STANDARD

RESULT

Knowledgeable and courteous staff, dedicated to effectively meeting your information needs.

Feedback from customers indicates that superlative service is being provided.

Multiple points of access, including telephone, fax, mail, the Internet, and other personal and electronic means.

Points of access are expanding through NAL’s Web page (www.ars.usda.gov) and establishment of the Electronic Media Center.

Books and articles provided in response to e-mail, fax, mail, telephone, TDD, or Ariel (electronic delivery) requests within four days, most within two days.

Ninety percent are delivered within four days.

On-site delivery of material from the general collection within 20 minutes of request.

Ninety-five percent of requests are delivered within 20 minutes.

Delivery of high-quality photocopies, duplicated microforms, or loans of library materials, via the U.S. Postal Service, express mail, or electronic transmission.

We provide electronic document delivery through Ariel, fax, etc.

Response within 10 working days to requests that require library research.

Two biannual surveys indicate that responses to requests are received within the time limit 99 percent of the time.

Reading rooms that provide an environment conducive to library research.

Renovations have been undertaken; these include lighting improvement, roof repair, and new carpeting.

Dependable coin-operated photocopy equipment.

A new copy center was established with better lighting and new state-of-the-art equipment.

Production of AGRICOLA and ISIS, NAL’s bibliographic databases, covering agriculture and related subjects.

Ongoing, within budget constraints.

Extensive NAL collections that fulfill our mission.

Ongoing, with budget constraints.

New products and services developed to meet your needs in response to your suggestions.

Access to ISIS and AGRICOLA is available via the Internet.

STANDARD

RESULT

Innovative programs designed to evaluate and develop new methods for collection, preservation, and information delivery.

A NAL preservation officer was selected, and NAL is now entering the digital preservation arena.

Project results and new program developments communicated through newsletters, press releases, the Internet, and other outreach methods.

Ongoing and expanding via NAL’s Web page.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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.

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.

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. www.usda.gov.

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.

STANDARD

RESULT

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.

Respond to each customer in a courteous and helpful manner.

Economic Reserrch Service (ERS): 91 percent of respondents said that the 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.

Seventy-seven 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.

STANDARD

RESULT

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.

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 every time you contact the Columbus Foundation.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

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

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

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

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

Thorough consideration will be given to every fellowship application received.

Because of the foundation’s narrow customer base, customer service follow-up is done on an individual basis and no statistics are maintained.

STANDARD

RESULT

Bureau of Economic Analysis (BEA) staff will respond to customer correspondence within five business days.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- USAF, and recorded telephone messages at the time of release.

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

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.

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!

STANDARD

RESULT

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 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, or e-mail. www.stat-usa.gov/stat-usa.html.

Specific measurement criteria are being developed.

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 eighteen 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 Gu de 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.

STANDARD

RESULT

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 soon.

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 out with each order. The newsletter announces new SRMs for sale, gives valuable information regarding updates of certificates, and gives general information about SRM and the National Institute of Standards and Technology.

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.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

Applicant notification: Applicants for National Oceanic and Atmospheric Administration (NOAA) grants and cooperative agreements will be notified within two weeks after receipt of the application by the Grants Management Division.

Applicants are notified if they request an application package.

Application processing: Complete fundable applications approved by program offices with funds available will be processed and awarded within 60 days after receipt by the Grants Management Division.

This goal was met in all but a few cases.

Simplified requirements: Application paperwork and budget justification requirements will be kept to a minimum.

Budget justifications have been reduced to the minimum needed.

Responsive communications: Responses to written communications from grantees requesting approval for budget revisions, etc., will be mailed within one month after receipt. Requests for information by telephone or by e-mail will be answered within 24 hours.

We are currently meeting our goal on written communications and working to meet the goal on telephone and e-mail requests.

Recipient training: Annual workshops will be conducted, providing opportunities for NOAA program staff, applicants, and recipients to exchange information and upgrade grants and cooperative agreement administration skills.

Three workshops and one training session are scheduled for this year.

Timely close out: Within 90 days after an award expires and unexpended funds are returned to NOAA, a close-out letter will be issued.

There is an ongoing effort to meet this goal.

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.

STANDARD

RESULT

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

This has been done; most customers receive their orders 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.

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.

We 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 are conducted.

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

We have done this; details are available upon request.

Improved data quality by addressing the accuracy of measurement and the probability that any observation is consistent with this accuracy.

We developed a plan to merge two separate systems for processing oceanographic profile data and institute improved data quality control procedures. The improved procedures will incorporate scientific community recommendations through the World Ocean Circulation Experiment Upper Ocean Thermal Data Assembly Committee.

Improved data continuity by addressing the compatibility between the past and present data relative to a homogeneous and continuous record.

We began testing a document imaging system to improve our ability to maintain data continuity. The ultimate goal is to store metadata in digital image form and link them to the data sets they describe so that users can easily obtain both data and related metadata.

Improved climate and ocean prediction data.

As leader of the Global Oceanographic Data Archaeology and Rescue (GODAR) project, we made a major contribution to increasing the volume of historical ocean data available to climate researchers. The GODAR project has ensured that valuable oceanographic data from Russia, Ukraine, and many other countries are preserved and merged into digital databases. The volume of additional data received by the NODC as a result of GODAR activities will enable NODC in 1997 to produce and release the Global Ocean Database 1997, the successor to the World Ocean Atlas 1994.

STANDARD

RESULT

Improved bases for business decisions through national and international data.

NODC has increased the volume of ocean data easily accessible to business entities via the World Wide Web or on CD-ROM.

Hosting workshops and data advisory groups twice a year.

We were the lead in organizing the National Oceanographic and Atmospheric Administration’s (NOAA) Coastal Ocean Data Workshop March 11-13, 1997, to enable users to help provide guidance and feedback to NODC for setting priorities for management of coastal ocean data and suggest ways to improve data services for coastal data users. About 60-80 scientists and data managers representing all U.S. coastal areas were expected to attend.

Hosting user-based demonstrations and validations twice a year.

Each year, we demonstrate our products and services, including the NODC Web site, at major scientific meetings and conferences such as the Oceanography Society, the American Meteorological Society, and the American Geophysical Union. In September 1996, we sponsored a public open house. A self-guided walking tour through NODC’s new office space in the NOAA Silver Spring Metro Center Complex enabled visitors to learn about NODC’s activities, see live demonstrations of NODC systems, and talk to NODC staff members.

