STANDARD

RESULT

In the event of an inmate escape from a federal institution, notify federal and local law enforcement officials immediately and furnish them with the details of the escape and the identity of the escapee.

BOP is in 100 percent compliance with this standard.

At least five days prior to releasing an inmate with prior convictions for a drug trafficking crime or a crime of violence, notify the state and local law enforcement officials of jurisdiction.

BOP is in 100 percent compliance with no significant findings cited in 34 correctional program reviews conducted during FY96.

transfer to a halfway house - upon acceptance at the halfway house with the acceptance date.

.

STANDARD

RESULT

You will receive courteous and professional treatment from DEA personnel.

Specific measurement criteria are being developed.

You will receive a response to telephone inquiries on the date the inquiry is received.

Specific measurement criteria are being developed.

You will receive a response to written inquiries within seven working days.

Specific measurement criteria are being developed.

Guidance you receive regarding interpretation of the CSA and the regulations will be clear and concise.

Specific measurement criteria are being developed.

DEA will be responsive to your concerns and criticisms, and we will continue to work toward streamlining processes wherever possible.

Specific measurement criteria are being developed.

We will exercise discretion in handling sensitive information provided by you.

Specific measurement criteria are being developed.

We will be responsive to your complaints and any suggestions for improving our service, procedures, and performance.

Specific measurement criteria are being developed.

Response time for name searches against criminal histories is and will be five seconds.

The Integrated Automated Fingerprint Identification System (IAFIS) is still under development. We are not yet providing operational services.

Fingerprint identification processing of arrestees is currently done in an average of 74 days from the time we receive the fingerprint card.

IAFIS is still under development. We are not yet providing operational services.

We now process fingerprint identification for employment and licensing purposes in an average of nine days from the time we receive the fingerprint card.

IAFIS is still under development. We are not yet providing operational services.

STANDARD

RESULT

IAFIS will process fingerprint identification of arrestees in an average of two hours from the time of receipt of the fingerprint data.

IAFIS is still under development. We are not yet providing operational services.

IAFIS will process fingerprint identification for employment and licensing purposes in an average of 24 hours from the time of receipt of the fingerprint data.

IAFIS is still under development. We are not yet providing operational services.

Customers will be able to access the system 24 hours a day, seven days a week (currently available).

NCIC 2000 is designed to meet this requirement. Scheduled date for full implementation is July 1999. Statistical data are not currently being collected.

The system will process NCIC inquiries in one second or less. Current NCIC processing time is two seconds.

NCIC 2000 is designed to meet this requirement. Scheduled date for full implementation is July 1999. Statistical data are not currently being collected.

Users will be able to conduct on-line inquiries for information that is now available only through special computer programming.

NCIC 2000 is designed to meet this requirement. Scheduled date for full implementation is July 1999. Statistical data are not currently being collected.

Users will be able to receive photograph and fingerprint images on-line in police cruisers (not currently available).

NCIC 2000 is designed to meet this requirement. Scheduled date for full implementation is July 1999. Statistical data are not currently being collected.

The Crime in the U.S. report will be published in the fall of each year.

Accomplished. Standard continues.

Report updates will be published semiannually in April and October of each year.

Reports were published in May 1996 and January 1997. Internal processes are under review. Standard continues.

The public may obtain copies of these reports for a fee by contacting the Superintendent of Documents, Government Printing Office.

Accomplished. Standard continues.

To receive customized reports, contact the FBI’s Programs Support Section, Criminal Justice Information Services Division, which will facilitate a response to your inquiry as soon as possible in written or electronic form.

Accomplished. Standard continues.

STANDARD

RESULT

Data on 22 crime categories made up of 46 specific crimes will be collected (current system collects data on only eight crime categories).

NIBRS implementation continues; 10 state systems have been fully certified.

Information on every crime will be collected separately (current system uses a summary report, which reports only the most serious crime in a multiple-offense situation).

