Archive

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Document Name: Obtaining Copies of Standards For Serving the American People
Date: 09/01/94
Owner: National Performance Review
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Title: Obtaining Copies of Standards For Serving the American People

Author: National Performance Review

Date: September, 1994

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Vice President Al Gore's National Performance Review

announces the release of

Putting Customers First: Standards For Serving the American People

September, 1994

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Last September's report of the National Performance Review

recommended that all agencies develop customer service standards and

that the standards be published. Within days, President Clinton

issued an Executive Order calling for a customer service "revolution

within the Federal Government to change the way it does business."

(The complete text of the Executive Order is in Appendix A.)

Agencies assembled teams of people from headquarters and the front

lines, people who believed that government can and must provide top-

notch service. The teams began surveying customers and preparing to

publish their service standards.

This document, Putting Customers First: Standards for Serving the

American People, is the result: the U.S. Government's first

comprehensive set of published customer service standards. We will

keep track of our performance against these standards and publish

the results. We are prepared for our customers to judge us on our

performance.

This report presents more than 1,500 customer service standards,

representing commitments from more than 100 federal agencies. This

is the first time most of these agencies have set standards. It is a

major step toward the kind of results-driven government that

Congress described when it passed the Government Performance and

Results Act to promote "a new focus on results, service quality, and

customer satisfaction" in government.

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HOW TO OBTAIN ELECTRONIC COPIES OF PUTTING CUSTOMERS FIRST:

STANDARDS FOR SERVING THE AMERICAN PEOPLE

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World Wide Web

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Putting Customers First: Standards For Serving the American People

is available to Internet users in full hyper- media. The report is

a complement part of the National Performance ReviewÆs recently

released World Wide Web home page "ToolKit."

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URL:http://www.npr.gov/

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Go To Tools

Select Library

Select Putting Customers First:

Standards For Serving the American People

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ELECTRONIC MAIL

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If you have an Internet accessible e-mail address - -

X.400, Delphi, CapAccess, CompuServe, Prodigy,

America Online, etc.- - obtaining the 1994 Status Report is as

simple as sending an e-mail message.

send a one line mail message to:

almanac@ace.esusda.gov

with the following text:

send npr-customer catalog

You will automatically receive a return message

containing a catalog of the individual elements of the 1994

Status Report and instructions for obtaining any of the

documents via electronic mail.

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INTERNET "GOPHER"

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If you currently have access to the Internet, the 1994 Status

Report, as well as other NPR materials, can be found at many

"gopher" locations. One of the best is at:

Americans Communicating Electronically (ACE)

To get this gopher, type:

gopher ace.esusda.gov

From the Americans Communicating Electronically (ACE)

Main Menu, choose:

Americans Communicating Electronically/

National Performance Review Information/

Agency, Executive, and Legislative Action/

Agency Action/

Putting Customers First: Standards For Serving the American

People/

Or look for the information in:

"Other Gopher Information Servers/ North America/

USA/ washington DC/ Americans Communicating

Electronically/ National Performance Review

Information/ Agency, Executive, and Legislative Action/ Agency

Action/ Putting Customers First: Standards For Serving the American

People/

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