Improving access to data and information via on-line services, as opposed to telephone requests, thus improving response time by one day to two weeks.

In 1996, we began providing on-line access to the NODC Data Catalog via our Web site. Improvements and enhancements are planned to make this system more useful to customers. During 1996, we inaugurated an experimental on-line system called the Global Ocean Observation Database. This system was developed by the NODC Southwest Liaison Officer in cooperation with the Scripps Institution of Oceanography and operates from a server at Scripps.

Providing rapid response to standard customer orders in fewer than 14 working days and rush orders in fewer than five working days.

Most orders for off-the-shelf NODC products such as CD-ROMs are handled within two to three days. NODC customers are consistently complimentary about the speed, efficiency, and friendliness of NODC customer services representatives.

Continuously monitor, analyze, and forecast the environment between sun and Earth, providing forecasts once a day, updated every three hours, and continuous real-time data and nowcasts.

Monitoring, analyzing, and forecasting represents our highest priority. We have never failed to issue a forecast in 32 years. We have been distributing information via the World Wide Web—16,000 hits/day; gopher files are transferred 1,100 files/day; ftp is 800 files/day. We are distributing information via the National Oceanic and Atmospheric Administration (NOAA) Weather Wire Service ( the delay on the order of seconds).

Conduct research in solar-terrestrial physics, developing techniques for forecasting solar and geophysical disturbances.

Solar cycle prediction was based on scientific analysis by international panel; models for using WIND satellite data were developed; auroral oval models and maps were made available; also, we are developing models of the thermosphere, coupling it to the ionosphere.

Improve the timeliness and accuracy of the Library’s data by using new instruments and observing techniques. Incremental increases are marked every solar cycle.

We have received and are using WIND data, Solar and Heliospheric Observatory (SOHO) and YOHKOH Japanese satellite images, etc.; and are distributing information via the NOAA Weather Wire Service; we have alerted high-end customers electronically (fax, e-mail).

STANDARD

RESULT

Take a leading role in advocating and designing new data systems that will fly on government satellites, including three types of sensors on Geostationary Operational Environmental Satellite (GOES), one on Television and Infrared Observation Satellite (TIROS), the future Solar X-ray Imager on GOES, and vital satellite instrumentation at the L1 position.

We have been critically involved with SXI instrument development; have obtained Air Force support for supplying data from Advanced Composition Explorer (ACE); and have improved data acquisition from WIND.

For every manned space flight, provide mission support to protect astronauts from changes in the solar environment.

We supported 11 Shuttle missions since October 1995; and have provided Mir support (since April 1996). Our support allows NASA personnel to be on call in case of an event, rather than standing shifts.

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.

Rush orders are processed at NTIS within 24 hours and are then shipped by express courier. (Note: computer product Rush orders requiring duplication are processed within one to five business days.)

Turnaround time for Rush orders for computer products requiring duplication was reduced to one to three business days.

Regular orders are processed at NTIS within 12 business days and then are shipped by first-class mail or the equivalent.

Regular orders are now processed within three to five business days.

E-mail orders are accepted through the Internet 24 hours a day.

Accomplished.

NTIS representatives are available to assist you by phone or in the NTIS bookstore in Springfield, Virginia, from 8:30 a.m. to 5:00 p.m., EST, Monday through Friday, and for your added convenience, on four federal holidays, Martin Luther King Day, Presidents Day, Columbus Day, and Veterans Day. The phone number is (703) 487-4604.

Accomplished.

STANDARD

RESULT

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.

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 facsimile 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.

STANDARD

RESULT

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.

We will answer your written inquiry within 15 working days.

Anecdotal data and focus group feedback indicate that this is a relevant standard. The monthly agency assessment system data indicate that ED staff and offices exceed this standard and achieve a 12-day average turnaround time. ED is considering updating this standard to 10 working days, and is in the process of conducting a satisfaction survey of its correspondence customers.

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

Baseline customer data indicate that customer referrals remain a relevant standard. The ED standard is based on an open matrix of information services. A mystery shopper survey of all ED call centers shows that 69 percent of calls are resolved within two referrals, 76 percent within three, 94 percent within four, and 99 percent within five. The National Performance Review standard is 85 percent resolution at the first point of contact for call centers dedicated to specific missions. An implementation plan will be undertaken to strengthen ED information systems and to make referrals more targetted, accurate, and responsive to caller needs.

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

Baseline customer data indicate that telephone promptness remains a relevant standard. Data obtained from mystery shopper survey indicate that 55 percent answered within one ring, 80 percent within two rings, 88 percent within three rings, 94 percent within four rings, and 99 percent within five rings. Anecdotal data on voice-mail reply promptness indicate that we are complying with the standard.

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

A customer survey has been approved by the Office of Management and Budget and will be conducted shortly to obtain feedback data. All anecdotal feedback indicate that ED is meeting this standard.

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

No measurement conducted. Anecdotal feedback indicate that ED is meeting this standard. The standard is being reviewed for relevancy.

STANDARD

RESULT

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

Evaluation data indicate that ED is meeting this standard. ED is also writing a performance-based contract for one-pubs distribution. Responsiveness to publication requests will be a component of measurement criteria with which the contractor will have to comply. This contract will also include customer feedback requirements, specific data measurement criteria development, and customer satisfaction.

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

Available data indicate that ED is meeting this standard. See comments relating to previous action taken on publications.

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

This is now ED policy and is under review. This standard will be made a part of the one-pubs contract requirement. The Office of Special Education provides 100 percent compliance with the standard for its customers.

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

This is now ED policy. All data indicate compliance with the standard and customer satisfaction with availability. The one-pubs contract will also make this a criteria. The standard is under review.

We will respond to written complaints within 15 working days.

Internal measurement indicate that this standard is met 100 percent. The standard is now ED policy. It is under consideration for consolidation with the correspondence standard.

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

Anecdotal data indicate compliance with the advisement component of this standard, and mystery shopper referral data indicate compliance with the referral component. The standard may be consolidated with the correspondence standard.

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

We are in the process of reengineering the discretionary grants system based on customer feedback. We accomplished process improvements to comply with customer expectations on timeliness guidelines and criteria for selection. These improvements are now grant policy and procedures. We will continue to seek customer feedback through additional customer surveys.

