteous.

Standards under review/revision pending completion of consolidation of debt function.

We will promptly resolve your inquiry.

Standards under review/revision pending completion of consolidation of debt function.

We will pay standard commercial invoices in 30 days.

Invoices were paid in 30 days in 95.1 percent of the cases.

We will make progress payments within seven days.

Progress payments were made within seven days in 96.3 percent of the cases.

We will pay cost vouchers in 12 to 14 days.

Cost vouchers were paid in 12 to 14 days in 64.7 percent of the cases.

Interest penalties paid will be below .02 percent of the dollar value of payments.

Interest penalties paid were .027 percent of the dollar value of payments.

We will take discounts that are cost effective to the government (discount payment terms less than 30 days when beneficial to the government).

Discounts were taken in 74.2 percent of the cases available.

STANDARD

RESULT

We will answer customer telephone inquiries quickly and efficiently. The goal is to answer them no later than the next business day.

The Defense National Stockpile Center (DNSC) incorporated our customer service standards into daily operations, and we are fulfilling our commitment to customers. At DNSC, we remain committed to our customers and continue in our attempt to improve and adhere to the standards we have set.

We will answer mail inquiries within three business days.

This standard has been incorporated into daily operations. No specific data are available.

We will notify depots the same day that an award is made. This enables the depot to immediately prepare goods for shipment with a goal to have material ready for shipment within two business days of the award.

This standard has been incorporated into daily operations. No specific data are available.

STANDARD

RESULT

Provide information with a professional courtesy that demonstrates our awareness that every customer is important and our willingness to serve customer’s needs.

Survey results indicate an increase in the percentage of customers who were satisfied/very satisfied with how well their needs were understood—from 94 percent in 1995 to 99 percent in 1997; and an increase in the percentage who were satisfied/very satisfied with the courtesy they were afforded—99 percent in 1995 to 100 percent in 1997.

Follow standard statistical practices to ensure the accuracy of our data and provide information that customers rate as relevant to their needs.

Accuracy satisfaction increased from 87% in 1995 to 95% in 1997; satisfaction with relevance increased from 94% in 1995 to 99% in 1997.

Provide fast and easy access to public energy information.

Electronic delivery of information, based on customer needs/wants, contributed to an increase in satisfaction with timeliness (from 73 percent in 1995 to 75 percent in 1997), availability (remained at 95 percent), and promptness of service (from 49 percent in 1995 to 66 percent in 1997).

Distribute our information in a format that fits your needs, as resources allow.

Survey results indicate that customers desire information in a variety of formats. The Energy Information Administration (EIA) is able to offer choices.

Include a contact name, telephone number, and/or e-mail address on every document and letter.

In 1996 and 1997, this occurred in 100 percent of EIA publications and letters.

Encourage feedback, measure customer satisfaction, and incorporate your suggestions when making program decisions.

EIA has conducted major surveys of telephone customers in 1995, 1996, and 1997, measuring satisfaction with service and information products. The relatively low satisfaction scores we received for our timeliness led EIA to initiate many programmatic changes to provide information to customers faster (home page, releasing preliminary data, shortening data preparation schedules).

Provide high-quality energy information.

Measured by an overall satisfaction rating, 89 percent were satisfied or very satisfied with EIA products in 1995; 91 percent were satisfied or very satisfied in 1996; and 93 percent were satisfied or very satisfied in 1997.

Increase by $50 million the sales of energy efficient appliances and building equipment through collaborations with industry and national appliance retailers.

We achieved the equipment sales objective of $50 million.

Add 100 industrial companies and two trade associations to the Climate Wise commitment, thus helping industrial partners improve their competitive position by recycling, eliminating waste, and saving energy.

We added 120 Climate Wise partners, bringing the total to 150.

Improve commercial building energy efficiency and reduce carbon emissions through additional Rebuild America partnerships.

We met the partnership goal by adding 55 new partners and retrofit commitments for 200 million commercial square feet and 50,000 homes.

Help utilities voluntarily reduce carbon emissions by adding 40 new Climate Challenge agreements.

We exceeded the partnership goal and now have 630 Climate Challenge partners. Our utility partners remain committed to remove an additional 7 million tons of carbon from the air by the year 2000.

Save low-income residential consumers $450 million in energy costs every year by weatherizing 57,000 more low-income homes, for a total of 4.4 million weatherized low-income homes.

We weatherized 56,000 homes, just below the 57,000-home goal. Lower-than-anticipated budgets were the cause of this shortfall.

Reduce annual oil imports by an additional 4 million gallons by adding 15,000 alternative fuel vehicles to the existing 27,000-car fleet in 50 Clean Cities.

We exceeded the goal and added a 51st Clean City in October.

STANDARD

RESULT

Maintain safe facilities.

Metrics of lost workdays demonstrate a steady reduction of workdays lost due to injury.

Institutionalize a multidisciplinary oversight process.

