Archive
_________________________________________________________________________________
Document Name: Chapter 3: Business
Date: 12/04/95
Owner: National Performance Review
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Reviews federal actions affecting historic properties.
We are committed to providing you with first-class service. When you conduct business with us, we will treat you with courtesy and respect.
Section 106 reviews:
* Review of Section 106 projects will be completed within the time allotted by regulation or sooner.
* Upon inquiry, we will provide information on project status, estimated time needed to complete review, or any associated problems.
* We will clearly explain our project review decisions so you can understand why and how they were made and what to do if you disagree.
* To facilitate better communication, the name of the employee responsible for your project, along with a telephone number, will be on every letter.
Technical assistance:
* We will respond promptly to requests for assistance or advice on federal historic preservation programs and related matters.
* We will provide appropriate referral to other sources of information if the request falls outside the Council's purview or we are otherwise unable to address it.
Education and publications:
* We will continue to produce publications that are written clearly and address the specific informational needs of our customers.
* We will fill requests for individual copies of Council publications or training information within three working days.
* Our publications will be regularly updated to reflect changing laws and regulations, and all publications will have a date of publication on them.
* At present we cannot meet all training demand. We will develop a plan that will facilitate the widest possible geographic and special-interest distribution.
Telephone standards:
* Our telephone system is designed to connect you with the person you called or, if they are unavailable, their voice mail. Telephones will be answered by a person unless all lines are busy. If all lines are busy, you will receive clear instructions for leaving a message. Under unusual circumstances, it may be impossible to answer each incoming call. We are working to improve this system.
* Your phone call will be returned within one working day of receipt.
* We will respond to your telephone inquiries in a pleasant and helpful manner. Immediate, concise information will be provided whenever possible. If such information is not immediately available, you will be informed when you can expect to receive the information.
Agriculture (Department)
Agricultural Research Service
National Agricultural Library
Ensures and enhances access to agricultural
information for a better quality of life.
Staff:
* At NAL you will find a knowledgeable and courteous staff who are dedicated to effectively meeting your information needs.
Access:
* We will provide multiple points of access, including telephone, fax, mail, the Internet, and other personal and electronic means.
* When you request documents on-site, we will retrieve and deliver them within 20 minutes of request. Requests submitted through fax, e-mail, mail, telephone, or Ariel (electronic delivery) will be filed within two days if items are on our shelves; within four days if items are not immediately available. We will respond to you within three days of receipt of request if your request cannot be filled.
* We will respond to or acknowledge receipt of requests for information requiring library research within five work days, most within three work days of receipt.
* NAL will offer a variety of convenient delivery methods--electronic, traditional postal, or express mail. We will provide high-quality photocopies, duplicated microforms, or loans of library materials to meet your needs. Options for delivery will include Ariel, fax, mail, or express mail.
* We will make information accessible through AGRICOLA, NAL's bibliographic database, and ISIS, our on-line public access catalog. We will strive to provide information that is current and thoroughly covers agriculture and related subjects.
* Access to NAL in person will be available 8 a.m. to 4:30 p.m., Monday through Friday, except federal holidays, at the Washington, D.C., Reference Center and NAL's Beltsville, Maryland, location.
Animal and Plant Health Inspection Service
Animal Care
Ensures humane care and treatment of warm-blooded animals that are raised, bought, sold, or transported for research, exhibition, or pet purposes at the wholesale level. Prevents inhumane, pain-producing practices on horses at shows, sales, and exhibitions.
Our commitment to service:
* We recognize that providing quality service to our customers is essential to ensuring the professional performance of our mission, goals, and responsibilities. Educating our customers about our services and regulatory authorities is a component of our animal care activities.
* We value your comments and will use them to measure our performance and improve service delivery. Communication of information and ideas provides for mutual understanding and a shared commitment toward achieving common goals.
What you can expect from us--In serving our customers, we pledge to:
* Carry out compliance activities in a professional and objective manner.
* Conduct animal care inspections in accordance with laws and regulations.
* Be respectful of individuals in the performance of our duties and responsibilities.
* Respond to information requests accurately and clearly.
We value your comments and will use them to measure our performance and improve service delivery. Communication of information and ideas provides for mutual understanding and a shared commitment toward achieving common goals.
Animal Damage Control
Helps solve conflicts between human activities and wild animals.
We strive for the highest possible standards in providing you service. When requesting assistance, you can expect the following:
* You will be provided with accurate information or expert help to resolve or minimize your wildlife conflict.
* Our employees will show respect for people, property, and wildlife.
* Our employees will respect varying viewpoints on wildlife damage management.
* We will use the most humane, selective, and effective control techniques.
* We will conduct activities in a professional, biologically sound, and accountable way.
* Our work will be done in a safe manner and in accordance with all federal, state, and local laws and regulations.
Biotechnology, Biologics, and Environmental Protection
Protects plant and animal health and the
environment.
What you can expect from us:
* Fair and impartial treatment: We treat all our customers--public interest organizations, small firms, large firms, and the public--in a fair, impartial manner.
* Responsiveness: We will answer your correspondence in 30 days or less, with interim responses being provided for complex issues. We will meet or beat prescribed time limits for issuing permits, notifications, and petitions.
* A proactive approach: We strive to find solutions to issues before they become problems. We continually review and update our internal procedures and regulations so that we remain regulatory leaders in the programs we administer.
* Accessibility and openness: Whenever practical, we use meetings, electronic means, and notice and comment procedures to obtain your views, which we use to make program improvements.
* An entrepreneurial approach: We strive to be creative and cost efficient. We constantly seek close coordination and cooperation with other domestic and international organizations with whom we share jurisdiction. We try to be the "best in the business" in what we do.
International Services
Facilitates international trade in animal and plant products and helps to ensure an abundant food supply through helping to prevent agricultural pests and diseases from entering the United States.
We promise you, our customers:
* Professional and courteous treatment: Our employees are knowledgeable and responsive. Your concerns are important to us, and you will be treated in a professional, courteous, and efficient manner.
* Clarity in explaining our position: We will answer your questions in a clear and concise manner. We will explain how decisions were made and convey this information in understandable language.
* Program responses: Our program designs use the latest scientific methodologies. We promise to deliver our services with minimal disruption to the normal daily operations of our customers.
* Transparency and consistency in our regulatory processes: We promise to be consistent and transparent in the enforcement of our regulations.
National Biological Control Institute
Promotes, facilitates, and provides leadership in the use of live natural enemies to reduce populations of pest species.
When you contact us, we will be:
* Courteous and respectful: Your views and needs are important to us, and you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff.
* Fair: Our services will be objective, irrespective of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.
* Clear: We will explain to you what we do, how our programs work, and how you can get our help. If our information is hard to understand, tell us and we will try to make it easier to understand.
* Accessible: We are available to talk to individuals, organizations, and school groups about our services. Contact us by letter, phone, or fax, or through our bulletin board system.
* Ethical: We strive to meet the highest scientific and ethical standards to deliver our products and services to you.
* Entrepreneurial: We will customize solutions to your pest problems through building partnerships, leveraging resources, focusing our efforts, and promoting innovation. If we cannot meet your needs, we will try to put you in touch with someone who can.
* Efficient: Based on your requests, we have assembled several information packets, which are normally provided on the same day as your request. If research is needed to help with your need, we estimate how long it will take. If obstacles are met that delay our response, we will tell you and try to offer alternatives.
* Open: We work for you and continually seek your views, listen to your needs, and take appropriate action based on them. If you are not satisfied with any aspect of our service, tell us so we can correct the problem. If we make a mistake, we will tell you and correct it.
Plant Protection and Quarantine
Protects the health of U.S. plant and animal resources and facilitates their movement in the global marketplace.
We will serve international travelers and carriers by:
* Providing professional and courteous treatment.
* Providing expeditious inspection to the majority of all international travelers within five minutes of luggage claim.
* Answering travelers' questions or concerns before they leave the inspection area.
* Working with other federal inspection agencies, the transportation industry, and facility owners to provide the best in customer service.
We will serve cargo customers and carriers by:
* Providing professional and courteous treatment.
* Providing accurate and complete responses to requests for information within three days.
* Scheduling inspections of perishable cargo within three hours of availability and inspections of other regulated cargo within 24 hours of availability.
* Notifying customers of cargo holds and releases within one hour of inspection.
* Identifying intercepted organisms within four hours at ports where an identifier is stationed and 24 hours at all other ports.
* Communicating "no action required" or "action required" with options and/or our decision rendered within one hour of interception or identification of an organism.
Regulatory Enforcement
Promotes widespread compliance with laws and regulations protecting the health and care of
animal and plant resources.
In fulfilling our mission, we pledge to:
* Carry out investigations in a professional and objective manner.
* Conduct enforcement activities in accordance with laws and regulations.
* Show respect to individuals in the performance of our duties and responsibilities.
* Respond to information requests reliably and clearly.
Economic Agencies
Economic Research Service, World Agricultural Outlook Board, and National Agricultural Statistics Service
Provide information and analyses for improving the performance of agriculture and the well-being of rural America.
We will:
* Respond to each customer in a courteous and helpful manner.
* Accurately direct you to the person or agency with the information you need.
* Provide complete, accurate information about our programs, products, and services in plain language.
* Make it easy to find and order reports.
* Deliver promised information promptly.
* Explain why, when we cannot meet your request.
* Deliver services without discrimination on the basis of race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.
Service you can expect from the ERS-NASS sales desk:
* Your call will be answered promptly and courteously by a knowledgeable operator. Occasionally, the volume of calls may require that your call be placed on hold for a short time, but we won't forget you.
* If you are calling for the first time, the operator will ask for your name and address and will give you a customer ID number to expedite your next order.
* Orders for monographs, electronic data products, and single copies of periodicals will be mailed first-class within five working days.
* Payment choices include MasterCard or Visa, or check or money order (U.S. funds only).
* You will receive two renewal notices before subscriptions expire.
* ERS-NASS operators can answer your questions regarding the current status of your account, including payment, issues due, billing, and other questions. Errors will be corrected promptly.
* You can request expedited shipment of your order via Federal Express at your expense.
Food Safety and Inspection Service
Meat and Poultry Inspection
Ensures that meat and poultry products that cross state borders are safe, wholesome, and accurately labeled.
You can expect FSIS to:
* Be innovative, forward-thinking, and continue to look for ways to improve how we inspect meat and poultry products and protect the public health.
* Provide you with up-to-date information on food safety issues through the USDA Meat and Poultry Hotline (1-800-535-4555).
* Solicit and consider your ideas to assist us in making policy and program improvements.
* Provide uniform inspection in meat and poultry plants across the United States and hold them all to the same high standards.
* Ensure that the meat and poultry products you buy have safe-handling instructions on them.
* Investigate and prosecute people and businesses that violate meat and poultry laws.
* Continue working with industry to improve our current inspection system using new science and technological advances.
Foreign Agricultural Service
Market Development
Helps U.S. exporters develop and maintain
markets overseas for U.S. food and agricultural products.
You can expect FAS to:
* Provide professional, friendly, patient, and polite customer service at all times.
* Endeavor to understand customer information needs, and suggest appropriate materials and sources.
* Make a reasonable and specific promise to customers as to when their questions will be answered or when material will be provided.
* Solicit suggestions, comments, and feedback on our services.
Packers and Stockyards Administration
Grain Inspection
Facilitates the marketing of grains, livestock, poultry, and meat for the overall benefit of consumers and American agriculture.
Each and every customer can expect:
* Courtesy and respect: Your views and needs are important to us, and in return, you can expect professional treatment, objectivity, and confidentiality. You will be assisted by a polite, responsive, and knowledgeable staff person.
* Fairness: Our services will be objective, whatever role you play in American agriculture-- from producer to handler to end user--and regardless of your race, color, national origin, sex, religion, age, disability, political beliefs, and marital or family status.
* Clarity: We will clearly explain to you what we do, how our programs work, and who to contact for further assistance. If our information is unclear, tell us and we will try to make it clearer.
* Accessibility: We are available to serve you and to talk to individuals and organizations about our programs. Just drop by your nearest Grain Inspection, Packers and Stockyards Administration office or contact us by letter, phone, or fax.
* Timeliness: We will provide an official grain inspection and weighing certificate within one full business day after completing your inspection. In our regulatory role, we will respond to your concerns and work to ensure fairness and equity in the marketplace.
* Responsiveness: We will continue to seek your views, listen to your needs, and take action based on them. If you are not satisfied with any aspect of our programs, tell us so we can continue to improve.
Rural Business and Cooperative Development Service
Business and Industrial Loan Guarantees
Guarantees quality loans to help improve, develop, or finance business, industry, and employment and improve the economic and environmental conditions in rural communities.
Our standards for service:
* Provide you with all the necessary advice, guidance, and referral to other credit when appropriate in the preparation of your loan application.
* Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you are considering an application.
* Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.
* Discuss all issues concerning your application with you and the lender within five working days after completion of our review.
* Forward all appropriate documents to the national office within seven working days upon completion of the review.
* Issue the loan guarantee for your loan within two working days from the time the lending institution holds the final loan closing.
* Ensure that phone calls are answered by the third ring.
* Give our name when we answer the phone or write to you.
* Be polite, considerate, open, and honest.
* Respect your privacy.
* Give you the information you need about our services and getting a loan.
* Use the information you give us to help you complete an application package and work with your lending institution.
* Cooperate with any organization or person who has your written consent to act on your behalf.
* Apologize if we get things wrong, explain what happened, and make them right.
* Deliver our services fairly and to the same high standards to all our clients regardless of sex, race, disability, religion, and age.
* If you are a person who is physically or mentally challenged, we can give you extra help within our capabilities.
Cooperative Services Technical Assistance
Provides rural residents technical assistance to form new cooperative businesses and to improve operations of existing cooperatives.
We will:
* Respond to written requests for technical assistance within 30 days of receipt.
* Work confidentially with clients to establish a work plan to best meet the needs and time demands of the client.
* Ensure that at the conclusion of a technical assistance project, all recipients will receive an evaluation survey form to rate Cooperative Services' performance and make recommendations for improvement of Cooperative Services.
Intermediary Relending Program
Provides funding to intermediaries to re-lend to finance business facilities and community development projects in rural areas.
Our standards for service:
* Provide you with all the necessary advice, guidance, and referral to other credit when appropriate, along with our values and beliefs, in the preparation of your loan application.
* Ensure that you are promptly provided, within seven working days, with copies of relevant materials when you notify our State Director that you are considering an application.
* Conduct a review of your loan application to verify completeness and compliance with applicable requirements within 10 working days after receiving the application.
* Discuss all issues concerning your application with you and the lender within five working days after completion of our review.
* Forward all appropriate documents to the national office when required within seven working days upon completion of the review.
* Give our name when we answer the phone or write to you.
* Be polite, considerate, open, and honest.
* Respect your privacy.
* Give you the information you need about our services and getting a loan.
* Use the information you give us to help you complete an application package and work with your lending institution.
* Cooperate with any organization or person who has your written consent to act on your behalf.
* Deliver our services fairly and at the same high standards to all our clients regardless of sex, race, disability, religion, and age.
* Within our capabilities, provide extra assistance you request to address special physical or other needs.
* Apologize if we get things wrong, explain what happened, and make them right.
Rural Housing and Community Development Service
Community Facilities Loan Program
Provides critically needed financing for the development of essential community facilities to public bodies, nonprofit organizations, and Native American groups.
We will:
* Keep our promises and be ethical in our service to you.
* Be polite, responsive, and assist you with a staff knowledgeable of our programs.
* Return your calls in an expedient manner.
* Be accessible and available to talk to individuals, organizations, and groups about our program.
* Give you assistance with your concerns, referring an appropriate source for problem-
solving action when necessary. Our customers will not receive the runaround.
* Respect your right to quality and professional service.
* Treat you just as we would want to be treated ourselves and be fair to all people regardless of race, sex, disability, religion, age, or national origin.
* Be willing to work with you and any persons working on your behalf, and, if appropriate, to cooperate with other lenders or with other federal, state, and local agencies to meet your needs.
* Continually search for customer-related improvements.
* Listen to our customers to ensure RHCDS regulations and forms are customer-friendly and ensure success of the program.
* Efficiently and effectively provide you with assistance.
* Provide technical and professional assistance to our customers.
* Provide you with the necessary information, advice, and guidance on how to access and utilize the Community Facilities program.
* Refer you to other sources of information, assistance, or credit if it appears that you may qualify for alternative sources of programs or funding from commercial, private, or other governmental sources.
* Ensure that you are provided with appropriate forms and materials in five working days when you notify a Rural Economic and Community Development office that you are interested in filing a request for financial assistance.
* Provide assistance in completing all aspects of the application upon your request.
* Ensure that your request for financial assistance is reviewed promptly and that you are notified of eligibility within 45 days after we have received a complete pre-application.
* Provide a professional, supervised credit program to further ensure the success of your project.
Rural Utilities Service
Electric Distribution Loans
Provides financing through insured loans to expand and modernize rural America's electric power infrastructure.
The RUS field representative will:
* Provide advice and guidance to distribution borrowers to help them prepare their loan applications.
* Ensure that the borrower is promptly provided with copies of relevant materials when a borrower notifies the RUS that it is considering an application.
* Conduct a review of loan applications received to verify completeness and compliance with requirements.
* Discuss issues concerning the borrower's application.
* Seek to complete the review within 15 working days after the application is received.
* Forward all completed applications promptly to the Washington office.
Acknowledgment to borrower:
* Within seven working days after the Washington office receives your application, RUS will send you a letter that includes or sets forth the following:
-- The application received date (APR).
-- That RUS will notify the borrower no later than 90 calendar days after the APR regarding the application's status (does not apply to discretionary loans):
-- That updated information may be required at the time of loan approval.
-- That final determination of the interest rate category cannot be made until the time of loan approval.
-- That the borrower is required to notify RUS promptly of any changes in circumstances that may materially affect information in the application.