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

We have made improvements in making timely and accurate information available to both students and institutions in response to their feedback. We are studying further improvements. Applications are on-line via the Internet, and we instituted listservs for institutions and created other feedback loops to allow rapid interaction and turnaround of products and information in response to customer needs. ED’s recent institution of technological enhancements to permit direct customer interaction on-line via the Internet and the Direct Loan initiative are additional examples. We have a system of surveys in place to seek ongoing customer feedback.

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

The standard is now ED policy. All anecdotal data indicate compliance with the standard. This standard is being considered for revision or deletion, but it remains a program office standard.

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

The standard is now ED policy. All anecdotal data indicate compliance with the standard. The standard is being considered for revision, but it remains a program office standard.

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

All grant documents have been changed to reflect these new requirements based on customer feedback. This is now grants policy and procedure. The standard is being considered for revision, but it remains a program office standard.

STANDARD

RESULT

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

Anecdotal data indicate compliance with this standard. The standard is being considered for revision, but it remains a program office standard.

We will provide information that explains the final funding decision.

The standard is now ED policy and all matters related to final funding decisions are made available to grantees. The standard is being considered for revision, but it remains a program office standard.

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

Compliance is now a matter of policy. This standard is being considered for revision, but it remains a program office standard.

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

No report.

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.

STANDARD

RESULT

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 account for limitations of equipment. Marketing of the standard, staff training, and measurement of the standard will begin in FY97.

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

The research organization will issue requests for proposals to all interested parties. The request for proposals will include a tentative timetable for selection process activities so applicants may anticipate when award decisions will be made.

Requests for proposals went to all interested parties and were posted on the Internet. While they did not include a timetable, each provided names, telephone numbers, and e-mail addresses of contact points to answer technical and process/scheduling questions. A help line was also created to provide immediate answers to commonly asked questions.

The research organization will acknowledge receipt of proposals and applications within 15 working days from the cut-off date for receipt. The acknowledgment will include a unique identification number for each proposal and application so that applicants and agency personnel can more efficiently track their status.

The research organization instituted new procedures that enable each grant applicant to be notified in writing of EPA’s receipt of its proposal and the application identification number. Due to the number of applications (2,600 research grants and 1,100 fellowship applications) received within a short time period, the 15 working days remains a goal.

STANDARD

RESULT

The grants management office will conduct the administrative and legal reviews required for proper award and issue the award of grants within 60 days from having received a complete request for funding from the research organization.

The grants management office now has this as an internal standard for all assistance agreements. It completed initial planning for an extensive new automated measurements and tracking system which will ultimately streamline the issuance of new agreements. By working together closely to create the required documentation for FY96 awards, the grants and research organizations significantly decreased the previous average award processing time.

For active grants, the grants management office will process requests for administrative amendments to grants and issue the amendments within four weeks of the receipt of complete requests forwarded by the research organization.

The grants management office retains the goal of processing amendments within four weeks. The planned automated system will be under development in FY97 and will assist in meeting this goal, as will the revised requirements of 40 C.F.R. 30, EPA’s regulations on grants and agreements with nonprofit organizations.

Emphasize program outcomes rather than process.

The Adminstration for Children and Families (ACF) published two editions of Achieving Success, the ACF Report Card. This is the culmination of efforts with our partners and stakeholders to identify performance measures and targets that will drive our programs toward more results-based outcomes.

Provide prompt, courteous service and accessible information.

ACF has conducted two basic surveys: a Partners Satisfaction Survey targeted to 660 grantees to assist in the evaluation of grants performance, and an Office of State Systems sent to 400 state public assistance agencies. The results will provide baseline data for measuring improvements.

Provide technical assistance to help our partners meet program goals.

The Partners Satisfaction Survey has two specific questions to measure customer perception of the quality of technical assistance received. This information will provide the necessary baseline data for measuring improvements.

Your telephone call will be answered promptly during core working hours, usually between 9:00 a.m. and 5:00 p.m. EST. After hours, your call will be received by an automated system. TDD is available for people with hearing impairments.

An automated survey mechanism was approved by the Office of Management and Budget on February 21, 1997. Survey is being conducted March 3 to March 14, 1997.

STANDARD

RESULT

The inquiry specialist will be courteous and helpful. He or she will listen carefully to your request and provide you with the most up-to-date information available. If the information is not readily available, an information specialist will attempt to locate the source and notify you by telephone, mail, or fax.

An automated survey mechanism was approved by the Office of Management and Budget on February 21, 1997. Survey is being conducted March 3 to March 14, 1997.

If your call needs to be addressed in Spanish or by another agency, state office, or local program, we will attempt to refer you to the appropriate place.

An automated survey mechanism was approved by the Office of Management and Budget on February 21, 1997. Survey is being conducted March 3 to March 14, 1997.

All telephone and written requests for materials in stock that do not require special attention will be processed within five working days of receipt.

An automated survey mechanism was approved by the Office of Management and Budget on February 21, 1997. Survey is being conducted March 3 to March 14, 1997.

The system will provide access to multiple health topics, currently over 50 programs or topics. Topics will be continually added and revised.

Presently, the Voice Information System (VIS) is undergoing a major conversion to toll-free access; programs are reviewing the information currently residing on the system. Since the last report, VIS has added new topics including childhood lead poisoning, nutrition and physical activity; and cancer; and population groups like women’s health and adolescents and youths.

We strive to support the system with the latest communication technology for easy customer access and utility.

With the conversion to toll-free service, the Center for Disease Control (CDC) is also taking advantage of new technology to make information easier to access. CDC will add access for rotary callers with speed recognition and access for the hearing-impaired with TDD services; plans are in place to support languages. Once the conversion is completed, there are plans to implement caller look-up for address information to more effectively automate processes like ordering publications. The database will become more "relative," in that there are multiple pointers from within the system to the same information accessed from different topics. This will also mirror Internet information so that the overall information database will become more manageable.

Each program will be custom tailored to provide response quickly and cost effectively, and with the customer’s needs being recognized.

The current system anticipates customer needs and responds with effective programming so that a caller has access to related information.

Customer feedback will be continuous through fax response system.

Customers now have the option to provide feedback on the information and system operations. In the past two years, CDC has received a 95 percent satisfaction rate. The major objection to the current system was that it was not toll-free for the caller. A new contract allows us to provide toll-free service at a cost lower than the previous consumer toll system.

Information will be time sensitive, accurate, and dynamic to meet the public health needs of the customer.

Information is updated on an as-needed basis. CDC updates the fax directory to indicate the last update. This informs the caller of timeliness of the information and makes the operation more efficient because the caller does not have to access the same information repeatedly. Outbreak information is immediate. CDC has designed the system to respond to outbreak situations within three days. The program is written so that information can be injected without additional programming.