NIBRS implementation continues; 10 state systems have been fully certified.

Age, sex, race, ethnicity, etc. will be reported for victims and offenders of all crimes, which will allow for better analysis (current system reports this information only on certain crimes).

NIBRS implementation continues; 10 state systems have been fully certified.

System will provide the ability to quantify drug seizures in relationship to drug arrests (currently not available).

NIBRS implementation continues; 10 state systems have been fully certified.

Information will address such issues as hate crimes, white-collar crime, domestic violence, abuse of the elderly, etc. (currently not available in summary system).

NIBRS implementation continues; 10 state systems have been fully certified.

Develop a list that includes contact names and telephone and fax numbers for both duty and nonduty hours.

Measurement criteria are in place. Data gathering mechanisms are being developed.

Disseminate these contact lists to all law enforcement agencies within the District’s jurisdiction by December 31, 1995, with updates as needed.

Measurement criteria are in place. Data gathering mechanisms are being developed.

Prepare guidelines describing INS investigations response capabilities.

Measurement criteria are in place. Data gathering mechanisms are being developed.

Disseminate these guidelines to all law enforcement agencies within the District’s jurisdiction by December 31, 1995, with updates as resource and policy changes require.

Measurement criteria are in place. Data gathering mechanisms are being developed.

STANDARD

RESULT

Exchange intelligence information related to criminal alien activity within the District’s jurisdiction.

Measurement criteria are in place. Data gathering mechanisms are being developed.

Periodically offer formal training on INS law enforcement activities.

Measurement criteria are in place. Data gathering mechanisms are being developed.

Ninety-five percent of all DAG-71 applications for equitable sharing will be acknowledged in writing within 30 days of receipt by the investigative agency participating in the Department of Justice Asset Forfeiture Program.

Specific measurement criteria are being developed.

Ninety-five percent of all forfeited personal property will be sold within six months of the final forfeiture order, and any corresponding equitable sharing payment will be made within 45 calendar days following sale.

Specific measurement criteria are being developed.

Ninety-five percent of sharing applications for cash will be executed within 120 days of the final order of forfeiture.

Specific measurement criteria are being developed.

Investigative agencies will notify requesting state and local agencies within 30 days of any action taken that results in the asset no longer being available for sharing (e.g., asset returned to owner, asset put into official use).

Specific measurement criteria are being developed.

The Department will notify requesting agencies of case dispositions in cases of property in excess of $1 million.

Specific measurement criteria are being developed.

Providing courteous, prompt service. We will process your request for materials within three to five days of receipt.

According to survey results, 98 percent of customers rated courteousness of staff as excellent or good; 94 percent rated timeliness of response as excellent or good.

Meeting your expectations by sending the materials you need in the way you want to receive them. Materials are usually sent by third-class mail. They can also be made available over the Internet through e-mail or through the FTP (file transfer protocol) site. Quick service is also available via fax and commercial carriers on a cost-recovery basis.

This standard was met by making materials available by mail, e-mail, the World Wide Web, fax on demand; and by commercial carriers on a cost-recovery basis.

Offering extras such as hard-to-find information. If an immediate response to your telephone question is not possible, we will call you with additional information and referrals within two business days.

According to survey results, 96 percent of customers rated comprehensiveness of response as excellent or good.

Soliciting your opinions - through user surveys, focus groups, and the NCJRS Consumer Advisory Network - and adapting services to meet your changing needs.

This standard was exceeded by expanding user surveys to include mail, electronic and telephone surveys, as well as the biannual teleconference of the NCJRS Consumer Advisory Network.

Timely information.

This standard was met. The average length of time a customer spends on hold is eight seconds compared to the government standard of 15 seconds.

Accurate information.

According to the survey results, customers consistently receive satisfactory responses (4.57 out of a possible 5).

Efficient service.