A multidisciplinary oversight evaluation process has been fully institutionalized in policy, procedure, and guides. The goal of conducting evaluations at eight DOE sites was exceeded by completing an additional five special reviews and studies and four accident investigations.

Degasify an additional 61 MMB of inventory to increase drawdown capability from 3.2 to 3.7 MMB/day and inventory availability to 524 MMB.

We achieved degasification of 68 MMB of inventory—compared to our goal of 61 MMB—and met goals of increasing drawdown capability from 3.2 to 3.4 MMB/day, while also increasing inventory availability to 466 MMB available for drawdown without any operational constraints.

Initiate an additional 22 percent of the infrastructure life extension program, thereby bringing program implementation to approximately 71 percent.

We initiated an additional 20 percent of the infrastructure life extension program—compared to a goal of 22 percent for all of FY96—even though SPR did not receive full FY96 program funding until June 1996.

Complete transfer or sale of all readily removable oil from the Weeks Island storage site to a more geologically stable site, ensuring the availability of that oil.

We transferred 88 percent of 72 MMB of oil—compared to a goal of 87 percent—from the Weeks Island storage site to other sites. We also sold 18 MMB of Weeks Island oil to finance the site’s decommissioning and general budget deficit reduction.

Dismantle weapons from 1994 to 1998 resulting in reduction of over 6,000 nuclear weapons.

To date, we have accomplished 66 percent of this goal and expect to meet the 1998 target.

Maintain/exceed confidence and reliability standards resulting in the continued maintenance of a safe and reliable stockpile.

Standard met.

We will be courteous, professional, flexible, honest, and helpful in all dealings with our customers. We will actively listen so we can better understand what motivates our customers and how we can best provide the environmental products, services, and information they value, and be fully responsive to customer concerns and needs regarding our services.

Training options have been researched, and a program will begin in FY97. Surveys of permit applicants and citizens involved in the permitting process have been conducted in three regions. Some of the survey questions will provide quantitative data concerning this standard. Staff members across the agency have been encouraged to meet this standard.

We will answer all telephone calls promptly and will respond to them by close of the next business day. If the person receiving the call cannot fully respond to the inquiry, the customer will be accurately referred to someone who can.

Region VI developed a telephone use and training plan that is based on a two-week recordkeeping effort to determine call sources and problems handling calls and accounts for limitations of equipment. Implementation, staff training, and measurement of the standard will begin in FY97.

STANDARD

RESULT

We will respond to all external correspondence within 10 working days of receipt. If we cannot provide a complete reply within 10 working days, we will contact the customer as soon as possible within the 10-day period to acknowledge and clarify the request, discuss what is needed to provide a full response, and indicate when a full response will be provided.

Freedom of Information Act and controlled correspondence systems track and provide status information to EPA managers. "Overdues" have decreased since the system and reporting were instituted. Training in and measurement of the standard will begin nationwide in 1997.

We will provide our customers with clear, easy-to-understand, timely, and accurate information about products, services, policies, and procedures. We will ensure that customers have easy access to information, available through convenient channels in various formats.

A recently completed survey of citizens involved in EPA’s permitting process will provide quantitative information concerning this standard. The Office of Pesticides Programs (OPP) used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

Relationships with our co-implementors of environmental programs—the states, tribal and local governments, and other federal agencies—will be characterized by partnership, flexibility, and assistance that empowers them to expand their ability to deliver environmental protection.

EPA continues to work with the states on Performance Partnership Grants and on the National Environmental Protection Partnership System to decrease reporting burdens and enable states to focus on environmental results. OPP conducted nine public meetings, 30 site visits, and a regional conference related to its Worker Protection Standard (WPS). OPP plans to conduct four state-regional conferences to proactively involve states in decisionmaking and priority setting of WPS program goals. The Pesticide Environmental Stewardship Program (PESP) has been working on improving customer service since its inception in December 1994. Last fall, over 50 PESP liaisons were trained in customer service. Each of the PESP partners and supporters is given a liaison from OPP who acts as the service representative to the partner/supporter.

STANDARD

RESULT

We will seek customer input to inform our decisions on policies, programs, and rules.