Second notification to borrower, complete applications:
* Within 90 days of the APR, if the application is complete, RUS will send a letter to the borrower with a copy to any supplemental lender to:
-- Advise that the application appears complete.
-- Verify the amount of the RUS loan requested and the amount of any supplemental loans.
-- Verify the interest rate category for which the loan appears to qualify.
-- Confirm the borrower's election of the call provision for municipal rate loans (prepayment option).
-- Set forth any special conditions that may be placed on the loan, and afford the borrower an opportunity to rectify the cause of the condition.
-- Remind the borrower of its responsibility to notify RUS immediately of any changes in circumstances that might affect its eligibility for a loan, or the interest rate category for the loan.
-- Provide the APR of loans currently being approved in the interest rate category applicable to the loan.
Second notification to borrower, materially incomplete applications:
* Within 90 days of the APR, if the application is incomplete, or if there are other problems, a letter will be sent informing the borrower of the specific deficiencies and requesting that the borrower respond within 60 days.
Final review and approval:
* Not later than 45 calendar days before anticipated loan approval, RUS will notify the borrower and general field representative by telephone to:
-- Give the approximate date when a decision about approval can be expected.
-- Verify and, if necessary, update information previously submitted by the borrower.
-- Inform the borrower of any change in the interest rate category for which it qualifies, and if applicable, request a board resolution to reflect the new terms.
-- Request that the borrower submit certain updated information that will be no older than 60 days at the expected time of loan approval.
-- Remind the borrower of its responsibility to submit information about any changes in its circumstances that might affect its eligibility for a loan, or its eligibility for the interest rate category elected in its original board resolution.
-- Remind the borrower that RUS reserves the right to request additional information necessary to verify eligibility.
Deficient applications:
* Prior to loan approval, if it is determined that the requirements for approval cannot be met based on information submitted by the borrower and other information known to RUS, if the borrower cannot or will not comply with RUS regulations, or if the borrower withdraws an application, RUS will return one copy of the application to the borrower accompanied by a cover letter.
Telecommunications Loans
Provides financing through insured and guaranteed loan programs to expand and modernize rural America's telecommunications infrastructure.
We will:
* Provide prompt, courteous service.
* Deliver service fairly and impartially.
* Respond accurately, clearly, and promptly to your requests for information, guidance, and assistance.
* Send a letter to the borrower within 10 working days acknowledging receipt of the loan application package and, if necessary, request additional information to complete the application. If RUS does not receive the information required to complete the application package within 90 working days from the date the borrower was notified of the information needed, RUS may return the application to the borrower. Returned applications are without prejudice and borrowers may resubmit the completed application.
* Review the completed application and notify the borrower of any recommended changes to the telecommunications system design portion of the application (i.e., Loan Design). If the recommended changes to the Loan Design are significant, loan processing will discontinue until RUS and the borrower agree on all major changes. Additionally, if it is determined that loan feasibility cannot be proven, the loan application will be returned to the borrower with an explanation. A borrower whose application has been returned will have 90 working days, from the date the application was returned, to revise and resubmit its application. If RUS does not receive a revised application within the 90-day period, the application will be canceled, and a new application will need to be submitted if the borrower wishes further consideration.
* Within 90 days of acknowledging receipt of the completed application, inform the borrower of the characteristics of the proposed loan and obtain its concurrence in such matters as the amount of the proposed loan, its purposes, rate of interest, and loan security requirements. Concurrence by the borrower is necessary before RUS can consider the proposed loan for approval.
* Promptly notify the borrower upon loan approval. A letter announcing approval of the loan will subsequently be sent to the borrower.
The General Field Representative (GFR) is the primary point of contact between the borrower and RUS's Washington office for insured and guaranteed loan applications from telecommunications borrowers. The GFR will:
* Provide advice and guidance to telecommunications borrowers to help them prepare their loan applications.
* Ensure that the borrower is promptly provided with copies of relevant materials.
* Review loan applications for completeness and compliance with requirements.
* Discuss issues concerning the borrower's application.
* Promptly forward all completed applications to the Washington office.
Water and Waste Disposal Loan and Grant Programs
Provides loans and grants for economically depressed communities in an effort to improve public health and the overall standard of living and to spur economic opportunity and growth.
The Rural Economic and Community Development's state and district office staff are normally the initial point of contact for Rural Utilities Service Water and Waste Disposal programs. We will:
* Provide you with the necessary information, advice, and guidance about using the Water and Waste Disposal programs.
* Refer you to other sources of assistance or credit if it appears that you may qualify for alternative sources of funding from commercial, private, or other governmental sources.
* Ensure that you are provided with appropriate forms and materials within seven working days when you notify a Rural Economic and Community Development office that you are interested in filing a request for financial assistance.
* Assist you, as needed, in completing your request for assistance in a timely manner.
* Ensure that your request for financial assistance is reviewed promptly and you are notified of eligibility within 45 days after we have received a complete pre-application.
* Provide you with a prompt written response if your application is rejected, and an explanation of your appeal rights.
* Be courteous and respect your privacy.
* Be polite and responsive, and assist you with a staff knowledgeable of our programs.
* Be fair to all people regardless of race, sex, disability, religion, age, or other nonmerit factor.
* Be clear, explain to you what we do, how our programs work, and how we can assist you.
* Be accessible and available to talk to individuals, organizations, and groups about our programs.
* Be ethical and strive to meet the highest standards in providing services to you.
* Be willing to work with you and, if necessary, to cooperate with other federal, state, and local agencies to meet your needs.
* Be efficient and effective in providing assistance.
* Be open, and work with you and seek your views, listen to your needs, and make modifications, if possible, in accordance with Rural Utilities Service policies and regulations.
USDA Service Center
Provides one-stop service for USDA assistance. This is a team approach to delivering farm, rural development, and natural resource services.
* You will be treated with courtesy and respect.
* You will be assisted by a polite, responsive, and knowledgeable staff. If we get things wrong, we will explain what happened and will make them right.
* You will be given prompt and reliable service.
* We want to respond quickly and accurately to your requests for information, loans, payments, and technical assistance. We will put you in touch with the person on our staff who can best handle your request.
* You will be given information that is clear, reliable, and easy to understand.
* We will explain to you how our programs work, what benefits you can receive, whether you are eligible, and how you can apply. We are committed to making sure the information we give you meets your needs. We want to work with you to continually improve the information we give you and the way you receive it.
* You will be given forms that are easy to understand and complete. Our forms are an important way of getting information from you. We want to continually improve them so that they are easy for you to fill out and provide us with the information we need to serve you. When we revise our forms or create new ones, we will consider your suggestions.
* You can expect us to work with related state and local offices. We will work closely with other government agencies such as the Cooperative Extension Service and state and local agencies to ensure that our work is mutually supportive and our policies and regulations are consistent.
Commerce (Department)
Bureau of Economic Analysis
Provides economic data on the U.S. economy and its position in the global market.
BEA's customer service standards spell out what you, the customer, can expect:
* BEA staff will respond to customer correspondence within five business days.
* BEA staff will return customer phone calls within one business day.
* BEA will ship off-the-shelf products within three business days.
* 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 will provide access to news releases on the Economic Bulletin Board (EBB), EBB fax, and recorded telephone messages at the time of release.
Bureau of Export Administration
Export Licensing and Assistance
Manages security-related export trade programs.
Commodity classifications and advisory opinions:
* BXA will provide commodity classifications within 10 business days of receiving a request.
* BXA will provide advisory opinions within 30 business days of receiving a request.
System for Tracking Export License Applications (STELA)
* STELA will give callers a 100 percent accurate response about the status of their license application or commodity classification request.
* The system will be operational 99.5 percent of its scheduled service hours.
* To access STELA from your touch-tone phone, call (202) 482-4811.
Telephone and visitor counseling services:
* You can expect prompt, courteous service and accurate information.
* If your transaction is not within our jurisdiction, you will be referred to the appropriate agency.
* If you request written materials, we will mail or fax them within 24 hours of receiving your request.
Bureau of the Census
Data Users Services Division
Provides a variety of products and services based on Census data.
* 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.
* Shipping orders: We will ship items for off-the-shelf orders within one working day.
* Custom orders: We will ship orders for custom products as stated by the customer service representative.
* Courtesy: Our telephone reference staff will be courteous, knowledgeable, and businesslike.
* Guarantee: We guarantee that you will be happy with our product or you can return it for a full refund within 30 days.
* 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.
Foreign Trade Division
Provides accurate and current information about U.S. foreign trade activity.
Telephone inquiries:
* We will answer every phone call (responses may be delayed on the day statistics are released).
* We will be courteous.
* We will provide the most current information on U.S. foreign trade to meet customer needs.
Customized tabulations:
* We will process most orders for customized tabulations and provide the results within 48 hours after we receive them. (During press release times, results will be provided within seven days.)
* We will thoroughly explain the content of available databases and the cost of report options.
* We will charge you no more than the cost of doing the customized work.
Standard subscriptions:
* We will offer you a standard subscription if it is appropriate to your request for foreign trade information.
* We will thoroughly explain the content of the subscription products and the cost of report options.
* We will mail your subscription each month as soon as the foreign trade statistics are released:
-- user-selected commodity reports on the day of release,
-- press release and supplemental data (FT-900) on the day after release, and
-- detailed CD-ROMs and other standard tabulations within seven days.
Economics and Statistics Administration
STAT-USA
Produces, distributes, and assists other government agencies in producing world-class business, economic, and government information resources that U.S. businesses and the public can use to make intelligent and informed decisions.
Files on the Economic Bulletin Board (EBB) and STAT-USA/Fax:
* We will post all files with official release times on the EBB and STAT-USA/Fax within 30 minutes of receipt from the originating agency.
Order fulfillment:
* We will ship in-stock CD-ROM orders within one business day after we accept the order.
* If we do not ship your order within one business day of acceptance, we will, upon request, provide you with a free CD-ROM or extend your order by one month.
* Users who order a new EBB or STAT-USA/Fax subscription with a valid credit card over the phone will receive a user ID for immediate access during that phone call.
* STAT-USA/Internet subscriptions will be valid within four hours of the phone call.
Technical assistance:
* All technical assistance calls will be resolved within four business hours. If the problem requires more time to resolve, we will keep you posted of our progress.
* If you forget your EBB or STAT-USA/Internet passwords, please give us 24 hours to identify it. We will call the owner of the account back with the information.
* We will do our best to answer your questions. If we do not know the answer, we will direct you to someone who does.
Billing:
* For our EBB subscription service, we will include renewal charges in your trimester bill. You will have 30 days after the date of the first bill to return payment to us. If you cannot return payment to us within this time period, we reserve the right to deactivate your account. However, please contact us if you need additional time, and we can extend the grace period.
* For all other subscription services, you will receive a reminder to renew the subscription roughly 45 days in advance of the subscription expiration date. If we do not receive payment from you, we will stop the subscription.
* All billing and fulfillment problems will be resolved within two business days. Billing and fulfillment personnel will be available for direct phone support between the hours of 10 a.m. and 4 p.m. EDT each business day.
You can expect us to:
* Give you our name when we answer the phone or write to you.
* Be polite, considerate, open, and honest.
* Give you accurate information about our products and services.
* Apologize if we get things wrong, explain what happened, and make things right.
* Deliver our services fairly and to the same high standards to all our clients, regardless of sex, race, disability, religion, and age.
International Trade Administration
Encourages, assists, and advocates U.S. exports; ensures U.S. business has equal access to foreign markets; enables U.S. businesses to compete against unfairly traded imports.
Trade Information
We will:
* Provide a 24-hour toll-free number, 1-800-USA-TRADE, for your use in requesting information.
* Provide the information you seek the first time you call. If we can't provide the information you seek at the time of your call, we will let you know when to expect our response.
* Offer a choice, whenever possible, of your preferred information format and method of delivery. Options may include hard copy publication, electronic format (e.g., NTDB on CD-ROM or Internet), and fax-on-demand.
* Use your feedback to tailor our information to your needs.
Trade Promotion and Exporter Services
We will:
* Refer you to the appropriate specialist promptly and accurately.
* Inform you when to expect delivery of a product or service that you request.
* Tell you immediately about any fees relating to a product or service that you request.
Fair Treatment Under U.S. Trade Laws
We will:
* Provide you with simple guidance for filing a petition or a zone application.
* Provide a point of contact when you file an Anti-Dumping/Countervailing Duties (AD/CVD) petition or a zone application. You can receive status on your filing during our business hours (8:30 a.m. to 5 p.m.).
* Make available public case records on any AD/CVD proceeding in our Central Records Unit or provide a copy of the record at cost when you call (202) 482-1780.
* Provide you with a preliminary determination on an AD/CVD petition within 120 days, barring extraordinary circumstances.
Minority Business Development Agency
Ensures that entrepreneurial and business talent in minority communities is used for the benefit of all Americans.
Our customer service standards:
* We will provide you with all of the information you may need to understand MBDA programs and other minority business development programs that may help you.
* We will respond to telephone calls by saying at a minimum, "good morning (or good afternoon), MBDA, may I help you?" Telephone inquiries will be returned within 24 hours.
* We will respond to written inquiries within six work days or within the timeframe specified by the writer. Responses will be clear and concise.
* We recognize that our relationship with funded organizations needs improvement. Therefore, we are committed to the following:
-- more frequent training of regional staff who are responsible for starting the new and renewal processes for awards. This will assure that awards are processed correctly and in a timely manner to preclude loss of continuity within the service area.
-- resolving all conflicts or disputes in a professional and cooperative manner.
-- not requesting funded organizations to perform tasks that are not part of the approved award document.
-- applying performance standards in a consistent and standard manner with no exceptions.
* We will ensure all employees receive training on understanding the importance of customer service standards.
* We will conduct annual surveys among employees to collect innovative ways to better serve our customers.
National Institute of Standards and Technology
Malcolm Baldridge National Quality Award Program
Manages the Malcolm Baldridge National Quality Award (MBNQA) recognizing U.S. organizations for business excellence and quality achievement.
Office of Quality Program (OQP) is working to continuously improve to meet our mission, achieve our vision, and operate by our core values. We have developed the following key customer service standards:
U.S. organizations and citizens:
* We work to provide accurate, timely support and easily accessible documents. In response to requests for information, we will mail preprinted materials within one business day.
MBNQA applicants and pilot program participants:
* To offer timely and useful feedback to applicants, we will provide each applicant with a Feedback Report within 60 business days of the official notification that it has won the Award or that the company will not continue to the next stage of review.
MBNQA program volunteers:
* We deliver valuable training and timely answers to questions. Examiners and evaluators need adequate time to provide a quality review of applications.
* To ensure sufficient time to review applications, we will provide Examiners and evaluators with initial Stage I assignments in time to allow a minimum of three weekends for review.
State and local networks:
* OQP sponsors a two-day annual state/local workshop and a special state/local session during the annual Quest for Excellence Conference.
* To promote in-depth understanding of key award processes, workshop attendees are organized into focus groups. Focus groups share their findings and respond to questions.
National Voluntary Laboratory Accreditation Program
Provides world-class accreditation services in the testing and marketing services market.
Our commitment to you:
* As an accredited laboratory, you will receive a certificate of accreditation that attests to the fact that you have been assessed to the requirements of ISO Guide 25, an internationally recognized guide to the determination of competency of testing and calibration laboratories.
* You will also be certified as having met the relevant requirements of ISO 9002 as a supplier of test or calibration results.
* You will also receive a scope of accreditation that lists all of the test methods or calibration capabilities, including best measurement uncertainties, for which you have been accredited.
* We will make every attempt to improve the quality of our services to you on a continuous basis.
* We welcome your input as to ways in which we can better serve you through any of the communication modes that are listed in our brochure.
* We will work to obtain international recognition of the NVLAP program so that tests or calibrations performed in your laboratories will be recognized in the international marketplace.
Standard Reference Materials
Develops and distributes Standard Reference Materials (SRMs) for use in the control of production processes and in measurement assurance programs.
* We will deliver SRMs to you within 24 hours of order upon request.
* Your call to order SRMs will be answered within 30 seconds.
* We will work with our customers to ensure that SRMs:
-- permit you to attain more accurate
measurements;
-- serve as an industrywide standard for commerce; and
-- are highly characterized materials useful to science, industry, and government.
National Oceanic and Atmospheric Administration
Aeronautical Charts and Related Data
Provides aeronautical chart products and services.
We promise:
* To provide you with products with no defects.
* To work closely with the Federal Aviation Administration and the Defense Mapping Agency, through the Interagency Air Cartographic Committee, to maintain and develop aeronautical chart specifications for your existing and emerging charting needs.
* To preserve our perfect record of meeting all print cycles and to continue to meet our high-quality printed image standards of +.003 accuracy.
* To deliver aeronautical and nautical products to you who are our domestic customers within two weeks of receiving your order.
* To ensure we have appropriate stock quantities of products, while minimizing costly condemnation of obsolete products.
* To reply to your inquiries in a timely manner by:
-- responding, the same business day, to your telephone inquiries about obtaining our products;
-- responding to your recorded messages on our 24-hour toll-free customer service lines within three working days; and
-- responding to written correspondence (other than orders for products) within three weeks.
* To promote our understanding of your needs and your awareness of our products and services by:
-- continuing to hold a workshop for NOS Chart Agents approximately every 18 months;
-- actively participating in a wide variety of conferences, committees, and workshops;
-- marketing our products and services at air shows and technical conferences;
-- conducting professional surveys as needed; and
-- continuing our outreach program to aviation schools, flying clubs, and the general public.
* To always be polite, considerate, and honest, and to ensure that our products and services meet or exceed your expectations.
* To apologize to you when things go wrong, explain what happened, and do our very best to correct the problem promptly.
Geodetic Data and Related Products
Provides geodetic data, aerial photographs, applications software, and related publications and services.
We will be:
* 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.
* 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.
* Delivering geodetic data products to our domestic customers within one week of receiving your order.
* Ensuring that we have appropriate stock quantities of products.