According to the survey results, customers found the recorded messages and instructions clear and easy to understand. The Response Center received an average score of 4.40 on a 5-point scale.

STANDARD

RESULT

Professional, courteous service.

The results for this standard show an average score of 4.62 out of 5.

When there’s been a change in the detention status of an offender.

Specific measurement criteria are being developed.

When charges have been filed against a suspected offender, or if any or all charges are dismissed.

Specific measurement criteria are being developed.

When court schedules are changed.

Specific measurement criteria are being developed.

When there’s been a plea agreement and the terms of the agreement. If the defendant either pleads guilty or is found guilty, you have the right to submit an "impact statement" detailing the emotional effects of this crime on your life and the lives of members of your family.

Specific measurement criteria are being developed.

The date set for sentencing if the offender is found guilty, and the sentence imposed. If there is a conviction, you may be notified of changes in the prisoner’s status by the Bureau of Prisons.

Specific measurement criteria are being developed.

To the extent possible, a separate waiting area will be provided for you separate from the offender and defense witnesses during court proceedings.

Specific measurement criteria are being developed.

Emotional support and assistance will be provided to you during court appearances.

Specific measurement criteria are being developed.

Upon your request, you will be assisted in talking with your employer if your cooperation in the investigation or prosecution of the crime causes you to be absent from work; likewise, if the crime prohibits your ability to make timely payments to creditors, assistance will be provided to you in dealing with those creditors.

Specific measurement criteria are being developed.

You will routinely be provided with information or assistance concerning transportation, parking, lodging, translator, and related services.

Specific measurement criteria are being developed.

When needed, you will be provided referrals to existing agencies for shelter, counseling, compensation, and other types of assistance services.

Specific measurement criteria are being developed.

STANDARD

RESULT

24-hour operational capability.

This standard was met 100 percent.

Critical urgent requests within 24 hours of receipt.

Specific measurement criteria are being developed.

Urgent requests within 24 hours of receipts (except on weekends).

Specific measurement criteria are being developed.

Important requests within five working days

Specific measurement criteria are being developed.

Routine requests within 10 working days

Specific measurement criteria are being developed.

STANDARD

RESULT

SEC will provide courteous, timely, and responsive answers to all customers.

Providing courteous, timely, and responsive answers to customers is a critical element in the performance evaluations of SEC employees. SEC supervisors review employee performance to ensure these standards are met. SEC uses a customer survey to obtain feedback on the quality of service the public is receiving.

SEC will make full use of an electronic bulletin board, a toll-free consumer hotline (available 24 hours a day), and an Information Line in the headquarters Public Reference Room to provide information and enable the public to make requests for certain services.

SEC has a Web site, a toll-free consumer hotline, and an information line in the headquarters Public Reference Room which provide users access to agency news releases and announcements; filings by issuers; information on investing wisely; and electronic mailboxes for filing complaints, requesting information, and submitting comments on rulemaking.

SEC publications will be mailed out and telephone calls returned within 24 hours of investor request via toll-free consumer hotline.

SEC has a system in place to ensure that publications are mailed within 24 hours of customer contact when in stock and requested Sunday through close of business Friday. The agency has a system in place to respond to telephone calls for assistance within 24 hours of customer contact.

SEC will provide information in plain English to investors and filers and will encourage the securities industry to do the same.

All of SEC’s informational publications produced since 1995 are in plain English. SEC is distributing a draft plain English handbook to assist filers in creating clear disclosure documents. The agency’s staff are working with the securities industry and filers to provide guidance on how to produce plain English documents.

Staff of SEC’s public reference rooms will assist investors and others in locating and obtaining information and in using the agency’s electronic filing system (EDGAR).

SEC is considering developing a survey to facilitate feedback on the quality of service provided to users of the agency’s public reference rooms.

SEC staff will suggest alternatives or options to customers when SEC is unable to provide direct assistance.

SEC has a system in place to ensure that all investors contacting SEC with complaints are informed by agency staff of what actions they may be able to take on their own.