Region V is holding focus group meetings on its reorganization and service standards. In developing Internet accessibility, EPA participates in the Federal Web Consortium which enables the exchange of experiences, linkages, and consistency among federal partners. In the Urban Wet Weather Federal Advisory Committee Act (FACA) Committee, representatives from states, municipalities, and the general public meet to identify and discuss issues associated with urban wet weather flows. In the Storm Water Phase II FACA Committee, representatives from states, municipalities, and the general public provide input to EPA on solutions to storm water environmental problems. In the Total Maximum Daily Load (TMDL) FACA Committee, participants provide EPA with advice on identifying water-quality-limited bodies of water, establishing TMDLs for them, and developing appropriate watershed protection programs for these waters. In the Effluent Guidelines Task Force, representatives from industry, academia, publicly owned treatment works, states, citizen groups, and EPA offer advice on long-term strategies for the effluent guidelines program and provide recommendations on how to expedite promulgation of this program. In the National Drinking Water Advisory Council, representatives from the general public, state and local governments, and public interest groups provide recommendations on guidance and policies related to EPA’s drinking water programs. The Pesticide Program Dialogue Committee established under FACA represents all customer groups and held its first meeting in July 1996. OPP has conducted nine public meetings and 30 site visits around the country. Surveys of the permit applicants and citizens participating in EPA’s environmental permit process have been conducted in Regions 1 and 6 (NPDES) and Region 5 (UIC). The surveys will provide quantitative information on how clear, fair, appropriate, and effective EPA environmental permits are and how knowledgeable, responsive, cooperative, and available EPA staff are. A survey has been prepared that will quantitatively determine how successful EPA has been in working with representatives of delegated programs to improve EPA’s delegation processes so that they are as efficient, effective, and nonburdensome as possible.

Requests for field assistance will be provided in a timely manner, taking resource constraints and expertise into consideration. Where assistance cannot be provided by the agency, accurate referrals to other federal, state, or local agencies; private organizations; or educational institutions will be provided as appropriate.

OECA is developing proposed measures of success for each standard review.

Field representatives will be technically knowledgeable, understand federal regulatory requirements and agency compliance and enforcement policies that apply to the facility, and be courteous and professional.

OECA provides extensive knowledge-based training for all field representatives. Professionalism and courtesy are stressed..

STANDARD

RESULT

Inspectors will make clear who he or she represents and the purpose of the visit.

This is a standard practice.

Inspectors will be technically knowledgeable; understanding federal regulatory requirements and agency compliance and enforcement policies that apply to the facility; and be courteous and professional.

OECA provide extensive knowledge-based training for all inspectors. Professionalism and courtesy are stressed.

Develop tools responsive to the needs and concerns raised by all interested stakeholders.

OECA held workshops, developed information packets, plain English (and Korean for the dry cleaning community) guides to regulations, and 18 industry sector notebooks that provide an in-depth profile of 18 specific industry sectors—all to provide technical information in understandable ways that help industrial operations and small businesses comply with federal regulations.

Seek opportunities to involve all interested stakeholders in the development of compliance assistance tools.

OECA worked with the regulated community to develop the tools.

Strive to make information available through a variety of channels, including electronic media and intermediaries (e.g., trade associations, state assistance organizations, state agencies, and community organizations).

In reaponse to comments from the state, tribal, and local.agencies, environmental organizations, and the regulated community, OECA has been increasing public access to its federally collected and managed environmental data. OECA has provided expanded access to its Integrated Data for Enforcement Analysis (IDEA) system. OECA worked with the National Technical Information Service to provide mainframe query capability to public users on a tiered access authorization basis (public, state, sensitive information). OECA also worked with the National Center for Environmental Publications and Information to provide user documentation. To make IDEA available to the largest population possible, two approaches were used: Internet and hotlines.

All Compliance Assistance Centers will be operated consistent with the universal and public access standards, and any additional standards established for individual centers.

To help the regulated community to comply with environmental regulations and avoid the need for EPA and state enforcement activity, EPA has partnered with industry, academic institutions, environmental grups and other regulators to establish Compliance Assistance Centers. The centers are now operating to serve four industry sectors that are heavily populated with small businesses that face substantial regulations: metal finishing, printing, automotive repair, and agriculture, and working to meet the applicable standards.

In all enforcement actions, OECA will be legally and technically knowledgeable, courteous and professional, and will work to resolve issues as expeditiously as possible.

Training is available.

STANDARD

RESULT

We will prepare permits that are clear, fair, appropriate, and effective.Our staff will be professional, courteous, knowledgeable, responsive, cooperative, and available.

Surveys of permit applicants and citizens who participated in the permit process have been conducted in Regions 1 and 6 (NPDES) and Region 5 (UIC). The survey will provide data on this standard. A report on the results will be completed in April 1997. Regional Offices will then consider if surveying is appropriate for their permitting programs.

We will work with representatives of delegated programs to continually improve our delegation processes, so that they are as efficient, effective, and nonburdensome as possible.

A survey has been prepared to obtain data on this standard. The survey will be sent to the regional offices for their use in March 1997.

For the regulated community, we will make our permit decision within the time frame that is established for the type of permit requested.

The regional offices will be requested to establish permit review goals for any permits issued and begin tracking performance. This request will be made in March 1997.

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

Specific measurement criteria are being developed.

We will proactively provide our customers accurate, up-to-date, and reliable information, products, and services, including high quality documents and publications.

Specific measurement criteria are being developed.

We will actively listen to our customers’ concerns and needs regarding our services and will develop technical assistance services designed to address those needs and concerns.