* Responding the same business day to your telephone requests for our products.
* Responding to your telephone messages within one working day.
* Supporting professional workshops on geodetic surveying and related activities nationwide through cooperative arrangements with universities, professional societies, and state license boards.
* Participating in a wide variety of conferences, committees, and technical workshops.
* Continuing our outreach program to schools, professional societies, and the general public.
* Being polite, considerate, and honest, and ensuring that our products and services meet or exceed your expectations.
* Doing our best to correct a problem promptly if things go wrong.
National Marine Fisheries Service
Responsible for the stewardship of the nation's living marine resources.
We will provide service by:
* Developing, evaluating through client testing, and implementing more efficient and easy-to-use data access technologies such as menu-
driven computer interfaces and facsimile transmissions of perishable data.
* Developing new statistical databases and reports driven by analyses of customer requests obtained through symposia and workshops.
* Including stakeholders in the development of new statistical data collection systems, including long-range strategic planning efforts for fisheries statistics in partnership with our state and federal counterparts.
* Regularly polling user needs and customer satisfaction through customer surveys; and participation in or conduct of workshops, advisory panels, or committees on statistics.
* Maintaining multiple oral and written, in-person and electronic means of communication to our users, such as newsletters, electronic mail forums, and face-to-face meetings, to promote a healthy dialog and hear the voice of our customer.
National Weather Service
Works to protects life and property and enhance the national economy.
* State-of-the-art equipment and technologies allow NWS to operate the most advanced weather and water forecast and warning system in the world.
* We continue to increase advance warning times for severe weather. Currently, warnings of less than 10 minutes are typical for thunderstorms and tornadoes. With new technologies and increasing numbers of better-trained hazardous weather spotters, as much as 30 minutes' warning may be possible before the severe weather occurs.
* We issue routine forecasts every four to six hours, but we continuously update and amend our forecasts and warnings during changing weather.
* Our goal is to work with the private sector to make NOAA Weather Radios as common as smoke detectors--to place NOAA Weather Radios wherever people congregate, including all schools, hospitals, and nursing homes, to provide weather warnings, which can save lives.
* New technologies are being developed for
persons with disabilities such as the hearing-impaired.
* Development of new products and services based on user requests and requirements is a top priority.
* We have improved long-range forecasts, better serving the general population and America's agricultural, transportation, and other economic interests.
NOS Nautical Charts and Related Products
Provides information, data products, and services to apply scientific understanding to the nation's coastal, marine, and air navigation environment.
As our customers, you have a right to expect nautical charts that:
* Meet your needs, not ours.
* Are accurate.
* Are updated to the time of sale.
* Are fairly priced.
We will:
* Assess customer satisfaction and develop plans to improve customer satisfaction.
* Market our chart products and services at boat shows and technical conferences.
* Continue our customer outreach program at major port cities nationwide.
* Respond the same day to your telephone inquiries.
* Respond within one week of your written correspondence.
* Always be polite, considerate, and honest when communicating with you.
* Ensure that our products and services meet or exceed your expectations.
* Work closely with the International Hydrographic Organization and U.S. federal agencies to ensure that uniform surveying and charting standards are adhered to in our products.
* Actively participate in national and international conferences, committees, and technical workshops.
National Technical Information Service
FedWorldTM On-Line System
Acts as an information clearinghouse.
* Your access to FedWorldTM will continue to be provided at no charge.
* Products you order by credit card for downloading will be delivered within 30 seconds.
* Your calls to the Help Desk will be answered by a person, not a recording, 24 hours a day.
* We will continue to make information accessible in whatever electronic formats meet your needs and expectations.
National Telecommunications and Information Administration
Promotes the use of telecommunications and information technologies in the public and nonprofit sectors.
* National Telecommunications and Information Administration (NTIA) will make all publicly available information accessible as hard copy and through free-of-charge electronic services.
* Information will be made available electronically at the same time it is released in print.
* All information posted electronically will be timely and accurate.
* NTIA staff will assist you with any problems or questions you may have with use of our electronic services.
* NTIA will monitor usage of its electronic delivery services to ensure that they are reliably available and capacity is sufficient to minimize delivery time to you.
Office of Small and Disadvantaged Business Utilization
Helps small, minority, women-owned, and 8(a) concerns locate suitable contracting opportunities.
Our customer service standards are:
* We will always be courteous, polite, forthright, and respectful.
* We will answer your phone calls promptly.
* We will provide you with information that is accurate, current, helpful, useful, relevant, and timely.
* We will answer your letters and inquiries within five days.
* We will be prompt and well-prepared for our scheduled appointments.
* We will provide you with specific information that is most useful to you.
* We will always provide you with the name and telephone number of the person who can assist you.
* We will apologize to you if we make an error, explain what happened, and then make things right.
Patent and Trademark Office
Examines and issues patents and trademarks.
* We will treat our customers with courtesy each time they contact us and, if appropriate, will direct them promptly to the proper office or person.
* If an employee being called is not available, the employee will return the call by the next business day or, if requested by the caller, an alternate point of contact will be provided.
* We will ensure that our written communications clearly set forth the technical, procedural, and legal position of patent examiners and trademark examining attorneys.
* Our correspondence with customers will be legible and of good print quality.
* We will widely disseminate information about changes in practice and procedures to ensure that both employees and our customers know about changes prior to their effective date.
* We will respond to status letters within 30 days from the date received.
Patent standards:
* We will deliver facsimile transmission of properly addressed papers marked "Informal" or "Draft" to the examiner within one business day. 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.
* We will correctly generate and mail a notice indicating the application number, date of filing, and the title of invention for complete, standard applications. These notices will be mailed within 19 calendar days of receipt of the application.
* We will conduct a thorough search of relevant U.S. patents, foreign patent literature, and non-patent literature contained in our search files and, where appropriate, a reasonable search of other non-patent literature during the patent examination process.
Trademark standards:
* We will correctly generate and mail filing notices within 30 days of receipt with a goal of reducing the processing time to 14 days by September 30, 1995.
* We will examine new applications and provide a written first communication regarding registration within three months of the filing date.
* We will make a determination of the registrability of trademarks within 13 months of receipt of the application in the PTO.
* We will issue correct Notices of Abandonment within 45 days of the date the file was abandoned.
* We will issue correct Notices of Publishment within 30 days of the date the file is approved.
* We will mail correct certificates of registration within seven days of the date of registration.
Defense (Department)
Defense Finance and Accounting Service
Serves as the central financial and accounting office for the Department of Defense.
In our invoice processing and disbursal operations, we will provide prompt and accurate service for contractors/vendors.
* We will pay standard commercial invoices in 30 days.
* We will make progress payments in five to seven days.
* We will pay cost vouchers in 12 to 14 days.
* Interest penalties will be paid below .02 percent of dollar value of payments. We will take cost-effective discounts (discount payment terms less than 30 days when beneficial to the government).
Defense Logistics Agency
Defense National Stockpile Center Sales
Conducts sales of metals, minerals, and materials in excess of strategic requirements.
* We will answer customer telephone inquiries quickly and efficiently. The goal is to answer them no later than the next business day.
* We will answer mail inquiries within three business days.
* We will notify depots the same day that an award is made. This enables the depot to immediately prepare goods for shipment with a goal to have material ready for shipment within two business days of the award.
Energy (Department)
Economic Productivity Business Line
Office of Research and Development Management
Develops integrated program plans that improve partnerships in a measurable way; works with public and private business networks to reach small businesses; streamlines the partnership process by reducing cycle time, cutting red tape, and being more responsive to customer needs and expectations.
* Effective immediately, Cooperative Research and Development Agreements will be processed in less than 16 weeks on average.
* Effective immediately, we will devote no less than 15 percent of the department's research and development resources toward partnerships with the private sector.
* Increase grants to minority education; increase contracts with small, minority, and women-owned businesses.
Energy Resources Business Line
Office of Energy Efficiency and Renewable Energy
Advances the nation's capability to deliver clean, efficient, reliable, equitable, and cost-effective energy services to the American people.
* Establish 12 new Cooperative Research and Development Agreements with the automotive industry to develop cleaner cars, with the goal of increasing transportation energy efficiency, lowering air pollution levels, and reducing the nation's dependence on imported oil, by October 1995.
* Implement climate change programs to reduce domestic greenhouse gases by 4 percent by the year 2000.
* Provide funds for weathering 126,000 homes and upgrading 1,350 schools and hospitals by October 1995.
* Increase the use of clean domestic natural gas to an estimated 22 trillion cubic feet.
* Create 20,000 new jobs through the implementation of energy efficiency programs that promote private sector investment by October 1995.
Office of Environment, Safety and Health
Seeks to achieve excellence in environmental, safety, and health activities and timely implementation.
* Maintain safe facilities.
* Demonstrate openness and take responsibility for our actions.
* Share technology advancements.
Environmental Protection Agency
Enforcement Inspections and Compliance Assistance
Ensures compliance with environmental laws.
EPA will finalize these draft standards after consulting with our customers in the coming year.
Compliance Assistance Centers:
* Assistance Centers will be accessible by computer 24 hours a day or by phone from 8 a.m. until 5 p.m. EST.
-- Metal Finishing Assistance Center: The center's World Wide Web site and fax-back option is available 24 hours a day. Callers may speak with a representative between the hours of 8 a.m. and 5 p.m. EST. Web connection will be immediate while phone connection will depend on the volume of callers at a given time.
* Customers' questions will be answered and requested materials provided within one week of request.
-- Metal Finishing Assistance Center: Customers using the Web site will get materials instantly; queries to any list server will be answered within one week. Faxed materials will arrive within one day of request. Telephone inquiries will receive responses within five business days.
* Customers will be referred to other assistance providers and given their name and phone number, who can better and fully respond to their needs (where possible).
-- Metal Finishing Assistance Center: The center will have an established referral system to provide customers with a road map to receive the proper service. This road map will include subject experts as well as other Web servers providing customer services.
* Assistance providers will answer questions and provide materials in a courteous, helpful, and professional manner.
Compliance assistance field representatives:
* Requests for field assistance will be provided in a timely manner, taking resource constraints into consideration.
* Field representatives will be technically knowledgeable; know regulatory requirements well; and be courteous, helpful, and professional.
Compliance inspectors:
* Inspectors will make clear who they represent and the purpose of the visit.
* Inspectors will be technically knowledgeable, understand the regulatory requirements that apply to the facility, and be courteous and professional.
Environmental Permitting
Regulates waste disposal and discharges into the air, water, and land.
EPA will finalize these draft standards after consulting with our customers in the coming year.
For the public, state, tribal, and local permitting authorities and permittees:
* We will prepare permits that are clear, fair, appropriate, and effective.
* Our permitting staff will treat you with professionalism and courtesy. Our staff will be knowledgeable, responsive, cooperative, and available.
For delegated state, tribal and local programs:
* We will conduct relationships with you that are characterized by partnership, open and honest dialog, efforts to empower you to the extent feasible and appropriate, and sensitivity to your needs and concerns.
* We will work with you to continually improve our delegation processes, so that they are efficient, effective, and as non-burdensome as possible.
Pesticide Registration
Provides pesticide registration information.
EPA will finalize these draft standards after consulting with our customers in the coming year.
* We will be courteous, accurate, and helpful in all dealings with our customers.
* We will respond to telephone calls within 24 hours of receipt, when possible. If the person receiving the call cannot fully respond, the customer will be forwarded to someone who can.
* We will try to answer all correspondence within 10 working days of receipt. However, if our customers have raised questions that require extensive research to answer, it may take us longer. If we cannot provide a complete reply promptly, we will contact the customer within the 10-day period to explain why and when they may expect a full response.
* We will seek opportunities to involve all affected stakeholders prior to major regulatory or policy decisions.
* We will provide clear and accurate information about the policies and procedures for pesticide registrations and re-registrations.
* We will process applications and complete evaluations as promptly and efficiently as possible without compromising either scientific quality or health and safety considerations.
* We will ensure that we meet our statutory responsibilities to provide customers with easy access to all available information on pesticides.
* We will proactively involve regions and states prior to establishing major policies or making major regulatory decisions affecting them.
* We will undertake periodic surveys to find out what our customers think of our service and how we could make further improvements.
Rulemaking
Provides assistance and information in the
regulatory development process.
EPA will finalize these draft standards after consulting with our customers in the coming year.
* We will ensure that customers have input to the rule development process by conducting public forums and using electronic media and other forms of communication.
* We will write rules so they can be understood by the people who use and implement them. Rules should be tailored to the legal technical knowledge and resources available to those affected.
* We will work to ensure that all members of the regulated community know what is expected of them. To the extent possible, we will notify all known parties who must comply with the rule through written or electronic media.
* We will include in the preamble of all Federal Register notices accompanying a proposed or final rule, a plain English explanation summarizing the problem the rule is trying to solve, a summary of what the rule requires, and a short explanation of how the rule solves the problem.
Voluntary Programs
Promotes innovative ways to complement traditional regulatory approaches to environmental protection by emphasizing pollution prevention, common sense, flexibility, and economic performance.
EPA will finalize these draft standards after consulting with our customers in the coming year.
* We will always treat our customers with professional courtesy and respect.
* We will proactively provide our customers with accurate, up-to-date, and reliable information, products, and services, including high-quality documents and publications.
* We will actively listen to our customers' concerns and needs regarding our services and will develop technical assistance services designed to address those needs and concerns.
* We will ensure that inquiries will be referred to the right office and individual in EPA, or beyond EPA, if appropriate. We will encourage customers to report back on unsuccessful referrals.
* When possible, we will make every effort to respond to inquiries for information within two business days and for more complex inquiries within five business days.
* We will strive to make information available through various channels, including electronic media, faxes, and intermediaries such as state assistance organizations, trade associations, and state agencies.
* We will recognize, reward, and publicly acknowledge the accomplishments of our customers who achieve success in voluntary programs.
* We will make every effort to streamline and make customer reporting requirements as practical and non-burdensome as possible.
Equal Employment Opportunity Commission
Investigates and litigates charges of employment discrimination in private and public (including federal) sectors; and conducts training and informational activities for employers, unions, and community organizations.
As a charging party in cases where the EEOC is litigating, you can expect us to:
* Treat you with respect and dignity.
* Look at all the ways we do business and the ways we relate to you and others asking for our help. We want to find ways to improve the quality and speed of our services.
* Involve charging parties like you to help us understand what you want, what you need, and what you think about the way we serve you.
* Support our front-line employees by giving them the tools and knowledge they need to provide the best possible service.
* Strengthen our commitment to customer service.
A business named as a respondent in charges can expect us to:
* Treat you with respect and dignity.
* Look at all the ways we do business and the ways we relate to you and other respondents. We want to find ways to improve the quality and speed of our services.
* Involve you to help us understand what you want, what you need, and what you think about the way we serve you.
* Support our front-line employees by giving them the tools and knowledge they need to provide the best possible service.
* Strengthen our commitment to customer service.
Export-Import Bank of the United States
International Business Development, Lending Divisions, and Insurance
Helps with financing exports of U.S. goods and services.
We promise to:
* Respond to telephone inquiries within six business hours.
* Respond to fax and letter inquiries within two business days.
* Screen 100 percent of incoming applications within three business days and inform customers within 24 hours of any additional material that may be needed.
* Process 100 percent of Letters of Interest for medium-term transactions within seven business days.
* Process 85 percent of short-term applications within two weeks of receipt. (All remaining customers will be informed biweekly on progress until their matters are resolved.)
* Renew 90 percent of our multibuyer insurance policies before the anniversary date. (All remaining customers will be informed biweekly on progress until their matters are resolved.)
* Process 100 percent of all Preferred Lender Program transactions within 10 business days.
* Achieve action on complete applications for preliminary commitments and final commitments under the direct-loan or guarantee programs on:
-- 90 percent of Loan Committee cases within four weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)
-- 75 percent of Board cases within six weeks. (All remaining customers will be informed biweekly on progress until their matters are resolved.)
* Provide 100 percent of customers with clear reasons for approval or denial within two business days of the final decision.
Claims Division:
* We promise to acknowledge claims within two business days and inform the claimant of any additional information needed within five business days.
* We promise to present claims for resolution within 30 business days.
* We promise to process all cash receipt collections for claims within 20 business days.
Public Affairs:
* We promise to respond to 100 percent of public inquiries within 24 hours.
Compliance:
* The staff will provide the customer with clear reasons on 100 percent of final decisions, both approvals and denials, within two business days.
* The staff will address customers' concerns within two business days of contact.
Federal Communications Commission
Cable Services Bureau
Promotes quality cable service at reasonable rates.
You will always be treated with courtesy, and can expect the following standards of customer service when interacting with us.
When you telephone:
* You will receive a response to your inquiry within one business day.
* You will be transferred no more than twice. If the issue is unresolved at the third contact point, we will obtain the information and return your call.
* If you are transferred during your call, we will explain your issue to the recipient of the transfer so you do not have to repeat the reason for your call.
So you know the appropriate person to telephone:
* If you are uncertain whom to call for assistance, you can contact one of our customer service representatives at (202) 416-0856.
* If you would like a copy of our Bureau directory, you can obtain one over the Internet, or, for a fee, from our copy contractor at (202) 857-3800.
When we release information from the Bureau:
* You can locate information on certain Bureau activity--including Notices of Proposed Rule Making, Report and Orders, Memorandum Opinion and Orders, rules and public notices--from FCC Record or the Internet (all or some of which may be available in your local public library) or, for a fee, through our copy contractor. Our rules are available in the Code of Federal Regulations, and Commission actions are reported in the Federal Register.
* You can obtain information through the
following electronic addresses:
-- Gopher: gopher.fcc.gov
-- World Wide Web: http://www.fcc.gov
-- FTP: ftp.fcc.gov, log in as anonymous and use your e-mail address as the password. Publications are in the /pub directory and succeeding subdirectories. Identify files of interest by downloading the index (found at the same level as /pub) and searching for key words.