STANDARD

RESULT

Staff will be available to assist you during business hours. Our business hours will be prominently posted and noted in our brochures and through other information sources.

The Library announces its hours and services in print publications and on the World Wide Web. New hardware and software for 1-800 number call distribution and for tracking customer service interactions and measuring response time are being installed. The tracking system will assist in gathering of customer feedback, as well.

You will be sent a response to your request within 10 working days after we receive your letter.

Requests for reference service and general information are completed within three days of receipt. The new customer service system will capture the customer interaction and assist in gathering customer feedback.

You will be sent a response within five working days after we receive your request.

E-mail requests are handled within five days of receipt. Transactions will be captured in the customer service tracking system.

If we cannot provide a full response within these timeframes, you will receive from us a confirmation that we received your request, with an estimate of the delay before we can provide the full reply.

No data provided.

You will receive information on how to use our holdings from staff at our Information Desk. Staff will be available to assist you during business hours.

Visitors receive assistance in using Library holdings. New resources are being provided to on-site patrons. Business hours include extended hours on Thursday evenings and Saturday mornings.

STANDARD

RESULT

Invite our partners to collaborate in the development HHS program policies and procedures.

The National Performance Review (NPR) designated the National Institutes of Health (NIH) as a reinvention laboratory. The reinvention laboratory is an open forum, grounded on the important principles that value its employees and their input as well as feedback from the scientific community. The development of program policy and procedures is a continually evolving operation, which continues to rely on the valued input of our research partners. In addition to direct partner participation, comments or suggestions on implemented changes and pilot experiments are welcome and may be e-mailed to dder@nih.gov.

Emphasize program outcomes rather than process.

As NIH continues to undertake reinvention activities and new initiatives, we recognize the need to establish a framework to provide the necessary structure for optimal interactions and complementarity of the various activities. The framework delineates four major goals: maximize scientific opportunities through optimal use of resources, enhance NIH interactions with the scientific community, clarify and streamline the decisionmaking process, and focus internal operations on outcomes and results.

Provide prompt, courteous service and accessible information.

The NIH home page at http://www.nih.gov/ will provide the following information: overview and introduction to NIH; NIH calendar of events, press releases, and special reports; selection of NIH health resources such as CancerNet, AIDS information, Clinical Alerts, the Women’s Health Initiative, and the NIH information index (subject-word guide to diseases and conditions under investigation at NIH); NIH funding opportunities (with application kits), grant policy, and award data that includes access to the CRISP database; scientific resources such as on-line library catalogs and journals, and research training information; and links to the organizations that collectively make up NIH.

Provide technical assistance to help our partners meet program goals.

NIH’s Electronic Research Administration’s (ERA’s) expanded pilot project represents a commitment to improve administrative operations through information technologies and reengineering of processes. A key feature is the idea of maintaining the information requried within a client-service common-file database. This common file is envisioned as the electronic interface between NIH and our partners and the repository for information generated during the life cycle of each award. The database would be accessible to authorized applicants, awardees, and NIH staff, who would review and add information as required. Economies realized through ERA will enhance program opportunities.

Work with our partners to ensure integrity in the use of public funds.

NIH, through intensive participation with organizations that include, but are not limited to, the Federal Demonstration Partnership, Society of Research Adminstration, Council on Governmental Relations, and National Council of University Research Adminstrators, engages in common activities that address accountability and appropriate stewardship of NIH-funded projects. NIH has also begun to engage in the development of compliance agreements and/or corrective action plans to ensure proper management of NIH-funded projects.

STANDARD

RESULT

Assist our partners in developing their own standards of customer service.

NIH has distributed, or will distribute, Service Standards for HHS’s Partnership with its Grantees, at regional and/or national meetings of SRA, COGR, and NCURA, as well as with our partner institutions in the Federal Demonstration Partnership.

Invite our partners to collaborate in the development of HHS program policies and procedures.

SAMHSA grantees were surveyed in 1994 for feedback on program goals and unmet needs; this feedback was incorporated in grant programs in FY96 and FY97; in particular, SAMHSA developed Knowledge, Development, and Application (KDA) programs to get the information the field needs. SAMHSA also analyzes unsolicited correspondence and uses many other means to involve customers in its planning and decisionmaking; conducted field meetings across the country in 1995, to collect customer input for its strategic plan; convened meetings to discuss which issues are most important for the new KDA programs to address; and made its draft strategic plan available electronically and in widely distributed hard copy, asked customers to comment, and revised it substantially in response.

Emphasize program outcomes rather than process.

All SAMHSA programs require outcome evaluations and promulgate standards for outcomes in their announcement documents.

Provide prompt, courteous service and accessible information.

SAMHSA provides clearinghouses, TDD lines, 1-800 numbers, a World Wide Web page, bulletin board service, multilingual access, technical assistance (TA) centers, RADAR network, and other channels to make information accessible. SAMHSA convened focus groups of employees to collect their input and feedback on how to improve SAMHSA and give our customers the best service. A customer satisfaction survey is under development.

Process waiver requests from states as quickly as possible, generally within 120 days.

SAMHSA has asked to review waivers affecting its customers, but does not process such requests directly. SAMHSA customer (partners whose waivers we review) satisfaction survey is under development.

Provide technical assistance to help our partners meet program goals.

SAMHSA program staff, TA centers and other grants and contracts, and other supported services provide TA to our partners to help them reach program goals.

Work with our partners to ensure integrity in the use of public funds.

SAMHSA has developed rules, grants management procedures, requisite financial and progress reports, audits, site visits, and other means to help partners meet integrity standards.

Assist our partners in developing their own standards of customer service.

Because of SAMHSA’s mission to improve substance abuse and mental health services, all of SAMHSA’s TA, grants, and other activities assist our partners in improving customer service. Specifically, customer service assistance is under development.

STANDARD

RESULT

Make federal information relating to substance abuse and mental health readily accessible to the public.

NCADI widely advertises its services through billboard, magazine, radio, and TV public service announcements; distributes over 100,000 catalogs; and offers 1-800-number computer and voice lines, a World Wide Web (WWW) site, and other channels. It received, for example, 16,000 inquiries in February. KEN offers information through a WWW site, 1-800-number bulletin board service and voice line, and other channels. In January, for example, KEN processed 3,000 requests via mail and telephone, 8,000 BBS hits, and 5,600 WWW hits. KEN has produced brochures, promotional pieces, stickers, a newsletter, and fact sheets in its first year of operation.