The Pesticide Environmental Stewardship Program (PESP) has been working on improving customer service since its inception in December 1994. Last fall, over 50 PESP liaisons were trained in customer service. The training included: (1) service delivery skills; (2) transferring/referring customers; (3) phone skills; (4) active listening; (5) how to deal with challenging customers; (6) delivering bad news; (7) recovering from a mistake with a customer; and (8) what to do when customers are wrong. Each of the PESP Partners and Supporters is given a liaison from the Office of Pesticide Programs who acts as the service representative to the Partner/Supporter. Customer service is the major focus for our liaisons. Additional customer service standards specific to the PESP effort were adopted to deal with Partners/Supporters. To emphasize and practice these customer standards, during the annual PESP Workshop in November 1996, liaisons attended the sessions with their Partner and/or Supporter. We also scheduled other meeting times during the workshop for interaction. The conference evaluations indicate that customer service is of prime importance to our PESP Partners and Supporters.

STANDARD

RESULT

We will ensure that inquiries will be referred to the right office and individual in EPA, or beyond EPA, if appropriate. We will encourage customers to report back on unsuccessful referrals.

Specific measurement criteria are being developed.

We will respond as expeditiously as possible to inquiries for information.

Specific measurement criteria are being developed.

We will strive to make information available through various channels, including electronic media, faxes, and intermediaries such as state assistance organizations, trade associations, and state agencies.

Specific measurement criteria are being developed.

We will recognize and publicly acknowledge the accomplishments of our customers who achieve success in applicable partnership programs.

In December 1996, Hammer Awards were presented to 1,300 companies involved in EPA’s 33/50 program.

We will streamline our customer reporting requirements to be more practical and less burdensome.

To participate in the 33/50 Program, the only requirement was that each company write a letter of commitment to whatever goals the company sets.

We will answer telephone calls within 24 hours of receipt, when possible. If the person receiving the call cannot fully respond, the customer will be forwarded to someone who can.

Staff have been encouraged to meet this standard. Training of staff and measurement of the standard will commence in 1997.

We will try to answer all correspondence within 10 working days of receipt. However, if our customers have raised questions that require extensive research to answer, it may take us longer. If we cannot provide a complete reply promptly, we will contact the customer within the 10-day period to explain the cause of the delay and indicate when a full response may be expected..

Staff are aware of the standard. Marketing of the standard, staff training, and measurement of it will commence in 1997.

We will seek opportunities to involve all affected stakeholders prior to major regulatory or policy decisions.

The Pesticide Program Dialogue Committee (PPDC) was established under Federal Advisory Commission Act. It represents all customer groups and held its first meeting in July 1996. The Office of Pesticides Program (OPP) conducted nine public meetings and 30 site visits around the country relating to the Worker Protection Standard (WPS). Information from these meetings will be used to develop strategies to improve WPS administration.

We will provide clear and accurate information about the policies and procedures for pesticide registrations and re-registrations.

OPP used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

STANDARD

RESULT

We will process applications and complete evaluations as promptly and as efficiently as possible without compromising either scientific quality or health and safety considerations.

As part of its overall streamlining efforts, and in response to the FQPA of 1996, OPP is establishing a new Antimicrobial Division (AD) to manage the registration and re-registration of non-food use products. The AD will pursue an interdisciplinary approach which will allow most registration and re-registration activities to be consolidated within a single division. The AD is expected to be in place by early 1997.

We will ensure that we meet our statutory responsibilities to provide customers with easy access to all available information on pesticides.

OPP used customer feedback to redesign and expand its home page. Information is easily accessible via the Internet.

We will proactively involve states, tribes, and EPA Regions prior to establishing major policies or making major regulatory decisions affecting them.

OPP conducted nine public meetings and 30 site visits around the country. Information from these meetings will be used to develop strategies to improve administration of the Worker Protection Standard (WPS). OPP held a WPS regional conference in November 1996. Information from this workshop will be used to develop strategies and goals for successful WPS implementation. OPP plans to conduct four state-regional conferences to proactively involve states in decisionmaking and priority setting of WPS program goals.

We will undertake periodic surveys to find out what our customers think of our services and how we could make further improvements.

OPP continues to assess customer satisfaction via other mechanisms, including stakeholder meetings and the PPDC.

Treat you with respect and dignity.

NOTE: The EEOC currently distributes a customer service brochure tailored to this specific customer group. This brochure contains Standards for this customer group and has a tear-off comment form. The comment form is not a formal survey of these customers and it does not ask specific questions regarding these published standards. The results are general observations based on the comments received from this customer group.

Look at all the ways we do business and the way we relate to you and others asking for our help. We want to find ways to improve the quality and speed of our services.

In 1994, the Equal Employment Opportunity Commission (EEOC) conducted an in-depth evaluation of charge processing and litigation procedures, including alternative dispute resolution procedures. A wide cross-section of opinion from individuals and groups was obtained. New approaches were implemented in 1995 as a result. Currently, EEOC is soliciting input to assess the implementation of these new approaches.