SEC will acknowledge receipt of investor complaint or inquiry within 30 days.

SEC has a system in place to ensure that all investor complaints and inquiries are acknowledged within 30 days.

SEC will analyze all complaints and inquiries and, on average, will provide investors with a response within 60 days of receipt of the complaint or inquiry.

On average, all complaints and inquiries receive a response in 60 days or less. This information is tracked by SEC information systems.

SEC will inform investors of their rights.

The acknowledgment that SEC staff send to investors regarding their complaints and inquiries, as well as the responses sent to investors after their concerns are analyzed, informs them of their rights.

SEC will obtain comments and suggestions from customers on how to improve or modify SEC’s investor education and assistance program.

SEC sends questionnaires to customers requesting feedback on the quality of service provided to them by SEC staff. The agency carefully considers each comment and suggestion it receives.

SEC will solicit and obtain comments and suggestions from investors, filers, and others via electronic bulletin board, town meetings, advisory committees, surveys and other forums.

SEC uses town meetings, advisory committees, task forces, its World Wide Web site, e-mail, and surveys to solicit and obtain comments and suggestions.

STANDARD

RESULT

We will inform you of every major change in motor carrier regulations by providing you with a copy of, or information describing, the new regulations, or by conducting industry briefings.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will provide information about regulatory changes to trade associations, trade press, and other motor carrier publications.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

You will receive information regarding changes in motor carrier regulations during our on-site reviews of your operations. You will also receive the specific information and materials needed to help you comply with the safety regulations.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

When you call or write to us requesting information, we will provide the information to you within five working days of receiving your request.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will work with state motor carrier safety enforcement agencies to ensure no duplication in the scheduling of on-site reviews.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will review your accident records and provide an accident prevention package to motor carriers that are experiencing accidents regardless of your safety compliance.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

If you are a hazardous materials or passenger carrier and receive an unsatisfactory safety rating as a result of our review, we will conduct a follow-up review within 45 days, as requested, to ensure you the opportunity to remain in business.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

We will periodically collect information from the entire motor carrier industry that will allow us to better serve you. The information request will ask if you are still in the motor carrier business, whether the nature of your business has changed, and how we can improve the information and technical assistance we provide to you.

Preliminary customer input has been canvassed through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

STANDARD

RESULT

We will work with state motor carrier regulatory agencies, insurance companies, trade associations, and other industry groups to identify motor carriers that may not know that they are subject to safety regulations. We will provide these newly identified motor carriers with the information they need to comply with safety regulations.

Preliminary customer input was received through listening sessions and focus groups. This year, standards will be reevaluated to better reflect customer needs and expectations in efforts to refine our strategic plan, develop agencywide performance measures, and achieve the reauthorization of this program’s funding.

The 1996 Emergency Response Guidebook (ERG) will be available in English, Spanish, and French.

The Research and Special Programs Administration (RSPA) and North American counterparts published and distributed over 1.6 million copies of the French, English, and Spanish language editions of the 1996 North American ERG to the emergency response community in Canada, the United States, and Mexico.

We will return your phone calls before the end of the next business day.

100 percent of phone calls have been returned before the end of the next business day.

We will mail training materials and publications within one week of receipt of your request.

Of all training materials and publications, 97.9 percent were mailed within five calendar days in FY96 and 99.6 percent for the first half of FY97.

We will investigate all reports of noncompliance with the Hazardous Materials Regulations and expedite the resolution of violations to protect our nation’s environment and citizens against potential hazardous materials disaster.

We have reduced the complaint investigation time by 22 percent from FY95 through FY96 and are completing these investigations in an average of 78 days from date of receipt.

We will inform you of regulatory changes through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with a selection of information available for downloading.

Regulatory changes are posted on the HMIX within two days of the Federal Register publication date and are available as downloadable files.

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.