Keep current on advances in information technologies (i.e., Hardware, software applications, and telecommunications) and integrate these technologies, as appropriate, to enhance responsiveness to customer requests.

The NCADI WWW page won two awards in the last six months, and processed 431 e-mail messages, for example, in January. It provides on-line searchable databases, including services searchable by city, state, and Zip Code. KEN’s award-winning WWW site supports on-line ordering, searchable databases, and links to other sites. Technology is reviewed systematically and annually. A notebook PC with LCD projector enables staff to present on-line demos.

Promote and operate a dedicated incoming FTS 2000 line for TTD access for persons who are hearing-impaired.

This was implemented by NCADI and KEN.

Support special promotions and public education campaigns.

NCADI currently supports the Girl Power Campaign and the Reality Check campaign. KEN supported Communities Together and other outreach activities in its first year.

Treat all our customers with courtesy.

NCADI and KEN personnel receive customerservice training, including courtesy training and anti-stigma training. KEN training explicitly addresses compassion and consumer sensitivity.

Answer telephone calls promptly during core working hours, usually between 9:00 a.m. and 5:00 p.m. EST. Standard information may be provided through automated menu choices, and telephone answering equipment/voice mail shall be used for overflow calls. Requestors shall be called back within two business days.

NCADI calls are answered within four rings; fewer than 15 percent of callers have to wait on hold. Specialists are on duty from 8:00 a.m. to 7:00 p.m.; overnight, a telephone ordering system accepts orders. In January, for example, 31 of these calls required a call back, which was done one day after receipt, with 94 percent of callers reached. KEN calls are channeled through an automated attendant system that permits voice messages; calls are returned the same day or, for after-hours calls, the next day.

Respond within 24 hours to high-priority informational requests (e.g., disaster-related information about mental health services).

KEN provides same-day or next-day (for after-hours calls) responses. Staff members have crisis counseling training and respond to crisis calls appropriately.

Process standard responses within five business days of receipt. Inquiries requiring individualized responses shall be answered within 10 business days of receipt or sooner if specifically requested by the project officer.

NCADI has special staff members to work with federal and media customers. KEN’s standard response to requests is within two days. Customized responses take up to five days.

Ensure high-quality, consistent content, organization, and presentation of information on federal agency servers using established federal standards; and, more important, help users find pertinent information to answer their agency-related questions.

NCADI performs a quality control survey and has a semiannual review done by an evaluation board. KEN staff members participate in ongoing training and frequently review WWW links to other agencies. The database is updated monthly.

STANDARD

RESULT

Policy Development and Research (PD&R) will publish and mail to all organizations on its database a list of topics and research issues that constitute the current research agenda.

The HUD research agenda has been made available on the HUD Home Page on the Internet.

PD&R will utilize the full range of contracting mechanisms to allow participation by all types of organizations in HUD research. PD&R will target a portion of its contracting to organizations that have not traditionally participated in HUD research, including small and minority and women-owned businesses.

In FY96, PD&R used many different contracting mechanisms, including cooperative agreements, grants, and puchase orders. PD&R managed two 8(a) contracts and provided assistance to women and minorities through other programs.

PD&R will continue to clarify and simplify its requests for proposals (RFPs) and hold preproposal conferences whenever necessary.

In FY96, PD&R held several preproposal meetings and solicited brief abstracts to simplify RFPs.

PD&R staff will keep abreast of the latest analytical techniques and research methodologies.

Staff attended 69 training sessions on relevant topics in FY96.

Requests for information, assistance and technology that already exist (not requiring additional research) are met promptly.

Survey data indicate that this standard was achieved or exceeded for all our products and services.

Relevance—the scientific or technical information provided to partners and clients is reliable and meets their needs for the purpose requested.

Survey data indicate that this standard was achieved or exceeded for all our products and services.

Ease of use—the information, technology, training, or technical assistance is easy to use by the target user.

Survey data indicate that this standard was achieved or exceeded for all our products and services.

Overall usefulness: The balance of timeliness, relevance, and ease of use results in the product or service achieving a high level of overall usefulness to the partner or client.

STANDARD

RESULT

Customers will be treated with courtesy.

A customer response card is part of each order mailed from USGS’ Information Services Branch in Denver (5,000-6,000 per month) and the EROS Data Center. For 1996, fewer than 1 percent of the cards returned to the EROS Data Center had negative comments. A new question regarding courteous treatment will be added to the next version of the card sent from Denver, and data will be collected and analyzed.

We will provide technical assistance to customers.

U.S. Geological Survey (USGS) subject matter experts respond to complex technical or scientific requests by fax, e-mail, and telephone contact. Pages of frequently asked questions (FAQS) are now on the World Wide Web, enhancing access to USGS scientific and technical information.

We will resolve our customers’ needs through a single point of contact when possible.

Single-point contacts have been established through 1-800-USA-MAPS and through the "Ask a Geologist" program on the Internet. These help eliminate many transferred phone calls and incorrect referrals. Nine USGS Earth Science Information Centers provide single point of contacts for walk-in, telephone, mail, and e-mail customers.

Customers will be helped as soon as possible.

Walk-in customers’ needs are met promptly. Flexible staffing methods now direct additional personnel to customers needing assistance during peak periods. Facsimile orders sent to Denver for standard products are handled on the same day received. At the EROS Data Center, customer inquiries increased 100 percent in 1996. Response time to customers was maintained by technological improvements to the telephone and inquiry systems.

Telephone calls will be returned by the close of the following business day.

In most cases, 1-800-USA-MAPS calls are answered, or a return call is placed, within one working day. An ABACUS telephone monitoring system has been installed in Denver to ensure that all calls are answered promptly and that voice mail is handled within one working day.

Orders for standard products will be filled in a timely manner.

Turnaround time for customer orders placed with Information Services in Denver was 10 days. Customers have indicated on response cards that this meets their expectations. The EROS Data Center achieved turnaround times of less than one week for digital orders and four weeks for custom aerial photo orders. New inventory management practices and reprint notification procedures improved the availability of USGS map products and reduced out-of-stock maps to under 1 percent.

Timeframes for special services, studies, and interpretive reports will be determined through agreements with cooperators and customers. Once established, due dates will be met unless customers/cooperators agree that their interests would be better served by extending the project or report completion date.