Involve respondents like you to help us understand what you want, what you need, and what you think about the way we serve you.

In 1994, EEOC conducted an in-depth evaluation of charge processing and litigation procedures, including Alternative dispute resolution procedures. A wide cross-section of opinion from individuals and groups was obtained. New approaches were implemented in 1995 as a result. Currently, EEOC is soliciting input to assess the implementation of these new approaches.

Support our front-line employees by giving them the tools and knowledge they need to provide the best possible service.

EEOC has developed individual development plans for all employees and is focusing training dollars on front line staff, particularly investigative and attorney staff, to improve service.

STANDARD

RESULT

Strengthen our commitment to customer service.

EEOC’s National Labor/Management Partnership Council established a group to focus on customer service activities. The group is evaluating the internal customer-service environment first and will then address external customer service issues.

Respond to telephone inquiries within six business hours.

Export-Import Bank of the United States (EIBUS) responded to more than 90 percent of telephone inquiries within six business hours.

Respond to fax and letter inquiries within two business days.

No report.

Screen 100 percent of incoming applications within three business days and inform customers within 24 hours of any additional material that may be needed.

Standard was met.

Process 100 percent of Letters of Interest for medium-term transactions within seven business days.

Standard was met.

Process 85 percent of short-term applications within two weeks of receipt. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard was met.

Renew 90 percent of our multibuyer insurance policies before the anniversary date. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard was met.

Process 100 percent of all Preferred Lender Program transactions within 10 business days.

Standard was met.

Achieve action on complete applications for preliminary commitments and final commitments under the direct-loan or guarantee programs.

Standard is being revised.

Ninety percent of Loan Committee cases within four weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard is being revised.

Seventy-five percent of Board cases within six weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)

Standard is being revised.

Provide 100 percent of customers with clear reasons for approval or denial within two business days of the final decision.

Standard was met.

STANDARD

RESULT

Acknowledge claims within two business days and inform the claimant of any additional information needed within five business days.

Standard was met.

Present claims for resolution within 30 business days

Standard was met.

Process all cash receipt collections for claims within 20 business days

Standard is being revised.

Respond to 100 percent of public inquiries within 24 hours.

Standard was met.

Provide the customer with clear reasons on 100 percent of final decisions, both approvals and denials, within two business days.

Standard was met.

Address customers’ concerns within two business days of contact.

More than 90 percent of the time, EIBUS staff addressed customers’ concerns within two business days.

You will receive accurate and up-to-date information in response to your questions.

The Call Center’s Expert Advisor System is monitored and updated daily to incorporate new information. Feedback indicates our customers are highly satisfied with our performance.

Full-time bilingual services (English/Spanish) will be provided.

Three full-time bilingual team members not only provide full fluency in English and Spanish but also have extensive and varied backgrounds and experience in technical telecommunications specialties and public affairs. Additionally, the Call Center has on board an engineer fluent in Spanish.

Ordinarily, you will not receive a busy signal when you call our toll-free number. Customers can expect that 80 percent of the time, a call will be answered within 20 seconds. The average time on hold will be no more than 90 seconds.

Between June 1996 and February 1997, the Call Center assisted more than 134,000 customers with an average service level greater than 80 percent and average queue time less than 90 seconds.

STANDARD

RESULT

In at least 80 percent of the cases, telephone service representatives will be able to furnish information to customers in response to questions raised. When Commission subject matter experts must be consulted, call will be transferred directly from the Call Center to a subject matter expert at no additional cost to the caller. Where possible, a call will not be transferred more than once.

Between June 1996 and February 1997 the Call Center assisted more than 134,000 customers. Less than 10 percent of those customers were referred to subject matter experts by the Call Center.

The Call Center will provide headquarters personnel with periodic reports about matters of current interest to the public.

The Call Center routinely provides statistical reports on issues of public concern, making those reports available to Headquarters and via the Call Center Web site. The Call Center has arranged for Headquarters access to its database for on-demand reports.

The Call Center will coordinate carefully and frequently with the FCC Chairman, Commissioners, bureaus, and offices to ensure that the information given to the public is accurate, up to date, and properly presented.

Our User Information Services Plan requires that we meet monthly. In addition, Call Center specialists meet with individual bureau/office staff at least once a month. Also, Commission subject matter specialists are invited to provide seminars, workshops, and training sessions on hot topics or new or novel matters.

The automated call response system will provide information 24 hours a day on the status of pending license applications and other information that can be programmed into the automated system.The Call Center’s Interactive Voice Response System is on-line, providing 24-hour information to Land Mobile and Amateur Radio Services customers. Additional databases are being added to provide efficient and quick service to customers.

Short documents will be available through fax-on-demand by calling 202-418-2830.

Full capability is in place for manual, automatic, and computer-generated faxing, e-mailing, and— when required standard mailing of short documents. The Call Center encourages customers to use the Internet and the FCC Web site. The Call Center’s Web Site is updated every week.