* Fact Sheets on cable regulations can be obtained through the use of fax-on-demand, the Internet, by contacting our customer service representatives, or, for a fee, through our copy contractor. Examples of the types of fact sheets available include "The Consumer's Role in Rate Regulation," "Where to File Complaints Regarding Cable Service," "Subscriber Signal Quality Standards," and "Customer Service Standards."
To contact the Cable Services Bureau:
* To better answer your questions, we have established the following telephone numbers:
-- Rate complaint form hotline:
(202) 416-0902
-- Local franchising authority hotline:
(202) 416-0940
-- Small systems hotline: (202) 416-0818
-- General information on cable regulations (Spanish language): (202) 418-2226
-- Customer service representatives:
(202) 416-0856
-- FCC fax-on-demand: (202) 418-2830
-- FCC duplicating contractor (International Transcription Service, Inc.): (202) 857-3814
If you are seeking additional information or have questions or concerns, please call our Office of Government and Public Outreach at (202) 416-0800.
Common Carrier Bureau
Provides communications guidance to the general public, businesses, nonprofit institutions, and government.
You will always be treated with courtesy and can expect the following standards of customer service when interacting with us:
When we release information from the Bureau, we will:
* Make all short documents of five pages or less (e.g., press releases, public notices, and fact sheets) available through domestic fax-on-demand and international fax on a case-by-case basis.
* Place a copy of all late releases behind the glass outside the press office so the communications public knows of all released documents.
* Make Bureau decisions and outgoing public documents available within 24 hours of release.
During the rulemaking process, we will:
* Respond within three business days to Part 61 waivers; three to five business days to requests for time extensions; two business days for special temporary authorities; and 15 business days to Part 68 applications. These items are routine, within the Division Chief's delegated authority, and do not have to be put out for public comment.
* Respond within six weeks to non-routine public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority.
* Respond within nine months to non-complex public initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed.
* Respond within 12 months to complex public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority, but for which public notice and comment are needed.
* Assign items for resolution to an appropriate division for handling within two weeks of receipt.
* Consider alternative dispute resolution and negotiated rulemaking before moving to conventional methods of resolving contested decisions.
When we receive information from the public, we will:
* Assign a reference number, log the filing within 24 hours, and maintain the log for paperwork received without a docket or division number.
To streamline our forms, we will:
* Periodically issue a public notice of outdated reports, forms, and other data requirements we can eliminate and invite comments on these and other candidates for elimination.
* Seek public input and coordinate within the FCC once the need for a new form or form change has been determined.
* Make new or revised forms available to the public two months before implementation and allow a transition period when possible.
When you telephone, we will:
* Return your telephone call within one business day.
* Provide an estimate of the time required to obtain an answer to your question if we are unable to respond when we first talk with you.
* Put a message on voice mail to indicate our unavailability when we are away from the Bureau for one day or more.
* State an alternative point of contact on our voice-mail message at all times.
* Determine if a staff member is in before we transfer a call. If the person is not in, we will ask if you would like to leave a message, be transferred to voice mail, or be transferred to another person.
When you do not know whom to call, we will:
* Implement an introductory voice recording to aid the transfer of your calls to the appropriate person or organization.
* Maintain an enhanced functional listing, updated regularly, of Bureau personnel and place it on the Internet and bulletin board system.
* Provide updated functional listings to the duplicating contractor for distribution.
When we process complaints, we will:
* Serve a defendant within 20 days of receipt of a formal complaint.
* Hold a status/settlement conference within 45 days from the time the formal complaint is served.
* Complete processing of informal complaints within six months.
Helpful FCC numbers:
* FCC-State Line computer bulletin board: (202) 418-0241
* Fax-on-demand: (202) 418-2830
* FCC Fax Forms System: (202) 418-0177
* Commission's duplicating contractor: (202) 857-3800
* Common Carrier Bureau Informational Requests: (202) 418-1500
* Office of Public Affairs/Public Service Division: (202) 418-0200
* Office of Public Affairs/Fee Hotline: (202) 418-0220
International Bureau
Administers the international communications
program.
You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.
To improve the policy and rulemaking process:
* We will use negotiated rulemaking, status conferences, or other forums to help narrow issues and develop solutions.
* We will make available electronically and through the copy contractor a list of all pending matters not on an automatic schedule with the name of a contact person.
* We will respond within four weeks of Bureau receipt to routine public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority and that do not have to be issued for public comment (e.g., Special Temporary Authorities, proformas).
* We will respond within four months of Bureau receipt of non-complex public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority, and for which public notice and comment are needed.
* We will respond within 12 months of Bureau receipt of complex public-initiated items (other than complaints) that are within the Bureau Chief's delegated authority, and for which public notice and comment are needed.
* For complex items, we will hold a status conference within 30 days of the end of the pleading cycle and as appropriate thereafter to reevaluate the issues.
* We will provide you with information on the status of pending matters and a contact person within one business day of a telephone request.
To improve our existing policies:
* We will annually hold roundtable discussions open to the general public to gather recommendations on policies and procedures that should be revised or eliminated.
To streamline our processing requirements:
* We will act on routine applications (except routine high-frequency shortwave applications) that are uncontested and need no intergovernmental or interagency coordination within 60 days from the date of the public notice; routine high-frequency shortwave applications will take 90 days from the date of the public notice because of required intergovernmental coordination.
* If there is a question about your application, we will contact you. If additional information is needed, we will contact you before the comment period is over consistent with ex parte rules.
* We will take action on all properly justified routine Special Temporary Authorities (STAs) within two business days of Bureau receipt.
* We will make available through public notice a list of necessary conditions for each type of STA.
* We will place all acceptable applications on public notice within 10 business days of Bureau receipt.
* We will make earth-station-related application forms more user-friendly by streamlining, combining, or eliminating elements.
To improve our records:
* We will establish new procedures within the Bureau so our records and files are complete and accurate.
* We will set up a reference library that has copies of all bilateral and multilateral agreements to which the FCC is a party.
When you telephone:
* If we are out of the office for more than one day, our voice-mail messages will indicate our absence and expected return.
* Our voice-mail messages will specify an alternative point of contact or the option of accessing an operator by pressing "0."
* Unless on travel, we will respond to voice-mail messages within one business day.
* If your question is too complex to be answered at the first contact point, we will transfer your call to an expert in the subject matter.
* Before we transfer your call, we will determine if the recipient of the transfer is present to take the call.
Contacting the International Bureau
* If you have any questions or comments, please call our Bureau Ombudsman--Tom Sullivan, Assistant Bureau Chief, Management, at (202) 739-0444--who will respond to all customer concerns.
* The Daily Digest, news releases, speeches, and other Commission documents are available on the Internet and from the FCC's fax-on-demand system. The FCC's Internet address is ftp.fcc.gov.
* The fax-on-demand system can be accessed by calling (202) 418-2830.
Mass Media Bureau
Provides access to interference-free radio and television services for the public.
You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.
To expedite the processing of our sales applications:
* We will grant routine short-form assignment and transfer applications within five days of filing.
* We will grant uncontested routine long-form assignment and transfer applications within 60 days of filing.
* We will dispose of all non-routine assignment and transfer applications within 180 days from the date of filing.
* If there is a matter under consideration by the Commission that may affect the timely disposition of a licensee's application, we will so inform the parties within the aforementioned processing timeframes.
To help you understand our reporting requirements:
* We will continue to provide brief summaries of licensee obligations and requirements in informational brochures with the understanding that policies are constantly under review.
* We will develop and distribute an informational brochure of the most asked questions.
In terms of our policies and rulemakings:
* We will periodically issue a public notice of policies the Commission is considering for elimination or revision and invite comments.
* We will respond to petitions for rulemakings in terms of the urgency and complexity of the issue. Issues with opposing viewpoints can take longer to resolve.
To help small businesses get more involved:
* We will make state and local broadcast groups aware of issues affecting small businesses, including opportunities to participate in rulemakings.
When you telephone with a mass media issue:
* You will receive a response to your inquiry within one business day.
* We will determine if a staff member can address your issue before we transfer a call.
* You will be transferred no more than twice within the Bureau.
* You will receive accurate and consistent information on FCC policy and rules.
So you know the appropriate person to call:
* We will maintain an enhanced functional listing, updated regularly, of Bureau personnel.
* We will provide updated functional listings through the Internet and the FCC copy contractor for distribution.
When a complaint is received by the staff responsible for enforcement actions:
* We will prescreen all complaints for merit before action is taken.
* As to each such complaint, we will decide whether to investigate within 10 days after the complaint has been received.
* If we decide to investigate an alleged rule violation based on a complaint, we will send a notice of inquiry letter to the station within 30 days. If we decide not to investigate, we will dismiss the complaint within 30 days.
When we release information from the Bureau:
* We will make information available through fax-on-demand at (202) 418-2830, and the Internet.
* You can use any of these Internet tools:
-- FTP: ftp.fcc.gov, log in as anonymous and use your e-mail address as the password. Publications are in the /pub directory and succeeding subdirectories. Identify files of interest by downloading the index (found at the same level as /pub) and searching for key words.
-- Gopher: gopher.fcc.gov or use any gopher to get to "all the gophers in the world" then "U.S." then "D.C." then "FCC."
-- World Wide Web: http://www.fcc.gov
Other helpful telephone numbers:
* Information regarding applications and licensing stations in the video services: (202) 418-1600.
* Information regarding other applications and licensing stations in the radio services: (202) 418-2782.
* Inquiries about radio license renewal applications: 1-800-671-2233 or (202) 418-0186.
* Inquiries/complaints concerning political programming: (202) 418-1440.
* Complaints concerning other radio and
television enforcement related matters:
(202) 418-1430.
Private Land Mobile Radio Services
Regulates the use of the radio spectrum to fulfill the needs of businesses, state and local governments, aircraft, ships, and individuals.
When you telephone:
* You will receive a response to your inquiry within one business day.
* You will be transferred no more than twice; if the issue remains unresolved at the second contact point, we will obtain the required information and return your call.
* If you are transferred during your call, we will explain your issue to the recipient of the transfer so you do not have to repeat the reason for the call.
* You will receive accurate and consistent information on FCC policy and rules.
When you request license application forms:
* You will receive your form order within 10 days after we receive your mail or phone request. You have immediate access to forms through fax-on-demand and the Internet.
* You will receive, along with the application, material that clearly describes the licensing process.
When you apply for a license:
* You will be able to determine the status of your license application and where it is in the process.
* If your nonspecialized mobile radio systems application is error-free, you will receive your license within 70 days of receipt.
* If your application contains errors that can be resolved by telephone, we will telephone you. If all errors cannot be resolved, your application will be returned, but only after a complete review. Errors or omissions will be clearly indicated.
* Every five years, when your license needs renewal, we will send you your renewal notice 90 days prior to the expiration date.
Wireless Telecommunications Bureau
Promotes and protects users of wireless telecommunication.
You will always be treated with courtesy and can expect the following standards of customer service when interacting with us.
To make it easier for you to use our forms:
* We will provide a summary fact sheet of necessary forms and attachments alphabetically by service upon request.
* You will receive your form order as soon as possible after our forms contractor receives your mail or telephone request. The telephone number is 1-800-418-FORM. You also have immediate access to forms through fax-on-demand and the Internet. The FCC's Internet address is: ftp.fcc.gov. The fax-on-demand system can be accessed by calling (202) 418-2830.
* You will receive, along with the application, material that clearly describes how to complete the application form.
* We will solicit your suggestions for improvement during form preparation.
* We will hold public meetings at least twice yearly to respond to your questions about applications and forms.
When you apply for a license:
* You will be able to determine the status of your license application and where it is in the process.
* Where rules permit, if your application contains errors that can be resolved by telephone, we will telephone you; when not permissible or all errors cannot be resolved by telephone, your application will be returned, but only after a complete review--errors or omissions will be clearly indicated.
* We will process uncontested license applications not requiring international coordination issued by the Bureau within 31 working days of the first legally grantable day.
To improve our policies and rulemakings:
* We will conduct a "grassroots" outreach for your input on rulemaking activities by attending major industry conventions and participating in regulatory panels.
* We will hold periodic brown-bag lunch meetings on various policy and licensing issues at the Bureau that you can attend. We will announce these meetings by public notice or news release.
* We will have copies of rulemaking documents available on the Internet.
* We will provide you with consistent and accurate information on the status of pending rulemakings, upon request.
When we release information from the Bureau:
* We will place copies of all public notices and other informational documents concerning wireless services on the Internet.
When you telephone:
* You will receive a response to your inquiry within one business day.
* You will be transferred no more than twice. If the issue is unresolved at the second contact point, we will locate the appropriate person to respond to you and request that person to call you back.
* If you are transferred during your call, we will explain your issue to the recipient of the transfer so you do not have to repeat the reason for your call.
Additional information for you:
* WTB has an outreach program to inform all companies, regardless of size, of bidding terms and conditions and to encourage participation in FCC spectrum auctions. If you believe a licensee has discontinued the use of a frequency, or is using it improperly, you can send a letter and we will investigate; if it is appropriate, we will rescind the license.
If you have any questions or comments about our customer service standards, please call:
* Washington Consumer Assistant:
(202) 418-0200.
* Gettysburg Consumer Assistance Office:
1-800-322-1117.
Federal Energy Regulatory Commission
FERC Electronic Bulletin Board Network (EBB)
Provides access to Federal Energy Regulatory Commission information.
Commission Issuance Posting System (CIPS):
* FERC daily issuances: the text of the formal documents the Commission issues such as proposed, interim, and final rules, initial decisions, opinions, notices, orders, and other documents. Issuances are available on CIPS at approximately 10 a.m. and 3 p.m. daily. Issuances posted after 3 p.m. are available at 9 a.m. the following day.
* News releases: the latest information the Commission provides on a full range of energy regulatory subjects and proceedings. They are available on CIPS within 24 hours after issuance.
* Commission agenda: a list of actions scheduled for a public Commission meeting. The list is available approximately seven days prior to the meeting.
* Commission action agenda: a list of items acted upon by the Commission at a meeting. The list is available one to two days after the Commission meeting.
* Daily filing list: a list of all filings made at the Commission that includes the date of the filing, the applicant's name, the type of filing, the filer/originator, the assigned docket number, and whether the filing is an intervention. The text of the filing is not available on CIPS. The list is divided by topic into six separate lists--gas, electric, hydropower, miscellaneous, oil, and rulemaking. The list is available at 3 p.m. the day following the filing date.
* Formal documents issued list: a list of all documents issued on a particular day. The docket number, the applicants name, the date issued, and the title of the document are included. The list is available at 3 p.m. the day following the issuance date.
* Daily calendar of hearings and conferences: a monthly list of all hearings, conferences, and meetings. The docket number, time, company name, and address are included. The list is updated daily after 3 p.m.
* Solicitor's quarterly report: the status of all court cases in which the Commission is involved. It is updated quarterly.
Public Reference Room
Provides information to the public on the Commission.
Documents available through the Public Reference Room include:
* Annual, semiannual, and monthly reports are available through self-service on reader-printers. Official copies are available within 48 hours if on-site, or eight to 10 days if ordered.
* Daily orders are available through self-service to reader-printers. Official copies are available within 24 to 48 hours if on-site, or 8-10 days if ordered.
* Docketed files are available in the Public Reference Room within 90 days. An official copy is available within 48 hours if on-site, or eight to 10 working days if ordered.
* Docket sheets are available through microfiche.
* Formal documents that are issued are available on the day following issuance, or on-site photocopying is available twice daily.
* Hearing transcripts are available through self-service 10 days after the hearing.
* Lists of documents are available through self-service on the day following receipt of filings.
* Office of the General Counsel opinion letters are available through microfiche.
* Publications are available upon request if in stock, or within five working days if requested by correspondence.
* Hard copies from the computer of service lists are available within 30 minutes, through voice mail within 30 minutes, and downloaded to a diskette within one hour.
* Tariffs (Gas), Volume I (from 11/1/89 to the present), are available through self-service on a personal computer.
* Tariffs--Electric, Gas (Volume II), and Oil are ready within three hours if available; pick-up requests at 10 a.m. and 2 p.m., returns at 11:30 a.m. and 3:30 p.m.
Records and Information Management System
Provides information to the public on the Commission.
Documents available through the Records and Information Management System include:
* Daily orders, docketed files, and docket sheets are available through RIMS within 24 to 48 hours.
Federal Mediation and Conciliation Service
Labor-Management Relations
Promotes the development of sound and stable labor-management relations; fosters constructive joint relationships of labor and management leaders to increase their understanding and ability to resolve common problems; develops the art, science, and practice of conflict resolution.
* Quality: We will provide our customers with the most skillful services, processes, and training in contract mediation, preventive mediation, conflict resolution, and all other areas of agency responsibility equal to the very best in the private sector. We shall strive to improve and expand our knowledge and skills in collective bargaining, labor-management relations, and conflict resolution so that our customers receive the highest quality service possible.
* Neutrality: We are neither pro-employer or pro-union. FMCS is pro-collective bargaining. We shall conduct ourselves so that our customers never doubt our neutrality.
* Confidentiality: We shall conduct our business so that our customers have trust in our respect for confidentiality in the collective bargaining process.
* Responsiveness: We are accessible and always willing to provide prompt response to our customers' needs and questions. Should a service problem occur, we shall do everything possible to correct the problem and to restore our customers' confidence in us.
* Empathy: We shall provide thoughtful, individualized attention to our customers' needs.
* Facilities: When needed, we shall provide our customers with the highest possible quality physical facilities, equipment, and materials.
Federal Trade Commission
Consumer Protection Mission
Eliminates deceptive and unfair practices that may unreasonably limit or prevent the free exercise of informed consumer choice.
Customers can expect the following standards of service in the five following program areas when interacting with the Commission and its staff.
Advertising Practices Program:
* The Commission will pursue aggressively individual cases of deceptive advertising in areas such as health and nutrition claims; environmental, drug, and tobacco advertising; and infomercial marketing.