The USGS Water Resources Division provides federal funding for state, county, city, and local entities through the Federal/State Cooperative Matching Program. USGS works closely with these and other cooperators to determine customer requirements and needs and to deliver products on time. The 90 percent renewal level for cooperative agreements in FY96 indicates a generally high level of satisfaction with the services being provided.

STANDARD

RESULT

USGS will continuously improve availability of on-line data to technical and scientific customers and cooperators.

USGS currently has more than 100,000 screens of data associated with its Web site (expanded in 1996). Customers may use a single point (http://www.usgs.gov/) for information on geologic, biologic, water resource, and mapping products and information on services and studies. This information includes publications, fact sheets, and real-time water and earthquake data. WebGLIS is an on-line, interactive source of information about the Earth’s land surface utilizing graphics, forms, and image. Browser functions, providing easy access and ordering capability. USGS offers selected U.S. geodata databases through the Internet, which can be downloaded using anonymous file transfer protocol (FTP).

USGS will continuously improve ease of accessing USGS on-line data, including working toward a goal of single point of entry for data generated by various USGS components.

The USGS home page now provides a single point of entry for USGS data, information, products, and expertise to over 1 million customers a month. Access has been refined by providing customers with the ability to select information by subject area, science program, and type of product.

We will provide access to USGS product and ordering information through 1- 800 numbers and electronic media.

1-800-USA-MAPS is fully operational and interactive with the EarthFax. In 1996, 57,110 callers used this number, an increase of 1,677 calls (3 percent) over 1995 usage. USGS Internet access has been expanded and enhanced with links to ordering and product information, FAQ pages for technical and scientific information, and directly downloadable data (through FTP).

We will work to improve ease of ordering for all USGS products at all ordering sites.

Commercial map dealers are now able to order products electronically from Information Services in Denver, thereby eliminating four to five days of processing time. Facsimile ordering capabilities and equipment have been improved. The number of orders placed by fax increased 60 percent in 1996.

USGS data and reports will continue to meet the most rigorous standards of scientific accuracy and integrity, and be responsive to the user community.For special services and studies, we will establish written agreements with the customer/cooperator describing the nature of services and final products to be provided and establishing any specific standards for that activity.

In addition to its cooperative programs with state government agencies in the Water Resources, National Mapping, and Biological Resources Divisions, USGS establishes memorandums of agreement, memorandums of understanding, and cooperative research and development agreements with customers for specific studies and services.

We will ask for and consider input from our customers regarding our products, programs, and services.

Comments, complaints, or questions on consumer feedback cards receive immediate response and resolution. All data from customer feedback cards are collected and communicated to employees. Walk-in customers are consulted for changes in processes and product accessibility. Commercial map dealers are consulted on an ongoing basis for feedback, process improvement, and other suggestions. In 1996, a map-on-demand customer survey was initiated. Data from this survey are being compiled and will be used in making decisions about future mapping products and their availability. During FY96, USGS held several meetings with federal bureaus and other organizations to discuss accomplishments and future goals of USGS programs. Many of these meetings identified opportunities for collaborative efforts and programmatic streamlining.

STANDARD

RESULT

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.

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.

STANDARD

RESULT

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.

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

All release dates were met except for those affected by the federal government shutdown.

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

All of the listed data sources were improved during this year. An automated fax system was made operational in the national and regional offices by May 1996. This system enables customers to obtain paper copies of BLS information, seven days a week, 24 hours a day. Each month the BLS Web site is accessed more than 500,000 times, a ten fold increase over 1995 usage. The site was enhanced with additional background information and more pre-formatted tables. The Customer Service Guide was updated to make users aware of the new fax system, our expanded Web Site, and our 1996 data release dates.

STANDARD

RESULT

We will distribute data in the form that fits your needs as resources allow. Available formats include the Internet, fax on request, TDD, and print materials such as news releases, reports, bulletins, brochures, and flyers. Some very large data files are also available on CD-ROM and magnetic tape.

All of the listed data formats were available. Through each of our data dissemination systems, we are working to make customers aware of the other ways they can access our data. For example, our press releases include our Web site address.

We will provide you with the name and phone number of a person who can meet your data needs. Our Customer Service Guide includes the names of BLS subject matter specialists. If you ask something we cannot answer, BLS will refer you to someone who can. We want to make your information search as fast and direct as possible.

The updated BLS Customer Service Guide includes more contacts for referral, inside and outside of BLS.

We will help you understand the uses and limits of our products. Call us with any questions you have.

In our continuous customer service survey, 98 percent of the respondents rated the clarity of our explanations as clear or very clear.

We want to meet your needs. If you have comments on our specific products, please call with your suggestions.

In our continuous customer service survey, 98 percent of the respondents rated their overall satisfaction with our customer service as satisfied or very satisfied.

Fill 95 percent of all user requests to the system within 72 hours.

This standard is being reassessed and revised.

Provide for continuous production of geophysical and biophysical data products flowing from the Earth Observing System by the year 2004.

The standard is being met; it remains appropriate and valid.

Establish a nine-month time standard for processing science grants (three months for proposal preparation, four months for review and notification, and two months to disburse funding).

The process is being implemented, and the standard remains appropriate and valid. At Goddard Space Flight Center, it now takes 30 days from PR to award.

STANDARD

RESULT

You will find National Archives and Records Administration (NARA) staff and volunteers available in all offices to assist you during posted business hours. Our business hours will be prominently posted at all sites and noted in our brochures and through other information sources.

NARA business hours are posted in all facilities nationwide, and volunteers are available to assist customers. Pamphlets have been published in several languages for visitors and tourists.

You will be sent a response to your written request about our holdings within 10 working days after we receive your letter. If we cannot provide a full response within that time, we will tell you that we have received your request and tell you how long we expect it will take before we can provide a full reply.

Performance against this standard ranged between 4.98 percent and 99 percent throughout NARA, with the level of compliance depending to some extent on the volume of requests.

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

The overwhelming majority of paricipants rated the instructors as very good or excellent.

You can obtain timely and up-to-date information about NARA, its services, and holdings through the Internet and other on-line services, our fax-on-demand service, through printed publications, or by contacting one of our offices.

This standard was met.

You will be provided with timely information on a daily basis through the Federal Register on the following: presidential proclamations and executive orders; proposed rules and final regulations; public meetings; and federal grants. This information is published in print and in electronic form by the Government Printing Office.

This standard was met.