Large documents can be acquired through the International Transcription Service (ITS) by calling (202) 857-3800.

The Call Center refers customers to ITS for large documents. Call Center staff also send some large documents directly to customers, depending on availability. Customers are also encouraged to use the FCC Web site.

FCC forms can be obtained by calling 1-800-418-FORM (3676).

The Call Center provides customers with some forms directly; otherwise, we make use of the FCC forms contractor services. We also guide Internet-using customers to the FCC Web site where many forms are available.

Written information will be transferred electronically to customers via the Internet. Our Internet address is http://www.fcc.gov.

We provide, via fax, mail, and E-mail, copies of public notices, fact sheets, news releases, rules and licensing information, and other entity information touching on telecommunications.

The Call Center database will be user-friendly and comprehensive in the scope of information it contains. The database will be accessible to all FCC Bureaus and Offices.

The database contains large volumes of information, in the form of fact sheets, public notices, rules, and prepared documents, all available to our telephone service representatives for automated mailing, faxing, and e-mailing to customers. We are continuously updating the database.

STANDARD

RESULT

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

Callers indicated that they appreciated the quick call back and the substantive answers they received when the call was returned.

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.

No report.

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.

Callers indicated that they were pleased with the recipient knowing their issues before being transferred.

If you are uncertain whom to call for assistance, you can contact one of our customers service representatives at (202) 418-7096.

The Bureau has released to the public a staff telephone directory listing based on areas of expertise.

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.

The Bureau has been providing information via the Internet.

You can obtain information through the following electronic addresses: Gopher-gopher.fcc.gov or 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.

Customers requested that information that is now on the Internet be placed in a more user-friendly format. This has been done and the Bureau has received compliments on its Internet site.

STANDARD

RESULT

Fact Sheets on cable regulations can be obtained through the use of fax on demand (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, Customer Service Standards, and Contacting the Cable Services Bureau. To better answer your questions, we have established the Cable Information Line (202) 418-2225, which provides general information about cable television regulation. (To receive this information in Spanish, dial (202) 418-2226). Cable information may also be obtained by calling one of our customer service representatives at (202) 418-7096, FCC fax-on-demand at (202) 418-2830, FCC duplicating contractor (International Transcription Service, Inc.) at (202) 857-3814.

Members of the general public and persons involved in cable regulation have expressed their appreciation about the ease with which cable information is obtained. The fact sheets have been described as understandable and very useful.

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.

FCC indicates this standard was met; however, no data are provided to support the statement.

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

FCC indicates this standard was met; however, no data are provided to support the statement.

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

FCC indicates this standard was met; however, no data are provided to support the statement.

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.

Available data will be presented in the final report in August 1997.

Respond within six weeks to nonroutine public initiated items (other than complaints) that are within the Bureau Chief’s delegated authority.

Available data will be presented in the final report in August 1997.

STANDARD

RESULT

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

Available data will be presented in the final report in August 1997.

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.

Available data will be presented in the final report in August 1997.

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

Available data will be presented in the final report in August 1997.

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

Available data will be presented in the final report in August 1997.

We plan to gather and analyze data, and where necessary, reassess this standard.

Available data will be presented in the final report in August 1997.

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

All divisions are maintaining correspondence logs to reference paperwork not associated with a current docket. Items are being logged within the established standard.

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.

The Common Carrier Bureau (CCB) has sought public comment on the creation and/or revision of any bureau forms.

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

CCB has sought public comment on the creation and/or revision of any bureau forms.

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

CCB has sought public comment on the creation and/or revision of any bureau forms.

Return your telephone call within one business day.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

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.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

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

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

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

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

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.

Survey data showed that 95 percent of employees comply with the standards. CCB is looking into a method to formally measure these standards.

STANDARD

RESULT

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

Standard was met.

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

Standard was met.

Provide updated functional listings to the duplicating contractor for distribution.

Updates are under way. Data will be provided in the final report in August 1997.

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

The Formal Complaints Branch of the Enforcement Division has met the standards established for the formal complaint process.

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

The Formal Complaints Branch of the Enforcement Division has met the standards established for the formal complaint process.

Complete processing of informal complaints within six months.

The Consumer Protection Branch of the Enforcement Division has partially met its six month standard. Branch staff members feel that the six month standard is a reasonable goal with the necessary amount of resources. At this time, the number of staff is insufficient to obtain the six month standard. Efforts are under way to increase staff, radically change office procedures, and acquire state-of-the-art automation equipment to facilitate operations and expedite processing time.

We will use negotiated rulemaking, status conferences, or other forums to help narrow issues and develop solutions.

This standard has been met. Status conferences are held as appropriate to narrow issues, develop solutions, and/or inform on the status of a filing.

We will make available electronically and through the copy contractor a list of all pending matters not on an automatic schedule with the name of a contact person.