* The Commission will monitor advertising practices actively to ensure prompt review of allegations of deceptive or unfair advertising practices.
* The Commission will coordinate its activities with those of other agencies with overlapping jurisdiction--including in particular through a program for harmonizing FTC food and food supplement advertising policies with Food and Drug Administration labeling regulations--in order to minimize confusion among consumers and to clarify the legal standards that business enterprises must meet.
Service Industry Practices Program:
* The Commission will pursue individual cases involving unfair or deceptive practices to promote investment opportunities, in order to reduce the extent to which false and misleading information about potential profit, risk, and liquidity of alternative investments--such as art, gemstones, strategic metals, Federal Communications Commission licenses, rare coins, precious metals, and animated art cells--is disseminated to prospective investors.
* The Commission will pursue individual cases involving unfair or deceptive practices in the sale of health care services in order to reduce the extent to which marketers of such services use deceptive advertising to mislead prospective purchasers about the efficacy and risks associated with certain health care services.
* The Commission will provide guidance--in the product standards area--to federal, state, and local governments as they consider the consumer and competitive effects of the use of standards and seals for regulatory and procurement purposes, and will seek to reduce consumer loss caused by the use of the standards-making and certification process by participants to disadvantaged consumers.
* The Commission will coordinate its activities with those of federal and state agencies with overlapping jurisdiction in order to share data about ongoing fraud and to maximize the impact of all law enforcement activity.
Marketing Practices Program:
* The Commission will identify, investigate, and prosecute--in administrative and federal court proceedings--unfair and deceptive practices (including telemarketing fraud) in the marketing and sale of products, services, and business and employment opportunities, and seek to obtain redress for defrauded customers.
* The Commission will enforce vigorously its trade regulation rules, such as the Funeral Rule and the Franchise Rule, in order to provide consumers with the information necessary to make informed purchases.
* The Commission will enforce vigorously rules mandated by statute, such as the 900-number rule and the telemarketing sales rule.
Credit Practices Program:
* The Commission will pursue enforcement actions against credit bureaus or other consumer reporting agencies that violate the Fair Credit Reporting Act by violating its accuracy, privacy protection, and credit report dissemination provisions.
* The Commission will pursue enforcement actions against debt collectors that violate the Fair Debt Collection Practices Act by using deceptive, unfair, and abusive debt collection tactics.
* The Commission will pursue enforcement actions against violators of the Truth in Lending Act.
* The Commission will prevent all forms of discrimination in granting credit and other significant violations of the Equal Credit Opportunity Act.
* The Commission will prevent credit fraud by investigating and filing enforcement actions against firms that defraud or otherwise deceive consumers with promises to provide credit or repair poor credit histories.
Enforcement Program:
* The Commission will review systematically outstanding Commission orders in key areas of consumer concern--such as health, safety, and the environment--and take appropriate corrective action, such as the filing of federal court actions for civil penalties, when respondents are found to be violating cease and desist orders.
* The Commission will enforce and modify rules that enhance informed consumer choice, including the Used Car Rule; the Automotive Fuel Ratings, Certification and Posting Rule (formerly the Octane Rule); the Care Labeling Rule; the Textile Rules; the Mail and Telephone Order Rule; the Home Insulation Rule; and the Appliance Labeling Rule.
* The Commission will continue to develop instructional materials to inform companies how to comply with Commission rules and regulations, and to advise consumers how to vindicate their rights under Commission rules and avoid being victimized by deceptive practices.
Maintaining Competition Mission
Ensures that the nation's markets function competitively, vigorously, and efficiently, without interference from unwarranted competitive restrictions.
Commission customers can expect the following standards of service in the five following program areas when interacting with the Commission and its staff.
Mergers and Joint Ventures Program:
* The Commission will seek to prevent or undo mergers or joint ventures that may substantially lessen competition or tend to create a monopoly in violation of Section 7 of the Clayton Act or Section 5 of the Federal Trade Commission Act.
* The Commission will seek to prevent or undo interlocking directorates that violate Section 8 of the Clayton Act.
Pre-merger Notification Program:
* The Commission will ensure that its staff provides assistance to individuals and organizations subject to the Hart-Scott-Rodino Antitrust Improvements Act of 1976 (the HSR Act)--regarding the application and interpretation of the HSR Act and its implementing regulations--through oral and written communications in order to ensure voluntary compliance.
* The Commission will ensure that its staff reviews transactions for compliance with the HSR Act reporting requirements--and perform a preliminary antitrust review of every transaction for the Merger Screening Committee--so that the Commission can investigate and, if necessary, seek to enjoin transactions that may violate Section 7 of the Clayton Act and/or Section 5 of the FTC Act.
* The Commission will develop and implement proposals to improve the HSR rules--to minimize evasion of the reporting requirements while maximizing the ease of compliance--through rule changes and formal interpretations.
* The Commission will improve efficiency in the processing and review of reported transactions through increased reliance on automated systems.
* The Commission will ensure that its staff conducts investigations and recommends enforcement actions--to secure civil penalties or other relief--when it appears that individuals or organizations may not have complied with HSR Act reporting requirements.
Horizontal Restraints Program:
* The Commission will detect, investigate, and seek to prevent or remedy anticompetitive collusion or courses of action that facilitate collusion among competitors.
* The Commission will seek to eliminate private agreements among competitors--such as possibly anticompetitive industry standards, ethical codes, and other activities of trade and professional associations and standards-setting organizations--that raise prices or lower the quality and quantity of goods and services.
* The Commission will seek to prevent businesses and professionals from engaging in collusive activities that may distort pricing mechanisms or otherwise restrain competition under the aegis of government or self-regulation.
Distributional Arrangements Program:
* The Commission will seek to prevent unlawful agreements between suppliers and distributors or retailers on resale prices.
* The Commission will seek to eliminate unlawful discrimination in prices and promotional opportunities.
* The Commission will seek to prevent the anticompetitive foreclosure of distributors or dealers from sources of supply or access to customers.
Single Firm Violations Program:
* The Commission will seek to prevent illegal monopolization or attempts to monopolize.
* The Commission will seek to prevent the anticompetitive use of tying arrangements.
* The Commission will seek to prevent non-price predation, such as an attempt by a firm to abuse government processes to create or enhance market power.
Housing and Urban Development (Department)
Government National Mortgage Association
Issues securities backed by Federal Housing Administration and Department of Veterans Affairs guaranteed mortgages to increase the supply of capital available to finance housing.
* 95 percent of requests for commitment authority shall be processed within 48 hours of receipt for issuers of good standing.
* All investor telephone calls will be returned within 24 hours.
* All investors' written correspondence will have a response prepared for signature within 15 working days of receipt.
Office of Housing--Fair Housing Administration
Mortgage Assistance
Serves partners wishing to participate in the FHA mortgage insurance programs.
* Professional staff analyzes the materials submitted and makes an acceptability determination.
* Staff makes an on-site visit assuming availability of staffing and travel funds.
* Field office submits recommendation for approval/disapproval to headquarters. Final decision is made by headquarters.
* Processing time from the date of receipt of the application package to date of final approval/rejection is 45 calendar days.
Section 203(k) Rehabilitation Mortgage Insurance Program provides mortgage insurance for the purchase (or refinance) and rehabilitation of single-family properties.
* Provides mortgage insurance after loan is closed by the mortgagee and it is submitted to HUD.
* Processing is completed and a mortgage certificate is issued to the mortgagee within 10 days of HUD's receipt of the closed loan.
Note: The Office of Housing is presently reviewing the possibility of centralizing the mortgagee approval process in headquarters. Centralizing the process is expected to improve service to our partners.
Interior (Department)
Bureau of Land Management
Compliance and Enforcement
Enforces requirements, regulations, and laws governing leases, permits, grants, and other uses of lands and resources.
* You will be advised of the requirements for the proper use of public lands and resources.
* You will be provided with the information you need regarding the applicable BLM compliance and enforcement process, expected timeframes, and reporting requirements and responsibilities.
* You will receive fair and equitable treatment under laws and regulations.
Uses Requiring Authorization
Administers grazing permits, mineral leases, and rights of way that require prior written approval.
* You will receive a response to your phone messages and letters, usually within five business days.
* You will be informed of what the transaction is, how your request will be handled, who will respond to your request, and the date by which we expect to address your request.
Bureau of Mines
Provides information on minerals for use in assessing U.S. economic and defense needs.
* You will be treated with courtesy every time you contact us.
* We will provide you with all the information you need, or obtain the information for you, with a minimum number of referrals to other organizations.
* When you call our public inquiries number for service, you will reach us on the first call.
* We will answer your requests as quickly as possible. If we cannot give you the information you need at the time you call, we will do so within one working day or call you back to let you know the progress we are making on your request.
* When you write to us requesting general information materials, we will mail them to you within one working day. When you write and ask for more specific technical information, we will respond within five working days with either the information you need or a postcard acknowledging receipt of your request and reporting the status of our response.
* We will provide you with easy access to our information. You can talk to us from 6:30 a.m. to 6 p.m. EST.
* We will make our information available electronically (via the Internet, CD-ROM, Mines FAXBACK) and give you the instructions and information you need to take advantage of these sources.
Minerals Management Service
Offshore Minerals Management
Administers the Outer Continental Shelf leasing program.
Alaska Regional Public Information Office--Pilot Project:
* The buck stops here when it comes to assisting people lost and wandering in the bureaucratic maze of government.
* Walk-in customers have priority and will be promptly acknowledged and assisted as soon as possible.
* All information will be current and correct. Staff will find the answer or find a more knowledgeable person to assist. We will never guess.
* Not all questions have answers. If the answer can't be found, that fact will be reported to the customer.
* Customers are never sent to another office or agency cold. Staff will check to ensure that the office is the correct one and also that the contact person is available.
* Before leaving, all customers will be asked, "Does this completely answer your question?"
The Gulf of Mexico Public Information Office--Pilot Project:
* When you enter our office, you will be promptly acknowledged.
* We will be sensitive to your information needs.
* You can expect to be treated with courtesy at all times.
* We will make a sincere effort to provide you with information in a timely manner.
* We will strive to accurately respond to your request.
Pacific Regional Public Information Office--Pilot Project:
* First class is our game and you will be treated the same. Customers visiting the Pacific Region are our number one priority.
* We will greet you with a smile and give you prompt assistance. Your needs are important to us.
* We are as time-conscious as you are. We will try to get you what you need as quickly as possible.
Royalty Management Program
Handles all mineral revenue functions for federal and Indian lands.
Farmington, New Mexico--Pilot Project:
Our aim is to continually improve service to you. If you would like to make a comment or complaint, please feel free to use the comment card available from any of our employees.
* Prompt, personal attention (an interpreter will be provided if necessary): You will be treated with courtesy and respect.
* Accurate information: Your questions will be answered before you leave, or you will receive periodic status reports until the issues are resolved.
* You will not be sent to another office unless absolutely necessary.
* Easy access to us: You can come to our office, you can call our free telephone number (1-800-238-2839), or we will meet with you at a more convenient location at your request.
Oklahoma City--Pilot Project:
* Assist our customers with the same high standards we expect as customers.
* Listen to your royalty issues and assume responsibility for coordinating the resolution of your concerns.
* Meet you elsewhere to help you understand the royalty process as it affects you if you cannot come to our office.
* Seek your ideas to help us improve our services by routinely requesting your input on our performance and professionalism.
National Biological Survey
Provides biological and ecological information to both the public and private sectors.
* Research Information Bulletins edited and prepared for distribution within 60 days of submission of the draft manuscript.
* Immediate electronic access to Research Information Bulletins that have already been edited and prepared for distribution.
* Literature searches completed and sent to clients within five days of receipt of their request.
* Research findings are tested for scientific quality through peer review by other qualified scientists before publication.
* 80 percent or more of our products rated by clients at or above level 3 on the following satisfaction scale:
4. Very satisfied
3. Satisfied
2. Dissatisfied
1. Very dissatisfied
* These products will be accompanied by "Client Response" sheets inviting clients to voluntarily rate and comment on them. Results will be monitored and used in pursuit of constant improvement.
* Our long-term goal is to achieve an average client satisfaction rating very near level 4--"very satisfied."
Office of Surface Mining Reclamation and Enforcement
Ensures that coal mines are operated in a manner that protects citizens and the environment.
For outreach to coal field citizens and the coal industry:
* A meeting will be held in at least one site in each state to solicit comments regarding the oversight process and recommendations for review topics in the first quarter of evaluation year 1995.
For abandoned mine land emergency complaints:
* The initial site visit and determination of emergency will be addressed within 48 hours of complaint.
* The method to be used to abate the emergency will be determined within 30 days after the initial complaint.
* Emergency declarations will be finalized by us within eight hours of receipt of the state submittal in states that administer the emergency program.
For abandoned mine land fee collections:
* OSM-1 forms will be mailed out 30 days prior to the due date.
* Fee collections correspondence will be responded to within seven days.
* Telephone calls will be responded to within one day.
* Refunds will be processed within one month after receipt.
For state program amendments:
* The availability of state program amendments will be announced in the Federal Register within 20 business days after receipt.
For OSM's mine map repository offices in Wilkes-Barre and Pittsburgh, Pennsylvania:
* Each scheduled visitor will be provided prompt and courteous service.
* Letter and telefax requests will be answered within one working day, except for a request requiring extensive research and mass reproduction of mine maps.
* Requested site locations will be provided within 90 minutes of your inquiry.
* Materials will be available to help you identify and easily locate the underground mine site.
When responding to inquiries, OSM personnel:
* Will be courteous and helpful when dealing with people in person, by telephone, and in writing.
* Will be timely with courteous explanation of contents of files, state program documents, etc.
* Will respond to telephone calls within two business days.
Where OSM is the regulatory authority, we will provide:
* Timely and efficient access to public files.
* Inspection reports to permittees within 15 business days.
* The opportunity to meet and confer with citizens regarding problems and issues relating to environmental protection and surface coal mining operations.
For the OSM Applicant Violator System, we will provide:
* Permit Recommendation Evaluations to the states within three business days of request.
* Abandoned Mine Land Emergency Contract Award Evaluations within four hours of request.
* Respond to outside industry requests for information within three business days of request.
* Respond to OSM, state, and industry requests for ad hoc computer reports within three business days of request.
U.S. Geological Survey
Minerals Information Offices
Provides earth science information and products, with a focus on mineral resources.
* Each customer will be treated with dignity, respect, and courtesy.
* Each request will be researched using all means available to provide the highest quality response.
* Each request will be analyzed to determine what data are available that best suit each customer's needs. A plan will be developed to deliver the response in the format that best suits those needs.
* Requests will be filled immediately, if possible; if not possible, a time for the reply will be established.
* Opportunities for additional service will be explored with each customer, as needed.
Reston Earth Science Information Center
Provides earth science information and products for the public.
* We will treat each customer with courtesy and respect.
* We will provide quick, thorough, and responsive access to product information and ordering including the 1-800 number and electronic ordering.
* We will eliminate processes, procedures, and rules that are roadblocks to success.
* There will be no unreconcilable mistakes allowed in the handling of the customer's accounts or money.
Interstate Commerce Commission
Regulates interstate surface transportation, including trains, trucks, buses, water carriers, household goods transporters, freight forwarders, transportation brokers, and pipelines.
We will:
* Accurately update information contained on the Automated Response Capability (ARC) at the end of each working day to reflect decisions served by the Commission that day.
* Treat you courteously and be responsive to your questions. When we make a mistake, we will correct it as quickly as possible.
* Provide an up-to-date telephone number that allows you to contact the ARC Coordinator directly if you have a problem with the ARC system. You can reach the ARC Project Coordinator by telephone at 202-927-5979.
* Encourage you to let us know how well we are serving you and ask you to suggest ways we can improve our service to you.
Justice (Department)
Antitrust Division
Enforces the nation's antitrust laws.
* First and foremost, you can expect us to continue aggressively to enforce the antitrust laws. You can expect us to challenge criminal violations and anticompetitive mergers as vigorously as we have in the past, while substantially increasing civil non-merger enforcement as well as enforcement involving international conduct.
* We will remain active in providing you with information concerning our antitrust enforcement policies.
* We will do our best to reduce the amount of time it takes us to provide statements of enforcement intentions with respect to proposed conduct under our business review procedure. Initially, we are setting specific performance goals in two areas: (1) business review requests involving proposals to form joint ventures or to collect and disseminate business information, and (2) requests involving health care matters.
* We will state our enforcement intentions concerning proposals to form joint ventures or to collect and disseminate business information no later than 90 days after receipt of the information that we need to evaluate the proposed conduct. We will state our enforcement intentions concerning any matter addressed in any of our published "Statements of Antitrust Enforcement in the Health Care Area"--except requests relating to hospital mergers outside the antitrust safety zone--no later than 90 days after all necessary information is received, and we will respond to business review requests regarding other non-merger health care matters within 120 days after all necessary information is received.
* We will promptly address the concerns of persons who believe that they have been the victims of an antitrust violation. When you call us, we will try and put you in touch immediately with an attorney who can help you. If no one is immediately available, we will take your name, phone number, and information about your complaint and have an attorney call you back as soon as possible.
* If you write us and provide a phone number, an attorney will call you to follow up on your complaint. If we do not have your phone number, an attorney will send you a letter following up on your complaint. That attorney will give you his or her name and phone number, and you can contact that attorney concerning your complaint at any time.
* If the conduct about which you are complaining is not a violation of the antitrust laws or is better handled by another antitrust enforcement agency such as the Federal Trade Commission, we will do our best to help you determine who should receive your complaint. If your complaint does involve possible anticompetitive conduct that is properly investigated by the Antitrust Division, you will receive a statement of the resolution of the matter at the conclusion of our investigation.