STANDARD

RESULT

Discuss the problem with the person who served you.

Data not available.

Use our suggestion/complaint comment form (NA Form 14045). You can mail it or drop it in the box provided. Or you can simply write us a letter. If you request a reply, we will provide a response within seven working days.

Data not available.

Speak or write to the supervisor in charge. If we cannot solve your problem immediately, we will provide a response within seven working days.

Data not available.

If you are still not satisfied that we have handled your complaint or provided the service we promised, you can write to the Assistant Archivist for the office with which you have been dealing

Data not available.

Respond courteously and quickly to your requests for information about our grant programs.

Of prospective applicants, 94 percent believe this standard was met.

Be able to describe the programs that best suit your needs.

Of prospective applicants, 78 percent believe this standard was met.

Provide application instructions and forms that are clear and easy for you to use.

Of prospective applicants, 92 percent believe this standard was met.

Offer prompt and thoughtful advice and guidance in preparing your application.

Of prospective applicants, 78 percent believe this standard was met.

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

Of prospective applicants, 90 percent believe this standard was met.

Ensure that the evaluation of your application is fair, expeditious, and informed by the expert judgments of your peers.

Of those surveyed, 81 percent believe this standard was met.

Notify you promptly of the decision on your application.

Of those surveyed, 91 percent believe this standard was met.

Provide substantive reasons for the decision reached on your application.

Of those surveyed, 66 percent believe this standard was met (21 percent have no opinion).

Give you helpful advice, if you are unsuccessful, on revising or resubmitting your application.

Of those surveyed, 51 percent believe this standard was met (37 percent have no opinion) .

STANDARD

RESULT

Provide you with an award document that is clear and easy to understand and that sets forth sensible reporting requirements.

Of those surveyed, 93 percent believe this standard was met.

Provide the names of our staff members who will serve as contacts for your reports and for any assistance you may need.

Of those surveyed, 90 percent believe this standard was met.

Answer promptly and satisfactorily all requests for information on Endowment policies and procedures.

Of those surveyed, 94 percent believe this standard was met.

Read and acknowledge promptly your reports on grant activities.

Of those surveyed, 44 percent believe this standard was met (39 percent have no opinion).

Maintain a professional, helpful relationship with you as you carry your project to completion.

Of those surveyed, 70 percent believe this standard was met (26 percent have no opinion).

We will disseminate information about NSF programs, policies, and practices as widely as practicable among potential grantees.

On a recent survey, 79 percent of grant applicants were satisfied with NSF’s dissemination of information, and 14 percent were neutral.

We will provide electronic versions of information on NSF programs, policies, and practices and will make this information accessible on-line through a variety of methods.

The recently upgraded NSF home page (http://www.nsf.gov) provides extensive information on programs, policies, and practices. Customers can use the Online Document System to search for information and the Custom News Service to set up a personalized profile for receiving news information electronically. Most NSF forms and publications are available on the World Wide Web, and many are available through the mail.

Requests for publications from the NSF Information Desk will be acted on in two days and individuals making the requests will be given instructions on how to access the same information in electronic formats as appropriate.

The Information Center processes approximately 7,000 requests for publications annually. The Information Center forwards requests to Publication Services on the day received, and Publication Services mails about 80 percent of requests within two days. The distribution of print publications is being converted to a clearinghouse operation under a contract that requires mailing within two days and receipt by the requestor within 10 days. Callers to the Information Center are also given the option of receiving the publication by e-mail. If desired, the publication is e-mailed within five minutes. Callers with access to the World Wide Web are told how to access documents on the NSF home page.

STANDARD

RESULT

At the NSF Information Desk, we will handle 90 percent of all incoming telephone calls within 15 seconds. The Information Desks will immediately provide accurate responses to requests for information.

Based on observation over five months, the Information Center answers more than 90 percent of calls within 15 seconds. A monitoring system, scheduled for implementation in FY97, will accurately record the number of calls received, the length of time before the call is answered, the number of people put on hold, and the length of time on hold. Those statistics will help determine further improvements to the Information Center. The Information Center staff supplies quick and accurate responses to even the most unusual questions. They are working to provide one-stop answers to many frequently asked questions that previously were referred to other offices.

We will make program announcements and solicitations available to relevant individuals and organizations at least three months prior to the proposal deadline or target date.

For FY96, 93 percent of program announcements and solicitations were available at least three months prior to the proposal deadline or target date. On a recent survey, 70 percent of applicants were satisfied with the length of time provided, and 15 percent were neutral.

We will specify clearly the guidelines for content and preparation of proposals, the process by which they will be reviewed and selected for funding, and any special award requirements. In our program announcements, we will also provide information to help potential applicants gauge their chances for obtaining funding.

On a recent survey, 78 percent of applicants were satisfied with proposal guidelines, and 12 percent were neutral; 64 percent were satisfied with the explanation of the review process, and 20 percent were neutral; and 37 percent were satisfied with information to gauge chances for funding, and 35 percent were neutral. In FY97, the Director of NSF will issue instructions to program offices on improving these satisfaction levels.

We will be able to tell applicants whether their proposals have been declined or recommended for funding within six months for 95 percent of proposals, unless the program announcement or solicitation states otherwise. We will provide an explanation when this standard cannot be met. (The six months will start at the deadline or target date for submission of proposals or, if no target date is specified, from delivery of the proposal to NSF.)

For FY96, NSF told 42 percent of applicants whether their proposals had been declined or recommended for funding within six months of receipt of the proposal. On a recent survey, 42 percent of applicants were satisfied with the length of time to make a decision, and 17 percent were neutral. Improving decision time has been a management priority over the last two years. As one example of improvement, the Small Business Research program totally reengineered its grant processing, so that 100 percent of proposals were processed within the six-month standard.

We will give applicants a chance to challenge the fairness of the review of their proposals by asking for formal reconsideration. Within 30 days of their request for reconsideration, we will tell them the results in writing or explain why more time is needed.

Every applicant receives a notice that formal reconsideration may be requested if the applicant is not satisfied that the proposal was handled fairly. On average, NSF annually declines over 20,000 proposals but receives only 35 requests for formal reconsideration. A recent survey indicates that 32 percent of applicants were satisfied with procedures for challenging a decision, while 35 percent were neutral. An external advisory group is developing suggestions for improving dialog on award decisions.

For 95 percent of the grants our research divisions recommend making to academic institutions, our grants office will make the awards (or deadline for administrative reasons) within 30 days after the division make its recommendation.