We are currently working toward making the list of pending matters that are not on automatic schedule available electronically and through the copy contractor.

STANDARD

RESULT

We will respond within four weeks of receipt by the International Bureau (IB) to routine public initiated items (other than complaints) that are within the IB Chief’s delegated authority and do not have to be issued for public comment (e.g., Special Temporary Authority, proformas).

The enactment of the "Grant Stamp Procedure" has allowed this standard to be met.

We will respond within four months of IB’s receipt of noncomplex public-initiated items (other than complaints) that are within the IB Chief’s delegated authority, and for which public notice and comment are needed.

This standard is met in most instances upon receipt, when within the Bureau Chief’s delegated authority and for which public notice and comment are needed. The IB plans to reevaluate this standard.

We will respond within 12 months of IB’s receipt of complex public initiated items (other than complaints) that are within the IB Chief’s delegated authority, and for which public notice and comment are needed.

This standard is met in most instances upon receipt, when within the Bureau Chief’s delegated authority and for which public notice and comment are needed. The IB plans to re-valuate this standard.

For complex items, we will hold a status conference within 30 days of the end of the pleading cycle and as appropriate thereafter to reevaluate the issues.

Status conferences are generally held for complex items within 30 days of the end of the pleading cycle, and as necessary thereafter to reevaluate this issues.

We will provide you with information on the status of pending matters and a contact person within one business day of a telephone request.

This standard has been met. There have been no complaints registered regarding telephone procedures.

We will annually hold roundtable discussions open to the general public to gather recommendations on policies and procedures that should be revised or eliminated.

This standard has been met. During the past years, two major rulemakings that streamlined two main processing areas were distributed and released. These two items, Section 214 Streamlining and Part 25 Satellite Streamlining, were developed in part using the input that was gathered at two of the IB’s roundtable discussions held during 1995. The IB is currently planning another roundtable discussion on Direct Broadcast Satellite issues on April 25, 1997.

We will act on routine applications (except routine high frequency short-wave applications) that are uncontested and need no intergovernmental or interagency coordination within 60 days from the date of the public notice; routine high frequency short-wave applications will take 90 days from the date of the public notice because of required intergovernmental coordination.

On average, routine applications are responded to within 60 days and routine high frequency shortwave applications within 90 days.

If there is a question about your application, we will contact you. If additional information is needed, we will contact you before the comment period is over, consistent with ex parte rules.

The applicant is immediately contacted, always before the comment period is over, consistent with ex parte rules.

We will take action on all properly justified routine Special Temporary Authorities (STAs) within two business days of Bureau receipt.

From the time of receipt, the Bureau requires two business days or less to take action on properly justified, routine STAs.

STANDARD

RESULT

We will make available through public notice a list of necessary conditions for each type of STA.

The Bureau has published a list of conditions to be met for STAs.

We will place all acceptable applications on public notice within 10 business days of Bureau receipt.

On average, the Bureau places acceptable Section 214 applications on public notice within 10 business days of receipt.

We will make earth station-related application forms more user-friendly by streamlining, combining, or eliminating elements.

The Bureau has drafted a Report and Order on Part 25 streamlining procedures and the satellite forms to be released in the fall. The electronic version of the revised forms is currently being developed.

We will establish new procedures within the Bureau so our records and files are complete and accurate.

The Bureau maintains the International Reference Center, which contains all non-docketed public files of Bureau-related matters.

We will set up a reference library that has copies of all bilateral and multilateral agreements to which the FCC is a party.

The Bureau maintains the International Reference Center, which contains copies of all bilateral and multilateral agreements to which the FCC is a party.

If we are out of the office for more than one day, our voice-mail messages will indicate our absence and expected return. Our voice mail messages will specify an alternative point of contact or the option of accessing an operator by pressing zero.

The standard has been met. There have been no complaints registered regarding telephone procedures.

Unless on travel, we will respond to voicemail messages within one business day.

The standard has been met. There have been no complaints registered regarding telephone procedures.

If your question is too complex to be answered at the first contact point, we will transfer your call to an expert in the subject matter. Before we transfer your call, we will determine if the recipient of the transfer is present to take the call.

The standard has been met. There have been no complaints registered regarding telephone procedures.

We will grant routine short-form assignment and transfer applications within five days of filing.

All short form assignments and transfer applications were granted within five days.

We will grant uncontested routine long form assignment and transfer applications within 60 days of filing.

During the first quarter of FY97, 94 percent of uncontested routine assignment and transfer applications were granted within 60 days.

We will dispose of all non-routine assignment and transfer applications within 180 days from the date of filing.

During the first quarter of FY97, 85 percent of nonroutine assignment and transfer applications were granted within 180 days.

STANDARD

RESULT

If there is a matter under consideration by the FCC that may affect the timely disposition of a licensee’s application, we will so inform the parties within the aforementioned processing timeframes.

Any necessary amendments are requested early in the 30-day public notice period to ensure that processing time frames are met.