* We will make readily available to you copies of public Division documents such as speeches, guidelines, policy statements, information pamphlets, filed criminal indictments and civil complaints, press releases, and business review letters and digests. Requests for reasonable amounts of information will be filled, at our expense, within 48 hours of receipt. (If you make a request for information that we do not ordinarily maintain or request a very large amount of information, you may be required to file a request under the Freedom of Information Act.) We can send most information by first-class mail or by fax at our expense, or we can arrange to have it sent by Federal Express or by messenger at your expense.
U.S. Trustee Program
Supervises the administration of bankruptcy cases.
As a debtor in a bankruptcy proceeding, you should expect the following from the U.S. Trustee Office in your area:
* Appointment within five days of filing your bankruptcy petition of a Chapter 7, 12, or 13 trustee whose performance is evaluated periodically for adherence to basic standards of accountability.
* Receipt of specific guidelines that outline your requirements for continued operation during the life of your Chapter 11 bankruptcy.
* A personal or telephonic meeting with a U.S. Trustee Program representative shortly after the filing of your Chapter 11 case to discuss your plans for reorganization.
* Review of your Chapter 7 trustee every six months to ensure that your case is being administered properly and in a timely manner.
* Monthly review of your Chapter 12 or 13 trustee's operating reports and bank account information to ensure proper handling of all funds.
* Review of final reports in your Chapter 7 no asset case within 30 days of receipt to enable closing of your case by the bankruptcy court.
* Review of your Chapter 7 asset or Chapter 12 or 13 trustee's final report within 60 days of receipt to ensure proper disbursement of all assets.
* Assurance that your bankruptcy case will be administered as quickly as possible.
* Response to a complaint or inquiry within two weeks.
As a creditor in a bankruptcy proceeding, you should expect the following from the U.S. Trustee Office:
* Assurance that a meeting of creditors will be held within 20 to 60 days after a bankruptcy petition has been filed.
* Appointment of committees of unsecured creditors as soon as practicable after the filing of a Chapter 11 bankruptcy petition.
* Motion to convert a Chapter 11 case or dismiss a Chapter 7 or 11 case in the event the documents necessary for case administration are not filed by the debtor within the established deadlines.
* Objection to the appointment of any professional (accountant, appraiser, attorney, auctioneer, etc.) in a Chapter 7 or 11 case who is not disinterested or conflict-free.
* Assurance that sales of assets are properly noticed to parties in interest.
* Review by a U.S. Trustee Program representative of the fee applications filed by professionals in a Chapter 7 or 11 case.
* Review of Chapter 7 trustee's final distribution reports within 30 days of receipt to ensure that all funds from the bankruptcy estate are distributed.
* Assurance that the debtor's bankruptcy case will be administered as quickly as possible and that the appropriate funds will be dispersed as soon as practicable.
* Response to a complaint or inquiry within two weeks.
Labor (Department)
Bureau of Labor Statistics
Develops and provides labor statistical data.
Bureau of Labor Statistics (BLS) pledges the following to our customers:
* We will let you know in advance when we will release our data. We will meet our release dates as published.
* We will be available when you need us. Electronic access and 24 hour recorded messages are available for your most requested information. Information specialists are available during business hours.
* We will distribute data in the form that fits your needs as resources allow. Available formats include telephone; recorded messages; microfiche; fax; diskette and magnetic tape; Internet; TDD; and new releases, reports, bulletins, brochures, and flyers.
* We will provide you with the name and phone number of a person who can meet your data needs. Our Customer Service Guide includes the names of BLS subject matter specialists. If you ask something we cannot answer, BLS will refer you to someone who can. We want to make your information search as fast and direct as possible.
* We will help you to understand the uses and limits of our products. Call us with any questions you have.
* We want to meet your needs. If you have comments on our specific products, please call with your suggestions.
Employment Standards Administration
Office of Federal Contract Compliance Programs
Conducts compliance reviews and complaint
investigations.
Our standards for customer service are:
If you are an applicant or employee filing a discrimination complaint, you can expect OFCCP to:
* Thoroughly explain the complaint investigation process under OFCCP's regulations.
* Be an impartial third party in an effort to resolve your complaint.
* Assign, in a timely fashion, a compliance officer to your case who will interview you, answer all questions pertinent to your complaint, and keep you advised of our progress in conducting the investigation.
* Give you reasonable time to provide and explain your supporting documentation and adequate notification of any additional information needed.
* Provide you an opportunity to discuss OFCCP's findings prior to the conclusion of the investigation and an opportunity to provide additional information to support your complaint.
* Resolve your complaint in a timely manner.
If you are a federal contractor, you can expect OFCCP to:
* Provide technical assistance at your request, widely disseminate policy interpretations and publications, and answer questions regarding OFCCP's compliance activities.
* Explain why your facility was selected for review.
* Explain the purpose of the review, describe the compliance review, describe the compliance review process, and identify actions that you need to take to comply with our regulations.
* Fully consider your position and explanations during the conciliation process.
* Be respectful and professional during compliance reviews.
Office of Workers' Compensation Programs: Division of Coal Mine Workers' Compensation
Adjudicates and processes disability compensation claims filed by our nation's coal miners under the Black Lung Benefits Act.
In the processing of black lung benefit claims and payments, the Division of Coal Mine Workers' Compensation believes its customers are entitled to the following standards of service:
* To ensure that each of our customers receives courteous and prompt assistance upon request.
* To ensure that our staff's oral and written communication with our customers is easily understandable.
* To ensure that our decisions on claims and responses to inquiries are timely. For example, the initial eligibility decision on a new claim will, in all but the most complex cases, be made within six months of its receipt.
* To ensure that our staff explains to claimants the steps involved in the processing of their claims and informs them of their appeal rights.
* To ensure that there is a timely initiation of benefit payments upon the issuance of an award.
* To ensure that we provide our claimants with a clear explanation of reasons for a denied claim.
Office of Workers' Compensation Programs: Division of Longshore and Harbor Workers Compensation
Provide medical benefits, compensation for lost wages, and rehabilitation services to employees who are injured during the course of employment or contract an occupational disease related to employment.
Our program's commitment to you is to:
* Ensure that your employer provides prompt medical attention to you, and ensure that your treatment is provided by a physician that you select.
* Ensure that your employer/insurance carrier promptly pays initial compensation benefits due to you.
* Address all issues in dispute when an informal conference is conducted. Make specific written recommendations on these issues within 10 days of this conference.
* Ensure that all correspondence submitted to you by Department of Labor personnel is easy to understand.
* Respond to all communications from you in a courteous and professional manner.
Wage and Hour Division
Enforces labor standards laws protecting workers.
If you contact us with a question, you can expect:
* A clear and knowledgeable response to your question.
* Respect for your privacy.
If you are an employer contacted by Wage and Hour, you can expect us to provide:
* Understandable explanations of our enforcement process and your responsibilities under the laws we enforce.
* Cooperation in minimizing interruptions to your business operations, including the completion of our business as quickly as possible.
Mine Safety and Health Administration
Manages mine safety program.
Mandatory complete mine inspections:
* We will conduct complete inspections at all available underground mines four times a year and at all available surface mines two times a year.
* We will examine our mandatory regular inspection process to ensure the quality, flexibility, and consistency of our enforcement process.
Other mandatory inspections and investigations:
* We will complete other mandatory inspections and investigations as provided for in the Mine Act including initiating investigations of all miners' complaints of safety or health hazards normally within 24 hours and initiating investigations of written complaints of discrimination within 15 days of receipt. If you believe that a safety or health hazard exists at your mine, you can call MSHA toll-free at 1-800-746-1554--you do not need to give your name.
Quality and delivery of training products and materials to the customer:
* We will emphasize mine-specific and on-site miner training when we evaluate proposals to provide training to miners from state mining departments and others (MSHA State Grants Program).
Communication between MSHA and the customer:
* We will hold rulemaking hearings and topical health and safety conferences to provide forums for open discussion of health and safety concerns.
* We will consistently hold these events in the mining regions.
* We will work with state and local institutions and associations to provide miners with useful, understandable information about mining health and safety.
Occupational Safety and Health Administration
Helps make the American workplace as safe and healthful as possible.
Employers can expect OSHA to:
* Help them identify and control workplace hazards by offering a choice between partnership and traditional enforcement, by:
-- providing incentives (such as focused, limited-scope inspections) for employers who develop and implement effective worksite safety and health programs with meaningful employee involvement.
-- providing incentives for employers who correct hazards immediately, once identified.
-- providing technical assistance to help employers develop and implement effective worksite safety and health programs with meaningful employee involvement.
-- continuing to fund free, no-penalty consultation visits available to small business employers through state government.
* Focus agency inspections on the most significant hazards in the most dangerous workplaces, by:
-- targeting inspections by using worksite-specific data.
-- concentrating on significant hazards that put employees at risk of serious injury or adverse health effects.
* Be respectful and professional during inspections.
Office of the American Workplace
Labor Management Standards
Encourages the development of organizations of workplaces.
In preparing these customer service standards, OAW has chosen to focus on four major areas.
Best Practices Clearinghouse:
* You will be served by a knowledgeable and courteous employee.
* We will handle all information requests regarding aspects of high performance or the Clearinghouse within 48 hours of phone calls or written inquiries.
Labor Leadership Institute:
* We will provide timely input to the Steering Committee on program design and operations.
* We will participate in gatherings of union officials, who have experience with workplace change, to facilitate information collection and exchange.
* We will provide access to or names of individuals and groups that could provide expertise or material support to the Labor Leadership Institute program.
Business outreach:
* You will be served by a knowledgeable and courteous employee.
* We will handle all information requests regarding aspects of high performance or the Clearinghouse within 48 hours of phone calls or written inquiries.
OLMS public disclosure:
* You will be served by a knowledgeable and courteous employee.
* At the time a customer requests a report, a delivery time will be given.
* At the time a request is received, we will provide appropriate technical information if requested, or refer the requestor to the proper source.
* We will provide all customers with appropriate material and a new disclosure pamphlet when it is available. The target date for publication of the pamphlet is December 31, 1995.
National Aeronautics and Space Administration
Aeronautics Enterprise
Aggressively pursues the identification, development, validation, transfer, application, and commercialization of aeronautics technologies.
We commit:
* To meet all major milestones on schedule and cost, more than 95 percent of the time.
* To ensure that we are managing our aeronautics program to accomplish our vision and mission.
Human Exploration and Development of Space Enterprise
Pioneers the development and use of human development in space explorations.
* NASA will provide its current and prospective customers with credible, reliable, responsible information and services.
* NASA will communicate clearly how our customers can participate in the HEDS enterprise so that the customers understand the processes and can communicate their requirements and expectations back to NASA.
* NASA will increase the number of research and development partnerships with industry and academic institutions.
* NASA will use the latest computer and information systems technology to improve public awareness of NASA technologies, expertise, and facilities.
* NASA will encourage multicultural participation in all aspects of NASA and HEDS activities.
* NASA will emphasize opportunities for small and disadvantaged businesses and historically black colleges and universities to participate in HEDS-related initiatives.
In the near term, NASA and the HEDS enterprise are committed to:
* Safely fly an average of six to eight shuttle flights a year.
* Conduct six robotic solar system missions supporting HEDS prior to 2000.
* Provide approximately 500 cubic feet per year of on-orbit experiment volume for crew-tended space research and development.
* Provide approximately 120 cubic feet per year of on-orbit experiment volume for commercial initiatives.
* Develop and maintain a space station with continuous human presence by 1998.
* Provide approximately 1,800 cubic feet of experiment volume for space research, development, and commercialization after the space station is completed in 2002.
* Accelerate the timetable to conduct space research by a factor of two in the space station timeframe.
Space Technology Enterprise
Pioneers, with industry, the development and use of space technologies to secure national economic competitiveness and to support space missions.
We will:
* Conduct periodic workshops with industry participants to discuss the issues and implications of commercial technology policy.
* Implement new commercial technology practices related to:
-- contractor-developed technology commercialization,
-- industry-technology development partnerships,
-- dual-use technology development,
-- commercial technology acquisition,
-- small business technology development and commercialization,
-- regional alliances, and
-- post-technology development diffusion.
* Intensify commercial technology efforts by implementing an integrated industry-focused marketing plan emphasizing the commercial potential of NASA-supported technology.
* Establish metrics to manage all of NASA's collaboration with industry.
* Provide training to employees, contractors, and grantees to enhance their understanding of the national context of technology commercialization and equip them with the skills needed to support the mission.
* Use an electronic network to connect and manage all field and headquarters technology professionals and to take advantage of the benefits of electronic commerce.
National Mediation Board
Assists in maintaining a free flow of commerce in the railroad and airline industries by resolving disputes that could disrupt travel or imperil the economy.
You can expect our staff to meet the following standards:
* At least 90 percent of representation cases not involving a participant's request for Board-level action will be completed within 90 calendar days of docketing.
* In at least 90 percent of representation cases involving a participant's request for Board-level action, the NMB staff will submit a recommendation to the Board within 180 calendar days of docketing, and the Board will respond within an additional 30 calendar days.
* An updated NMB Representation Manual will be made available to the public during
FY 1995.
* An NMB investigator will be assigned to investigate representation cases within five business days of docketing.
* Representation and mediation applications will be responded to within three business days following their receipt by the NMB.
* All NMB mediators will have received training on innovative/enhanced mediation approaches by the end of FY 1995.
* At least two training/orientation opportunities will be made available to the parties by the end of FY 1995 regarding methods to reduce the volume of railroad grievance cases pending resolution.
* Arbitrators compensated by the NMB will be sent their payment within 14 days following the NMB's receipt of an appropriate voucher.
Pension Benefit Guaranty Corporation
Protects participants' pension benefits and supports a healthy retirement system.
For plan administrators--This is our pledge to you, our customer:
* We will mail the PBGC-1 Package seven months in advance of each plan's filing due date.
* We will return your phone call within 24 hours. If we cannot immediately resolve the issue you called about, we will tell you when you can expect it to be resolved, and we will give you the name and number of the responsible person.
* When you ask for reconsideration of the imposition of a premium penalty, we will acknowledge receipt of your request within one week. We will tell you when to expect a response and include the name and number of a contact person.
* We will designate a Problem Resolution Officer to serve as the focal point for complaints from premium payers and their representatives.
Securities and Exchange Commission
Protects investors through enforcement of the federal securities laws and oversight and regulation of the securities markets.
SEC's commitment to customers:
* SEC will provide courteous, timely, and responsive answers to all customers.
* SEC will make full use of an electronic bulletin board, a toll-free consumer hotline (available 24 hours a day), and an Information Line in the headquarters Public Reference Room to provide information and enable the public to make requests for certain services.
* SEC publications will be mailed out and telephone calls returned within 24 hours of investor request via toll-free consumer hotline.
* SEC will provide information in plain English to investors and filers and will encourage the securities industry to do the same.
* Staff of SEC's public reference rooms will assist investors and others in locating and obtaining information and in using the agency's electronic filing system (EDGAR).
* SEC staff will suggest alternatives or options to customers when SEC is unable to provide direct assistance.
* SEC will notify customers of all alternatives and options within 30 days of receipt of letters.
* SEC will inform investors of their rights.
* SEC will obtain comments and suggestions from customers on how to improve or modify SEC's consumer affairs program.
* SEC will solicit and obtain comments and suggestions from investors, filers, and others via electronic bulletin board, town meetings, advisory committees, surveys, and other forums.
Small Business Administration
Provides direct or indirect financing to small or disadvantaged business to promote small business formation and growth.
As part of our commitment to creating a new and improved SBA, we are determined to provide quality service to our small business customers. We are committed to establishing appropriate benchmarks from the "best in business," applying these standards to our programs, monitoring our success, and eliciting regular feedback from our customers on our performance. Specifically, we are committed to the following general principles:
* SBA will provide prompt, courteous, and accurate responses to requests for information received by telephone, in writing, or in person.
* SBA will continue to look for cost-effective and user-friendly ways to make information easily accessible to the small business community.
* SBA pledges to continue to streamline and reinvent processes to make conducting business with SBA easier for both our resource partners and small business owners.
* SBA will provide the small business owner with specialized technical assistance through a variety of programs in a variety of locations.
* SBA pledges to continue to work to relieve the regulatory burden on small business.
* SBA will continue to facilitate and strengthen working relationships between small contractors and federal procuring agencies.
State (Department)
Bureau of Political-Military Affairs
Conducts the application process for export licenses for defense trade products and services.
We will assist by:
* Providing timely, professional, knowledgeable, and courteous service to customers seeking guidance on registration, making applications for a defense export license or other approvals, requesting the status of specific licensing cases, or seeking guidance regarding compliance with export law and regulations.
* Taking action on all license applications (approve, disapprove, return without action, or coordinate with other offices) within 10 working days of receipt.
* Informing registered individuals and companies with timely information on the status of their license applications. For persons who do not have electronic access to the DTC system, timely telephone responses are provided. Telephone inquiries are responded to by a responsible officer within 24 hours of receipt.
* Providing timely and authoritative guidance to the U.S. defense industry regarding export policies, procedures, and practices, based on interpretation of the International Traffic in Arms Regulations (ITAR), the Arms Export Control Act (AECA), and other pertinent laws, national interests, and multinational agreements or arrangements. This includes the presentation of and participation in organized seminars, in-house training, and other public outreach efforts, such as the Defense Trade News.
* Enhancing automated data processing to facilitate the electronic handling of requests for licenses and other approvals and increasing responsiveness to U.S. government requests for assistance.
* Ensuring proposer compliance with U.S. regulations, effective investigative and prosecutorial enforcement actions, as well as administrative procedural follow-up against violators of the AECA and the ITAR.
* Surveying customer satisfaction periodically to solicit suggestions for improving DTC services.
Office of the Coordinator for Business Affairs
Business Facilitation Services
Serves as the "America Desk" in the State Department and ensures that concerns of the American people and the business community are represented in our foreign policy.
The State Department is committed to:
* Take the concerns of U.S. business into account on foreign policy issues affecting American business interests.
* Ensure fair and nondiscriminatory ground rules for the conduct of international trade.
* Provide well-trained and knowledgeable trade specialists available to assist U.S. business in each overseas mission.