In FY96, the average award processing time for all grants was 14 days. That average includes all types of institutions.

We will provide information that explains our decision at the time of declination or award.

Every applicant receives a description of the context in which the proposal was reviewed from the NSF program officer, along with a copy of each review considered in making the funding decision. A recent survey found that 53 percent of applicants were satisfied with the explanation of the decision, while 15 percent were neutral.

STANDARD

RESULT

We will provide clear and appropriate responses to requests for clarification of award terms and conditions and for administrative or technical advice related to the award activity within a week of receiving the request.

NSF receives frequent formal and informal requests for clarification or advice in a variety of ways including telephone, e-mail, Web pages, regular mail, and during site visits and meetings. In a survey of sponsored research offices, 92 percent agreed that they receive timely, clear, and appropriate responses to their requests for clarification or advice. A recent survey of applicants found that 58 percent were satisfied with NSF’s response on requests for clarification, and 32 percent were neutral; and 62 percent of applicants were satisfied with NSF’s response on requests for administrative or technical advice, and 25 percent were neutral.

We will produce data that are relevant to the needs of the various policy and research communities.

On a survey, customers identified the six topical areas of greatest importance to them. The relevance of data in those six areas was rated "good" or "excellent" by 76 percent to 97 percent of the customers surveyed.

We will publish and meet an annual calendar of publication dates for the results of regular NSF surveys.

Publication dates for regular surveys were published in 1996. Some of those dates have been placed on the World Wide Web to alert customers to the availability of data.

We will make data available over the Internet before its release in printed form.

All 1996 and 1997 statistical reports are on the Internet—many in multiple formats. Most reports were on the Internet before their print release. In 1996, data not previously available in print were released via the Internet. Beginning in 1996, early release tables are provided on the Internet well in advance of final publication.

We will answer your phone calls no later than the close of the next business day.

97 percent of calls were answered on or before the next business day.

We will answer your letters no later than 15 business days after receipt.

95 percent of letters were answered within five business days.

We will publish all competitive research grant opportunities in the Federal Information Exchange (FEDIX) on the Internet at fedix.fie.com or through the World Wide Web at http://www.dot.gov.

100 percent of competitive grants were announced on-line.

STANDARD

RESULT

We will simplify your grant administration tasks by awarding university research grants directly to the grantee, and not through third parties, whenever possible.

There were no reports of grants awarded through third parties.

We will require technical progress reports on new university grants no more frequently than semiannually.

100 percent of new grants were awarded with a semiannual reporting requirement.

We will grant you a waiver under the Office of Management and Budget (OMB) grant administration standards, or will provide you with a reason for denying it, within 15 business days of receiving your request.

100 percent of requested waivers were granted.

We will accept, as part of your grant application, photocopies of valid certifications on file with any Department of Transportation (DOT) office.

There were no reports of applications utilizing this option.

We will connect you with DOT’s technical experts during your research.

100 percent of grants named a technical point of contact.

We will use existing quality controls, such as academic accreditation and peer review mechanisms, when we evaluate your research.

There was no report of deviation from this standard.

We will provide transportation data products for use in teaching and research.

There was no report of requests denied or unanswered.

We will respond to each telephone call received on the Statistical Information Line with the most accurate and complete information we have on the subject of your request. If the information cannot be provided immediately upon request, we will provide an answer within 30 minutes of receipt of your call. If we cannot answer your question completely, we will provide a name and telephone number for the proper contact. If a question requires additional research, we will keep you apprised of our progress.

New published standard. Collecting data for first annual evaluation.

We will mail products within 24 hours of receipt of request. If material is unavailable, we will notify you of the time when you may expect to receive the product.

New published standard. Collecting data for first annual evaluation.

We will respond to all calls for technical assistance within two hours upon receipt of the problem. If we cannot provide immediate resolution, we will keep you apprised of progress being made on the issue.

New published standard. Collecting data for first annual evaluation.

We will resolve customer complaints before the end of the next business day.

New published standard. Collecting data for first annual evaluation.

STANDARD

RESULT

We will keep you informed about new products and services through customer mailings, press releases, trade exhibits, and related conferences.

New published standard. Collecting data for first annual evaluation.

We will seek your input on improving our products by providing a customer comment form with each Bureau of Transportation Statistics (BTS) product in order to tailor our information to your needs.

New published standard. Collecting data for first annual evaluation.

We will provide training to the data user community on the availability, access, and use of transportation statistics, services, and resources available to them from BTS, the Department of Transportation, other federal agencies, and sources outside the federal government.

New published standard. Collecting data for first annual evaluation.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

Accurately publicize selection criteria and processes in the application material.

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

STANDARD

RESULT

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

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

A customer service survey has been conducted, responses have been received, and data are currently being analyzed.

Send a list of recently published books that were researched or written at the Center.

No requests.

Send a list of current fellows and the topics on which they are working.

We routinely fill requests that come in about once a week, and have done so for the last 25 years.

Send regularly a schedule of forthcoming "Dialogue" broadcasts contained in the Center’s Calendar, and provide information on stations and broadcast times in your area.

No requests.

Send subscription information for The Wilson Quarterly .

We immediately receive and fulfill approximately 5,000 requests per year.

Send a catalog describing books published for sale by our press.

We immediately receive and fulfill approximately 100 requests per month.

Send The Woodrow Wilson Center Report.

We immediately receive and fulfill approximately 7,500 requests per year.

Send you the Center’s Calendar describing meetings open to the public.

All recipients of The Woodrow Wilson Center Report also receive copies of the Calendar.

Send you information on how to apply to the competition by which our fellows are selected (each year about 800 applications are received for approximately 35 awards).

Approximately 3,800 requests for information are handled per week. Last year, 650 competition applications were received.

Acknowledge receipt of your application no more than one week after receiving it (deadline for each year is October 1) .

The standard continues to be met.

Ensure that the evaluation of your application is fair.

Notify you by March 1 of the decision on your application.

We routinely meet ths standard.

STANDARD

RESULT

Provide you with grant documents that accurately and clearly state the terms of the fellowship and information about the Center, benefits, taxes, and relocation to D.C.

We routinely met this standard.

Respond promptly to any fellowship-related concerns that arise before, during, or after your tenure at the Center.

We routinely met this standard.

Solicit an exit evaluation at the time of your departure and share your suggestions for improvements with appropriate staff.

We routinely met this standard.