We will continue to provide brief summaries of licensee obligations and requirements in informational brochures with the understanding that policies are constantly under review.

The Enforcement Bureau provides informational fact sheets, which are updated as needed.

We will develop and distribute an informational brochure of the most asked questions.

The Enforcement Bureau provides informational fact sheets, which address the most frequently asked questions.

We will periodically issue a public notice of policies the Commission is considering for elimination or revision and invite comments.

During this period, 85 notices have been published.

We will respond to petitions for rulemakings in terms of the urgency and complexity of the issue. Issues with opposing viewpoints can take longer to resolve.

During this period, no petitions for major rulemakings were received.

We will make state and local broadcast groups aware of issues affecting small businesses, including opportunities to participate in rulemakings.

The OCBO maintains a mailing list that includes some 1.800 individuals and organizations. Since October 1995, seven mailings have been made.

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

The operating divisions have received no complaints regarding timeliness over the past 6 months.

We will determine if a staff member can address your issue before we transfer a call.

This standard was met.

You will be transferred no more than twice within the Bureau.

This standard was met. The Bureau’s Audio Services Division established a Customer Service Team, which consists of three employees, each of whom is assigned a specific area of expertise. Inquiries are directed to the employee knowledgeable about the specific subject matter.

You will receive accurate and consistent information on FCC policy and rules.

Based on customer feedback, this standard has been met.

We will maintain an enhanced functional listing, updated regularly, of Bureau personnel.

On March 15, 1996, this information was placed on the Internet.

We will provide updated functional listings through the Internet and the FCC copy contractor for distribution.

On March 15, 1996, this information was placed on the Internet.

STANDARD

RESULT

We will prescreen all complaints for merit before action is taken.

After entry into the database, complaints are immediately assigned to an attorney or an analyst to determine warranted action.

As to each such complaint, we will decide whether to investigate within 10 days after the complaint has been received.

Complaints are reviewed within one or two days to determine warranted action.

If we decide to investigate an alleged rule violation based on a complaint, we will send a notice of inquiry letter to the station within 30 days. If we decide not to investigate, we will dismiss the complaint within 30 days.

Database printouts indicate that this standard was met over 90 percent of the time.

We will make information available through Fax-On-Demand at (202) 418-2830, and the Internet.

This standard has been met. The Bureau routinely makes all of its releases available either through fax-on-demand or through the Internet.

We will provide a summary fact sheet of necessary forms and attachments alphabetically by service upon request. A list of forms is available with the associated fact sheets from the Customer Services Division upon request by an applicant.

You will receive your form order as soon as possible after our forms contractor receives your mail or telephone request. The telephone number is 1-800-418-FORM. You also have immediate access to forms through "fax-on-demand" and the Internet. The FCC’s Internet address is: ftp.fcc.gov. The Fax-on-Demand system can be accessed by calling (202) 418-2830.

Form requests are filled promptly by the forms contractor. Ten of the highest volume forms are available through the Fax-on-Demand system. Many of the forms are available through the Internet.

You will receive, along with the application, material that clearly describes how to complete the application form.

Instructional documentation relative to the form requested, as well as fee filing information, is sent with the requested forms.

We will solicit your suggestions for improvement during form preparation.

STANDARD

RESULT

Notices are published in the Federal Register opening a 60-day comment period for any form requiring OMB clearance.

During this period, draft forms are made available to the public for their comment and subsequent form modification ideas.

You will be able to determine the status of your license application and where it is in the process.

Staff has been extensively trained in the use of all licensing databases, thus allowing them to be responsive to customer requests for status information.

Where rules permit, if your application contains errors that can be resolved by telephone, we will telephone you; when not permissible or all errors cannot be resolved by telephone, your application will be returned, but only after a complete review; errors or omissions will be clearly indicated.

Only those application errors which cannot be resolved over the phone are returned to the applicant.

We will process uncontested license applications not requiring international coordination issued by the Bureau within 31 working days of the first legally grantable day.

As now more than 90 percent of all uncontested license applications were processed within 31 working days of the first grantable day.

We will conduct a "grassroots" outreach for your input on rulemaking activities by attending major industry conventions and participating in regulatory panels.

WTB staff attends most major industry conventions and participates on regulatory panels.

We will hold periodic brown-bag lunch meetings on various policy and licensing issues at the Bureau that you can attend. We will announce these meetings by public notice or news release.

The Bureau held three informal discussion brown-bags last fiscal year.

We will have copies of rulemaking documents available on the Internet.

All available rulemaking documents and decisions for publication are posted on the Internet after the decision is released.

We will provide you with consistent and accurate information on the status of pending rulemakings, upon request.

Staff members have received instructions to assist them in responding to inquiries.

We will place copies of all public notices and other informational documents concerning wireless services on the Internet.

The WWW Home Page provides the public with public notices of various fact sheets, "hot topics", and general information on a variety of Bureau and Division activities.

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