* Provide sound professional advice and analysis on the local political and business environment.
* Provide assistance in contacts with key public and private sector decisionmakers.
* Actively promote U.S. firms in international bids, and, where more than one U.S. firm is involved, provide support for all interested firms.
* Provide assistance in achieving amicable settlement of investment and trade disputes, and, in case of expropriation or similar action, facilitate prompt and adequate compensation.
Our service standards:
* We will provide these services in a prompt, responsive, and courteous manner.
* We will answer your questions, provide the help you need, or let you know of any problems in doing so within one week after you contact us.
Transportation (Department)
Federal Aviation Administration
Airport Grants
Works in partnership with the aviation community in determining the most prudent use of federal and local funds to support existing and future airport development needs.
FAA will:
* Respond to any request to be included in the National Plan of Integrated Airport Systems within 10 working days.
* Conduct special workshops and seminars and participate in state aviation and airport user group meetings whenever requested to provide advice and receive comments on planning and development guidelines.
* Update our advisory circulars to reflect the current state of the industry whenever changes are made to the airport development standards.
* Consider all requests for airport inspections within 30 days to determine conformity with federal standards.
* Conduct local joint planning conferences, as requested, and take necessary follow-up actions.
* Coordinate Airport Capital Improvement Plan formulation with airport sponsors on an annual basis.
* Respond within 30 working days to requests for assistance regarding airport development needs.
Civil Aviation Security
Seeks to protect the traveling public in air transportation throughout the world.
FAA will:
* Always seek input from and coordinate with all stakeholders before amending the Federal Aviation Regulations and security programs.
* Have Federal Security Managers at 19 major airports in the United States to coordinate security measures, policies, and programs.
* Have agents at airports across the country to conduct continuous inspections and investigations of security measures, to share results immediately upon completion, and to ensure corrective action.
* Provide Federal Air Marshals for in-flight security on selected flights for U.S. airlines.
* Conduct hazardous materials surveillance and inspection of all air carriers serving the United States to ensure safe handling.
* Provide training and support for K-9 explosive detection teams at major airports.
* Collaborate with FBI, Drug Enforcement Administration, and U.S. Customs to develop strategies and state-of-the-art techniques for drug interdiction.
Pilot Medical Certification
Ensures that airline pilots, passengers, and the public are safe from aircraft accidents that could be the result of pilot medical problems.
* Your pilot medical certificate will be issued to you in your Aviation Medical Examiner's (AME) office on the day you complete your medical examination, unless medical problems require further review.
* If your certificate cannot be issued by your AME because further medical review is required, your paperwork will be forwarded to FAA. We will process your application for medical certification (excluding special issuance cases) within 15 working days of receipt of all necessary medical information from your medical provider.
* We will respond to your request for duplicate medical certificates within three working days of receipt.
* We will respond to your request for full review of medical records within 15 working days of receipt.
Weather and Flight Service
Provides general aviation pilots with easy access to weather data and flight plan processing via personal computer.
* Assure pilots who possess a valid pilot certificate and current medical certification will be given Direct User Access Terminal (DUAT) access within 10 days of their request for service.
* Provide enhancements to the current system, such as weather graphics and International Civil Aeronautics Organization flight plan capabilities, as advances in technology are identified.
* Translate DUAT alphanumeric weather data into plain text English.
* Provide 24-hour free access to the DUAT vendors' "Help Line" for questions regarding technical or database problems.
Federal Highway Administration
Federal Aid Program
Ensures the highest quality surface transportation system for the nation.
For our partners:
* We will inform you of all major changes in polices and regulations in a clear and timely manner. Except in unusual circumstances, you will have at least 60 days in which to offer your views on all proposed changes, and your views will be appropriately considered. The regulations will be clear and realistic and impose only the minimum necessary requirements.
* All of our partners and customers with whom we have a financial relationship will receive timely and accurate payment of all funds due to you. For those state partners who use electronic signature, we will make reimbursement payment to you on the same day that you request it.
* We will provide you, either directly or through other sources, with the best available training, technical assistance, and access to state-of-the-art transportation technology that will meet your needs.
* We will provide an open and cooperative approach to considering and deciding on changes that may affect practices, materials, or other aspects of transportation improvement activities.
* We will show integrity in our business processes, openness to innovation, and objectivity in our evaluations.
For the motoring and general public:
* All persons and businesses affected by federally aided transportation improvements will have an opportunity to present their views during the decisionmaking process, and they will receive all services and benefits to which they are entitled under the law.
* All federally aided transportation improvements will be undertaken with the aim of minimizing delay and maximizing safety in and around construction activities.
* We will work with our partners to address identified safety problems in a timely and prioritized manner.
* We will work closely with our partners to enhance the condition and performance of our nation's major roads and bridges.
* We will work with our partners to ensure quality and appropriate uniformity in signs, signals, and design standards on the nation's major highways.
* All federally aided transportation improvements will take full account of impacts on the human and social environment and on historical sites. We promise to minimize those impacts to the fullest reasonable extent, and to enhance the environment whenever possible.
* All of our partners and customers will be provided with timely and accurate information whenever you request it. You will receive the requested information, or a specific commitment for future delivery, within 10 days of our receipt of your request.
Motor Carrier Safety
Ensures safety on America's highways and the safety of the vehicles using the highways.
* We will inform you of every major change in motor carrier regulations by providing you with a copy of, or information describing, the new regulations, or by conducting industry briefings.
* We will provide information about regulatory changes to trade associations, trade press, and other motor carrier publications.
* You will receive information regarding changes in motor carrier regulations during our on-site reviews of your operations. You will also receive the specific information and materials needed to help you comply with the safety regulations.
* When you call or write to us requesting information, we will provide the information to you within five working days of receiving your request.
* We will work with state motor carrier safety enforcement agencies to ensure no duplication in the scheduling of on-site reviews.
* We will review your accident records and provide an accident prevention package to motor carriers that are experiencing accidents regardless of your safety compliance.
* If you are a hazardous materials or passenger carrier and receive an unsatisfactory safety rating as a result of our review, we will conduct a follow-up review within 45 days, as requested, to ensure you the opportunity to remain in business.
* We will periodically collect information from the entire motor carrier industry that will allow us to better serve you. The information request will ask if you are still in the motor carrier business, whether the nature of your business has changed, and how we can improve the information and technical assistance we provide to you.
* We will work with state motor carrier regulatory agencies, insurance companies, trade associations, and other industry groups to identify motor carriers that may not know that they are subject to safety regulations. We will provide these newly identified motor carriers with the information they need to comply with safety regulations.
Federal Railroad Administration
Promotes rail safety throughout the U.S. railroad system and encourages policies that help rail realize its full potential.
For the railroad industry, we will:
* Conduct roundtable forums to enhance the working relationship FRA has with rail industry representatives.
* Provide standardized responses under the Federal Torts Claim Act to typical situations, including specific instructions to claimants as to how to comply with applicable law and regulations to reduce confusion with respect to legal requirements for first time claimants.
* Improve information flow to requesters under the Freedom of Information Act (FOIA) by providing interim responses acknowledging their requests within three days of receipt in the Chief Counsel's Office. Respond to telephone calls seeking the status of pending FOIA requests within 24 hours.
* Actively participate in Safety Assurance meetings with rail labor and management. Provide quarterly copies of the employee newsletter, Train of Thought, to continue flow of information to all FRA employees and interested external customers.
* Bring a "systems" approach to rail safety that emphasizes uniformity and consistency in safety assurance with the development of the Safety Assurance and Compliance Program.
* Streamline the regulatory process with an emphasis on developing quantitative data justifications for decisionmaking purposes.
* Build working relationships with railroad management and labor through regularly scheduled meetings between federal inspectors and local labor.
* Accelerate the processing of waiver petitions.
* Provide a master waiver process to railroads and provide training in its application.
* Conduct customer roundtable forums to improve the reasonableness of operations and allow customers to gain insight into the influences that bear upon the agency.
* Ensure consistency of information presented on hours of service by assisting FRA personnel in preparation of training presentations.
* Furnish briefing information to the railroad industry, the public, and FRA employees on recent alcohol and drug control and engineer certification requirements.
* Promptly process grant applications and contract proposals submitted by states, localities, private entities, and Amtrak in connection with programs that the Office of Railroad Development administers.
* Consult and work closely with Amtrak management to prepare Amtrak budget documents and other relevant reports.
* Reach out to and consult with organizations, including labor unions, affected by reports and policy recommendations for which the Office of Railroad Development is responsible.
* Develop reports and publish conclusions and policy recommendations.
* Promptly publish results of R&D projects within 30 days of final approval.
* Sponsor outreach meetings and attend association meetings and conferences to foster customer partnerships.
* Receive input on the future direction of the R&D program with members of the railroad industry and industry suppliers.
* Work with commuter rail agencies and state Departments of Transportation, including Amtrak, to develop financing and operations coordination plans for the Northeast Corridor.
* Promote the Partnership Transportation Investment (PTI) initiative at conferences.
* Develop a brochure to detail the status of the PTI initiative, including types of projects approved to date.
* Develop evaluation tools to provide states, Metropolitan Planning Organizations, and railroads assistance in determining the rate of return to prioritize projects in order to better allocate limited infrastructure dollars.
* Conduct briefing sessions to help customers mold projects that will fit Federal Highway Administration guidelines for the PTI initiative to promote and develop projects with our customers.
Railroad Safety
We will:
* Install toll-free lines to FRA Office of Safety headquarters and regional offices.
* Implement negotiated rulemakings--such as on trackside worker safety--whenever possible to encourage consensus building.
* Educate labor and management on inspection and enforcement procedures and use opportunity as listening post to seek feedback and suggestions.
* Conduct inspection demonstrations and briefings, including training videos, in partnership with labor and management customers.
* Conduct in-depth surveys of all major customers to improve customer services.
* Voluntary compliance: Develop safety profile for all Class I railroads and work with three railroads to develop systemwide safety management plans.
* Train small railroads on safety rule compliance and provide assistance to resolve safety issues.
* Reduce average time from receipt to resolution of safety complaints to 60 days.
* Use mentoring techniques to model best practices in safety performance: Bring together an exceptionally safe railroad with a railroad that needs improvement.
* Work with states to prepare inspection schedules; meet with states annually to minimize the disruption caused by duplicate scheduling.
* Investigate inspection complaints from railroads within 10 working days.
Federal Transit Administration
Provides financial assistance for transit planning, operations, and capital programs.
Grantees for public transportation can expect the following.
Grant assistance:
* We will provide you with courteous and timely service.
* We will implement an Electronic Grant Making and Management System by the end of FY 1996 that will reduce by more than 50 percent the amount of paperwork you are required to submit with each grant application.
* We will approve completed formula grants within 30 days of receiving the application.
* We will ensure that your grant drawdowns are deposited in your financial institutions in two days or less from the time of your request.
Technical assistance:
* In FY 1996 we will improve your access to program, policy, and procedural information by expanding our use of electronic media such as bulletin boards, the Internet, etc.
* We will respond to your routine telephone queries within 24 hours and routine mail queries within five business days.
* We will disseminate program guidance/technical assistance information within 30 days of availability of publication.
By the end of FY 1996, we will:
* Issue a guidance circular for the Capital Program.
* Update the circulars for the Urbanized Area Formula Program, the Metropolitan Planning Program, the Elderly and Persons with Disabilities Program, and the Non-urbanized Area Formula Program.
* Update the circulars for Title VI and the Equal Employment Opportunity programs and the guidance on environmental requirements.
* To ensure open lines of communication and enhance technical assistance, we will ask your participation in regularly scheduled outreach meetings, annual regional meetings, and town hall meetings; and continue to conduct formal customer service surveys.
We will use feedback received from you to:
* Stay abreast of your needs and evaluate our performance in serving them.
* Develop and improve training and other technical assistance.
Maritime Administration
Federal Ship Financing
Provides financing assistance.
* We will evaluate the completeness of your application and provide you with an initial response within 10 to 14 days.
* We will return your phone calls within 24 hours.
* We will respond to your information requests within one to three days.
* We will provide you with status reports of your application progress on request.
* We will process a complete application within 60 days.
* We will treat you with respect and courtesy at all times.
Maritime Exchange
Operates an electronic bulletin board system, MARLINESPIKE, to disseminate timely maritime-related information in a user-friendly manner.
* Maintain current and timely information.
* Respond within 24 hours to any questions you may have about system operations.
* Maintain system availability on a 24-hour basis.
* Monitor the forum continuously to provide you with current maritime information.
* Welcome any suggestions you may have on how we can improve this system through the e-mail selection found on the bulletin board or by calling our help line at 1-800-9US-FLAG.
* Treat you with courtesy and respect at all times.
Resource and Education Center
Supports the efforts of U.S. shipbuilders, ship repairers, and marine suppliers to compete in the international commercial marketplace by acting as a major information source and facilitator for the maritime industry.
* Provide accurate and complete responses to your inquiries.
* Provide technical assistance in using all library resources.
* Respond to your information requests within one to three days.
* Return your telephone calls within 24 hours.
* Treat you with respect and courtesy at all times.
National Highway Traffic Safety Administration
Motor Vehicle and Traffic Safety Program Services
Provides technical assistance and outreach services to attract national organizations as partners in auto and traffic safety program initiatives.
Program planning--We will:
* Invite your organization to participate in the strategic and tactical planning stages of major new motor vehicle and traffic safety program initiatives.
Technical assistance--We will:
* Facilitate communication with your organization and others interested in becoming involved in priority motor vehicle safety and traffic safety programs.
* Provide current and accurate information and data within 10 business days after we receive your request.
* Provide technical experts as panelists and speakers, whenever possible.
* Participate in your key meetings and events, and assist national coalitions of organizations interested in motor vehicle and traffic safety.
Program information and materials--We will:
* At least annually, publish a traffic safety program and publication update, including projects and materials planned for completion within the coming year.
* Every April and October, publish an update of our motor vehicle safety program activities in the Federal Register.
* Ship program materials for major traffic safety program initiatives 90 days before they will be needed.
* Provide at least a 30-day advance notice of when national media campaign materials will be distributed to media outlets.
* Each January, publish a catalog of traffic safety program materials that includes ordering instructions and a contact for the status of orders.
Training--We will:
* Develop training and assist national organizations in planning and/or conducting training for their own members and constituencies.
Research and Special Programs Administration
Hazardous Materials Safety
Provides regulatory standards on the Hazardous Materials Safety program.
Our commitment to you:
* The 1996 Emergency Response Guidebook will be available in English, Spanish, and French.
* We will return your phone calls before the end of the next business day.
* We will mail training materials and publications within one week of receipt of your request.
* We will investigate all reports of noncompliance with the Hazardous Materials Regulations and expedite the resolution of violations to protect our nation's environment and citizens against potential hazardous materials disaster.
* We will inform you of regulatory changes through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with a selection of information available for downloading.
* We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.
* We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.
Hazardous Materials Safety: Emergency Planning and Training Grants
Provides hazardous materials emergency planning and training grants.
Our commitment to you:
* We will return your phone calls before the end of the next business day.
* We will inform you of grant awards within 10 days after awards are made.
* We will provide you with a selection of emergency planning and training information as files available for downloading from the Hazardous Materials Information Exchange (HMIX) bulletin board.
* We will mail hazardous materials emergency preparedness curriculum guidelines, training materials, and other safety-related publications within one week of receipt of your request.
* We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, and other safety-related information on a continuous basis.
* We will help you assess the content of your selected courses to verify that they will qualify as hazardous materials training under the grant program.
Hazardous Materials Safety: Registration Programs
Provides registration data for the Hazardous Materials Safety program.
Our commitment to you:
* We will process temporary registrations over the phone, 24 hours a day, seven days a week.
* We will issue registration certificates within 10 business days of receiving your registration statement and fee.
* We will mail a registration form within 10 days of receiving your request. We will mail the next year's registration form and instructions as a reminder.
* We will inform you of any changes in the registration program through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with the registration form as a file available for downloading.
* We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, etc.
* We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.
* We will investigate all reports of noncompliance with the Hazardous Materials Regulations to aid in reducing the cost of unfair competition.
Hazardous Materials Safety: Small Business
Provides Hazardous Materials Safety assistance in support of small businesses.
Our commitment to you:
* We will return your phone calls before the end of the next business day.
* We will mail training materials and publications within one week of receipt of your request.
* We will investigate all reports of noncompliance with the Hazardous Materials Regulations to aid in reducing the cost of unfair competition.
* We will inform you of exemptions and approvals through the Hazardous Materials Information Exchange (HMIX) bulletin board and provide you with a selection of information available for downloading.
* We will add your name to our mailing list when requested. You will receive the hazmat newsletter, safety notices, public meeting announcements, etc.
* We will offer four multimodal Awareness Seminars at locations around the country each year to provide you with the latest information on hazardous materials transportation.
* We will increase the number of hazmat Train-the-Trainer courses offered by 25 percent to help you reduce your costs in training your entire staff.
* We will hold public meetings as needed to hear your comments and suggestions on eliminating unnecessary or burdensome regulations and when considering the need for new or amended regulations.
Pipeline Safety: Small Business
Ensures the safe, reliable, and environmentally sound operation of the nation's pipeline transportation system for small pipeline and master meter customers.
Our commitment to small businesses:
* We will hold exit interviews after all pipeline safety inspections to advise pipeline operators of safety deficiencies and ways to achieve compliance.
* We will conduct public education campaigns and participate in public forums at least six times a year to increase public understanding of pipeline safety, one-call systems, and damage prevention programs.
* We will respond to your telephone inquiries no later than the end of the next business day.
* We will acknowledge your requests for pipeline safety waivers, interpretations, and petitions within 10 days of our receipt. These requests will be processed within 60 days of receipt. If more time is required, we will provide you with a written explanation.
* We will provide technical assistance and training, on an ongoing basis, to aid small pipeline operators in meeting federal safety standards. We will also provide you with information on changing pipeline safety technologies through professional seminars, safety publications, public meetings, and fact sheets.