In FY96, over 3,500 names were added to the mailing list. Through its distribution network, RSPA distributed over 330,000 copies of its most recent safety alert notice.

We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.

RSPA’s hazardous materials program office conducted the 18 public outreach meetings that were attended by persons from the regulated public. Many issues raised at these meetings were quickly acted upon in regulatory reinvention rulemaking dockets.

STANDARD

RESULT

We will return your phone calls before the end of the next business day.

95 percent of phone calls have been returned before the end of the next business day.

We will inform you of grant awards within 10 days after awards are made.

All award recipients were notified within 10 business days in FY96.

We will provide you with a selection of emergency planning and training information as files available for downloading from the Hazardous Materials Information Exchange (HMIX) bulletin board.

All award recipient files are currently available on the HMIX.

We will mail hazardous materials emergency preparedness curriculum guidelines, training materials, and other safety-related publications within one week of receipt of your request.

All curriculum guidelines, training materials, and publications were mailed within one week in FY96.

We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.

All grant recipients’ names were added to the hazmat mailing list to receive safety-related information.

We will help you assess the content of your selected courses to verify that they will qualify as hazardous materials training under the grant program.

At technical assistance workshops, all of the award recipients who requested assistance received help in assessing the content of selected hazardous materials training courses.

"Urgent" traces will be completed within 24 hours. An urgent trace involves a firearm used in a crime of violence or involves information that is essential to apprehend or hold a suspect or to obtain a search warrant. Time is essential.

In FY95, 60 percent of urgent traces were completed within 24 hours; in FY96, 70 percent were completed within 24 hours. We depend on the cooperation of licensed firearms dealers and others to complete traces. The response times of dealers affect the times it take us to respond to your requests.

We will contact you daily if your urgent trace cannot be completed within the established timeframe.

No data provided.

"Routine" traces will be completed within four weeks. A routine trace involves crimes such as carrying a firearm without a permit, burglary, and firearms trafficking. This category also includes identifying the purchaser of recovered firearms when time is not an essential factor.

In FY95, 97 percent of routine traces were completed within four weeks, averaging 11.5 days; in FY96, 91 percent were completed within four weeks, averaging 9.4 days. We depend on the cooperation of licensed firearms dealers and others to complete traces. The response times of dealers affect the time it takes us to respond to your requests.

STANDARD

RESULT

Customer inquiries will be answered within 24 hours.

This standard was met FY95 and FY96.

We will maintain Administrative Services at a level 4, as measured by the Student Feedback System.

The rating was 4.26 in FY95; it was 4.02 in FY96.

We will maintain Program Services at a level 5, as measured by the Student Feedback System.

The rating was 4.77 in FY95; it was 5.5 in FY96.

We will maintain a rating of 90 percent for customer services as reflected in the 1994 Customer Satisfaction Survey.

In FY 95, 74 percent of the training services were rated at or above 90 percent; preliminary results from the 1996 on-site agency survey show continued improvement, especially in previously identified problem areas.

We will provide 100 percent of the participating organizations’ requests for basic training.

We met the standard in FY95 and FY96. An anticipated increase in basic student training requirements in FY97 should be met through night and weekend training.

Special Agents in Charge maintain ongoing and frequent liaison with U.S. Attorneys in their districts to discuss current or changing prosecution policies. Specific service standards agreements are determined after consultations between the Secret Service and each U.S. Attorney. These standards are tailored to reflect the unique needs of each U.S. Attorney and the respective judicial district. A minimum of 25 percent of all U.S. Attorneys or their designees will be interviewed each year by a representative of the Director of the Secret Service. These interviews will ensure that the needs and priorities of the U.S. Attorney’s Office are being met by the local Secret Service office.

In FY95, 33 percent were interviewed; 26 percent were interviewed in FY96. During FY96, the Secret Service exceeded the standard by 1 percent. The decline in interviews from FY95 is due to campaign-related activities.