* We will provide you with copies of the Pipeline Safety Regulations within 10 days of your request.
* We will add your name to our mailing list when requested. You will receive copies of regulatory proposals, safety notices, public meeting announcements, and other information.
* We will seek your input on improving pipeline safety regulations and work with you to develop risk-based pipeline safety regulations and nonregulatory approaches to safety concerns.
U.S. Coast Guard
Commercial Fishing
Assists the commercial fishing industry by protecting marine resources and providing safety at sea.
Our standards call for:
* Protecting critical spawning and nursery grounds annually.
* Reducing the adverse impacts of By-Catch annually.
* Maintaining 24-hours-a-day, seven-days-a-week search and rescue services on demand.
* Providing 24-hours-a-day, seven-days-a-week radionavigation services and operation of the VHF-FM national distress system, Channel 16.
* Providing 24-hours-a-day, seven-days-a-week navigation information services at (703) 313-5900.
* Maintaining surveillance of our nation's Exclusive Economic Zone to prevent poaching.
Treasury (Department)
Bureau of Alcohol, Tobacco, and Firearms
Alcoholic Beverage Label Approvals
Issues label certificates to the alcoholic beverage industry.
We will:
* Approve or reject your formal label application within nine calendar days of receipt. You will be notified by phone, fax, or in writing if the processing will exceed nine calendar days.
* Comment on proposed (informal) labels within 15 calendar days. You will be notified by phone, fax, or in writing if our review will exceed 15 calendar days.
* Respond to your correspondence within 21 days. You will be notified by phone, fax, or in writing if, for any reason, we can send only a partial reply. We will tell you how long it will be before we can answer your questions fully.
Importation of Specific Firearms, Explosives, Ammunition, and Implements of War
Processes applications for the importation of a variety of firearms, ammunition, explosives, and implements of war for persons and for businesses wishing to import such materials into the United States.
Our service commitment to you:
* You have the right to expect professional, prompt, and courteous service when you need our assistance in completing your importation forms.
* A correct ATF Form 6 will be processed in four to six weeks from date of receipt. Military personnel returning from overseas are reminded to plan ahead for mailing your application(s) in order to meet your return date. If we are unable to process your application because of incomplete or inaccurate information, we will return your application to you for correction within 10 working days.
* Questions concerning the status of your importation application can be answered by calling us directly. If the Specialist or Examiner assigned to your application is not available at the time of your call, we will respond to you by close of business the next working day.
* We will respond to your written correspondence within 21 calendar days of its receipt. However, should we need additional time to research your question(s), we will notify you by phone or in writing and provide you with an approximate response date.
Nonbeverage Drawback Formula Approvals
Examines formulas and analyzes samples to determine if products qualify for tax refunds.
We will:
* Approve, disapprove, or identify deficiencies of submissions within 10 working days. Unusually complex products may require additional time, but these account for less than 10 percent of submissions.
* Respond to your telephone requests for information and assistance by the end of the following business day.
* Hold in the strictest confidence all information you provide us about your product formulas and manufacturing processes.
* Apply the same criteria to the evaluation of formula submissions from all our customers.
Specially Denatured Alcohol Formula Approvals
Examines formulas and analyzes product samples submitted by those manufacturers wishing to use Specially Denatured Alcohol (SDA) in their chemical processes or articles.
The Nonbeverage Products Section of the ATF Laboratory has developed standards for service to our customers. When you deal with us, you have a right to expect that we will:
* Approve, disapprove, or identify deficiencies of submissions within four weeks of receipt.
* Hold in the strictest confidence all information you provide us about your product formulas and manufacturing processes.
* Apply the same criteria to the evaluation of formula submissions from all our customers.
Comptroller of the Currency
Supervises and examines federally chartered national banks.
Bank Examinations
We've set the following standards to let you know what to expect of us and what we can expect of you.
Before examination:
* Telephone contact: The examiner-in-charge (EIC) will normally contact the bank's chief executive officer (CEO) by telephone before the examination begins to outline the scope and objectives of the upcoming examination. The EIC will provide information about examiners' schedules, staffing levels, and projected on-site time. The EIC will also identify bank needs and areas the bank wants OCC to review.
* Written contact: At least three weeks before the examination, the EIC will normally notify the bank, in writing, of the:
-- examination start date,
-- scope and objectives of review,
-- advance information the bank must provide to the examination team, with due dates,
-- information the bank must have available for the examiners at the onset of the examination, and
-- name and telephone number of the OCC contact.
* Team preparation: Before the start of the examination, the examination team will review:
-- information provided by the bank,
-- prior examinations,
-- pertinent consumer or fair lending complaint information, and
-- the office's Community Reinvestment Act (CRA) file.
* Community contact: The EIC or the OCC's appropriate CRA Officer will contact a sample of locally based customer, community, small business, and government groups for information before or during a CRA examination to give them the opportunity to provide input into the examination. Starting in 1995, OCC will publish a list of the CRA examinations scheduled for the upcoming quarter, at least 30 days before the beginning of each calendar quarter.
During examination:
* Entrance meeting: At the start of the examination, the EIC will hold an entrance meeting with the bank's CEO and appropriate members of senior management and/or board of directors. At this meeting, the EIC will:
-- explain how the examination team will conduct the examination,
-- establish the way examiners will communicate with bank, management and employees during the examination,
-- explain the role of each examiner, and
-- answer any questions.
* Examiner conduct: Examiners will:
-- ensure confidentiality of records,
-- conduct meetings and gather information efficiently to minimize disruption,
-- adhere to schedules for meetings, appointments, and providing updates to bank management during the examination,
-- discuss needs for timely information,
-- be respectful of the opinions of bankers and locally based groups,
-- handle any conflicts in a tactful and professional manner.
* Examination management: The EIC usually will be present throughout the examination. Field managers, or their designees, will visit or call during on-site examinations.
After the examination:
* Exit meetings: At the completion of the examination, the EIC will meet with the bank's management. This meeting will rank the issues identified in the examination and help management understand which areas present the most risk to the bank. At this meeting, bankers may respond to OCC concerns, provide clarification, or ask questions. The examiners will ask for bank management's commitment to correct weaknesses noted during the examination. Before the report of examination is finalized, the examiner will provide a draft of the portions of the report of examination titled "Examination Conclusions" and "Matters Requiring Board Attention" so that bank management may review them for accuracy. The "Examination Conclusions"
section will explain why OCC cited the deficiencies. Examiners will offer examples of acceptable solutions. In preparing those
conclusions, the examiners will consider the importance of their recommendations and their impact, such as cost, on the bank's operations.
* Board of directors meeting: OCC will conduct the meeting after the board has reviewed the draft report of examination or a synopsis of examination findings. At the board meeting, the examiners will describe:
-- any major concerns,
-- what the bank is doing well,
-- what OCC expects the bank to do and when, and
-- industry issues affecting the bank.
* At the board meeting, OCC will provide an opportunity for the board members to provide comments and to ask questions.
* Report of examination: The final report of examination will be consistent with findings and conclusions communicated to the bank during the examination.
* Follow-up activities: Examiners with ongoing responsibility for supervising banks will:
-- respond to information received from the bank within 30 days of receipt, and
-- document follow-up activities in OCC's supervisory monitoring system.
Office of Thrift Supervision
Ensures safety and soundness of the thrift industry; supports industry efforts to meet housing and other community credit and financial services needs.
Examinations
* A member of your OTS supervisory team will contact you at least semiannually between examinations and will be available to meet as needed.
* We will provide you with the names and phone numbers of your supervisory team members.
Pre-examination process:
* We will mail the Preliminary Examiner Response Kit (PERK) at least four weeks before an examination begins, and it will include an approximate examination start date. It will also include a point of contact at OTS.
* We will focus our PERK request on only that information necessary to facilitate the examination.
* We will ensure staff continuity from one examination to the next.
* We will provide an estimate of the staffing levels and time required to conduct the examination at least four weeks before an examination.
* We will conduct concurrent examinations, but will consider requests to conduct non-concurrent examinations.
Examination fieldwork:
* On the first day of the examination, the Examiner-in-Charge will schedule a meeting with the Chief Executive Officer or a representative.
* We will meet at least weekly with appropriate institution personnel to convey issues, concerns, and examination findings to date.
* We will conduct an exit meeting to summarize key findings, make recommendations, and receive and consider management's responses.
Post-examination process:
* We will deliver the report of examination within 30 days after completion of fieldwork to institutions rated 1 or 2, and within 45 days for those rated 3, 4, or 5.
* We will entertain requests from healthy, well-run thrifts that wish to forgo a board meeting from time to time.
* When a board meeting is conducted, we will make every reasonable effort to schedule it in connection with a regularly scheduled board meeting.
U.S. Customs Service
Land Border Crossings
Enforces compliance of federal laws at land border ports-of-entry.
We are committed to upholding the following customer service standards at land border ports-of-entry:
* Treating you, our customer, with professionalism and respect.
* Working with you, facility managers, and other federal agencies to provide excellent customer service while enforcing the laws of the United States.
* Providing a supervisor (by phone in remote locations) to address your inspection-related concerns before you leave the area.
* Making every effort to minimize your wait for inspection.
* Responding to your written inquiries as expeditiously as possible. Upon receipt of your written inquiry with a phone number, we will contact you within five working days. We will mail you a written response within 10 days, if desired.
Importation of Merchandise
Enforces over 500 laws regarding importation of merchandise.
Informed compliance:
* Customs field offices will respond to your request for a binding ruling within 30 days unless the issue must be referred to a Customs attorney, in which case rulings will be issued within 120 days of receipt.
* Customs will make all rulings available on diskettes by subscription at a nominal fee.
* Customs will provide at least two weeks' advance legal notice of all changes to its regulatory procedures.
Transaction processing:
* Customs will notify the importer and/or the broker of any detention within five working days.
* Customs will issue an administrative decision regarding the detention within 30 days of the detention.
* Customs will respond to any inquiry made of entry specialist teams within four business hours.
* If an entry is electronically transmitted, Customs will review these documents and grant quota acceptance status, if appropriate, within six business hours of presentation.
* Customs will reject unacceptable records that do not involve antidumping or countervailing duties within 30 days of receipt.
* Customs will liquidate entry summaries involving antidumping or countervailing duties within six months from Customs receipt of liquidation instructions from the Department of Commerce.
Fines, penalties, and forfeitures:
* Customs may allege that imported goods are being entered or introduced in a manner contrary to law. Some of these laws permit the assessment of fines or penalties, while others authorize seizure of the merchandise. In either case, you will be notified in writing of the allegations, your right to request an oral presentation, and your right to submit a written petition seeking remission or mitigation of any such penalties or forfeitures.
Automated Commercial System (ACS) availability:
* The ACS will be available for use 99 percent of scheduled operating hours.
* On-line transactions will be completed in less than seven seconds.
* Batch transactions will be turned around to the user's terminal in no more than 15 minutes for the Automated Broker Interface; five minutes for the Air Manifest Interface; and 15 minutes for the Sea Manifest Interface.
* There will never be a phone wait of more than 60 seconds before a caller is connected with a help desk technician.
U.S. Agency for International Development
Independent federal agency that manages U.S. foreign economic and humanitarian assistance programs around the world; promotes sustainable development worldwide that does not exhaust local resources or damage the economic, cultural, or natural environment.
Domestic Development Partners
Based on issues and concerns raised in numerous forums, USAID has developed these standards to address our domestic partners' concerns. They represent the way USAID will work to achieve a more efficient relationship with our development partners and service providers. USAID is committed to providing:
Quality:
* On a regular basis, we will communicate with our customers to improve our processes and simplify our business practices.
* We will include our customers and partners in an ongoing, consultative process on policy, programmatic, and procedural matters.
* We will hold semiannual vendor meetings for service providers and partners.
* We will periodically survey customers and partners to see if the changes in our policies and procedures are working to eliminate the impediments you have identified and report customer satisfaction.
* If USAID issues a grant, cooperative agreement, or contract, an Agency project officer will be assigned to facilitate our relationship. The project officer will provide his/her phone number, address, e-mail address, and fax number.
* To simplify the Private and Voluntary Organizations (PVO) registration process, we have, in collaboration with our PVO partners:
-- Reduced the number of documents required from new PVO registrants from 18 to six.
-- Reduced the number of documents required annually from PVO registrants from six to three.
-- Revised and simplified USAID Form 1550-2, used to compute a PVO's "privateness percentage."
* To be more consistent in applying USAID policies and procedures, our contracting and grants officers:
-- Interpret and apply policies and regulations consistently in awarding grants and contracts.
-- Eliminated redundant procurement processes, procedures and reporting requirements by December 1994.
-- Published and made available by September 30, 1994, A Guide to Doing Business with the U.S. Agency for International Development, which clearly and concisely describes USAID's policies and procedures.
Timeliness:
* We will improve the turnaround time for our processes.
* We will answer your questions in a courteous, prompt, and professional manner.
* You will receive an initial response to calls and e-mails within 24 hours; written inquiries will be answered within 10 working days from receipt. If a full response is not possible within these periods, we will indicate a probable timeframe for resolution.
* USAID's Office of Procurement will make noncompetitive awards within 90 days, and competitive awards within 150 days.
* We will modify contracts and amend grants within 90 days of receipt of requests for action from line offices.
* PVOs seeking registration and eligibility requirements to compete for development assistance grant funds are sent a complete registration packet within five days from the receipt of inquiry.
* Applications to register new PVOs are reviewed and formal notice of acceptance or denial is mailed within eight weeks of receipt of fully completed application packages.
* Within three days of an organization's request for funds under a letter of credit, payment is deposited in its bank account via electronic funds transfer.
Access to information:
* USAID will offer greater access and more transparency to Agency activities and information.
* Outside vendors can dial in to an electronic bulletin board and check the status of all invoices and payments.
* Assistance and acquisition information relevant to PVOs, nongovernmental organizations, universities, and private businesses are available on USAID's gopher (gopher.info@usaid.gov) and USAID's new World Wide Web home page (www.info.USAID.gov). Information available includes:
-- general information on USAID-funded programs,
-- country strategies and implementation guidelines,
-- USAID publications,
-- all USAID/W solicitation documents,
-- USAID procurement policies and opportunities,
-- all procurement award notices, posted within five working days of approval,
-- all USAID Commerce Business Daily notices, posted within 24 hours of appearing in the Commerce Business Daily,
-- Center for Trade and Investment Services information on business opportunities, and
-- Office of Small and Disadvantaged Business Utilization information on business opportunities.
Overseas Partners
For partners and customers overseas, USAID is committed to providing:
Quality:
* On a regular basis, we will communicate with our partners and customers to improve the quality of USAID's humanitarian assistance, development programs, and customer satisfaction.
* Each overseas mission will develop and maintain a Customer Service Plan that will state how customers and partners are included in determining customer needs and achieving objectives, explain how customer feedback will be regularly incorporated into work processes, and identify key customer service principles and standards.
* We will improve participation in our overseas mission programs to include our customers in planning and implementing USAID's work, and in planning and conducting periodic surveys to determine if services are being delivered in a satisfactory manner.
* We will periodically survey our customers to assess their expectations, determine their needs in relation to USAID's programs, and report customer satisfaction.
* We will assure USAID's programs provide high-quality technical services that are tailored to our customers' needs.
* We will directly involve customers in defining plans and activities to ensure results and continuous improvements in USAID's programs.
* We will continue to collaborate with customers, local partners, and stakeholders to ensure service delivery meets the needs of our customers and serves America's long-range foreign policy interests.
Timeliness:
* We will improve the turnaround time for service to our customers.
* Provide an initial response to inquiries within 24 hours; written inquiries will be answered within five working days from receipt. If a full response is not possible within these periods, we will indicate a probable timeframe for resolution.
* We will disburse funds in time to allow for implementation of activities on schedule.
Access to information:
* USAID will offer greater access and more transparency to Agency activities and information.
* Provide periodic customer information guides to activities, processes, and information.
* We will hold semiannual meetings with customers and partners to provide information and facilitate an open dialog regarding USAID programs.
U.S. Trade and Development Agency
Assists in the creation of jobs for Americans by helping U.S. companies pursue overseas business opportunities.
* TDA Services will meet the highest standards for quality, innovation, and timeliness.
* All TDA staff take personal responsibility for client satisfaction. To this end, we will proactively seek new and better ways to understand and meet our clients' needs and to solve problems.
* TDA's clients will receive:
-- professional, courteous responses to all contacts,
-- if we cannot be of assistance, specific reasons why we cannot meet your request, and
-- an answer to all telephone inquiries for general information on the first call.
* If TDA does not provide the requested services, then we will attempt to advise you where to obtain them and help you make the contact.
Veterans Affairs (Department)
Office of Small and Disadvantaged Business Utilization
Provides assistance to small and disadvantaged businesses on Department of Veterans Affairs business.
Reliability (the ability to perform the promised service dependably and accurately):
* When we make a commitment to you, we promise to fulfill it on time. This means "we will do what we say, when we say we will do it."
Responsiveness and communications (the willingness to help customers and provide prompt service):
* We will publish reliable information on "who is buying what when" as soon as feasible.
* We will publish VA's "Forecast of Contracting Opportunities" report on the VA Vendor's Bulletin Board System (VBBS) within three working days upon completion of the final report.
* We will mail a copy of the "Forecast of Contracting Opportunities" report within five business days of receipt of your request.
* We will update the OSDBU "Points of Contact Telephone Directory" on a quarterly basis and publish it on the VBBS within three business days upon completion of the updated directory.
* We will mail a copy of the directory within five business days of your request.
* We will listen to your comments, suggestions, and complaints about your experiences with OSDBU as a way to improve our service continuously.
* Upon receipt of your complaint, we will initiate action with the appropriate VA office within one business day if your complaint involves a payment matter. For other types of complaints, we will initiate action with the appropriate VA office within three business days upon receipt of your complaint.