Document Name: Chapter 5: Law Enforcement
Date: 12/04/95
Owner: National Performance Review

Chapter 5

Customer Service Standards for

Law Enforcement

Justice (Department)

Asset Forfeiture

Equitable Sharing

Maximizes the effectiveness of forfeiture as a

deterrent to crime.

The Department adopts the following standards where the requesting state or local agency has filed a timely, complete, and accurate request for sharing; where no petition for remission or mitigation has been filed; and where no international sharing is involved:

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

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

* 95 percent of sharing applications for cash will be executed within 120 days of the final order of forfeiture.

* Investigative agencies will notify requesting state and local agencies within 30 days of any action taken that results in the asset no

longer being available for sharing (e.g., asset returned to owner, asset put into official use).

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

Bureau of Prisons

Protects society by confining offenders in the

controlled environments of prisons and community-based facilities that are safe, humane, and appropriately secure.

Committed to maintaining a healthy partnership with the community and other law enforcement components, the BOP will:

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

* At least 5 days prior to releasing an inmate with prior convictions for a drug trafficking crime or a crime of violence, notify the state and local law enforcement officials of jurisdiction.

* Notify victim/witness of the following inmate activities within the specified timeframes:

-- initial designation: 30 days.

-- death: 30 days.

-- parole hearing: 60 days prior to the


-- release to the community: 60 days prior.

-- furlough: as early as possible before the actual furlough date (by phone if necessary).

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

Community Relations Service

Conflict Prevention and Resolution Program

Resolves racial and ethnic conflicts.

* We will clearly explain the process that CRS uses to address racial and ethnic conflicts, and our role in that process.

* We will provide opportunities for all parties involved to contribute to, and work toward, a solution to the racial or ethnic conflict.

* If you are a participant in a CRS training session or conference, we will provide useful information and materials that will assist you in preventing or minimizing racial and ethnic tensions. If you would like more information, we will work with you to identify additional materials to meet your needs within three weeks of learning of your need.

* We will be prepared to provide on-site services in major racial or ethnic crisis situations within 24 hours of when your community notifies CRS or CRS becomes aware of the crisis.

* In non-crisis situations, we will contact you within three days of when your community notifies CRS or CRS becomes aware of the situation, to discuss your request for CRS services.

Drug Enforcement Agency

Office of Diversion Control

Manages program to prevent the diversion of controlled substances and listed chemicals.

As a DEA registrant you have a right to expect professional and competent service. To that end you can expect that:

* You will receive courteous and professional treatment from DEA personnel.

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

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

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

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

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

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

Federal Bureau of Investigation

Integrated Automated Fingerprint Identification System

Supports law enforcement agencies with fingerprint identification services.

Name checks:

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

Fingerprint checks using current manual process:

* We now process fingerprint identification of arrestees in an average of 40 days from the time we receive the fingerprint card.

* We now process fingerprint identification for employment and licensing purposes in an average of 9 days from the time we receive the fingerprint card.

Fingerprint checks in the future using IAFIS:

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

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

National Crime Information Center (NCIC)

Provides information to other law enforcement agencies.

When the NCIC 2000 System is fully operational, it will meet the following standards:

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

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

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

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

Uniform Crime Reports Program

Provides information on crime in the United States.

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

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

* If you are a member of the public, you may obtain copies of these reports for a fee by contacting the Superintendent of Documents, Government Printing Office.

* To receive customized reports, you may contact our program staff, which will facilitate a response to your inquiry as soon as possible in written or electronic form.

When fully operational, the National Incident-Based Reporting System program will provide the following services:

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

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

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

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

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

Immigration and Naturalization Service

District Office Investigations

Helps local, state, and other federal law enforcement agencies conduct investigations.

INS will ensure that local, state, and other federal law enforcement agencies are able to contact its investigations units during both duty and nonduty hours. To accomplish this, each District Office will:

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

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

INS will ensure that local, state, and other federal law enforcement agencies are aware of the response capability of its local investigations units. To accomplish this, each District Office will:

* Prepare guidelines describing INS investigations response capabilities.

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

INS will ensure ongoing open exchange of information with local, state, and other federal law enforcement agencies. To accomplish this, each District Office will establish a formal mechanism to:

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

* Periodically offer formal training on INS law enforcement activities.

Office of Justice Programs

National Criminal Justice Reference Service

Serves as a network of criminal justice information.

NCJRS is committed to supplying the right information to you, the customer, at the right time. This means:

* Providing courteous, prompt service. We will process your request for materials within 5 days of receipt.

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

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

* Soliciting your opinions--through user surveys, focus groups, the NCJRS consumer advisory network--and adapting services to meet your changing needs.

Response Center

Provides customers with technical assistance, information about new federal criminal provisions, and available grants and funding opportunities in the Crime Act, as they relate to Justice agencies.

The Response Center has developed measurable standards to provide:

* Timely information.

* Accurate information.

* Efficient service.

* Professional, courteous service.

U.S. Attorneys' Offices

Victim-Witness Program

Administers the Victim-Witness program for the U.S. Attorneys' offices; assists victims and witnesses involved in federal litigation.

Notifications--If you request it, we will provide the following notifications to you within two weeks or less:

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

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

* When court schedules are changed.

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

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

Other assistance services:

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

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

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

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

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

U.S. National Central Bureau


Serves as a communication link between the U.S. federal, state, and local law enforcement community and member nations of INTERPOL.

* 24 hour operational capability.

* Telecommunications protocols and operations.

* Response time standards call for responding to:

-- critical urgent requests within 24 hours of receipt,

-- urgent requests within 24 hours of receipt (except on weekends),

-- important requests within 5 working days, and

-- routine requests within 10 working days.

* Case standards include:

-- Law Enforcement Database standards,

-- NCIC record regulations,

-- TECS record audits, and

-- INTERPOL Regulations on Humanitarian Assistance.

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.

Transportation (Department)

Federal Highway Administration

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.

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.

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

National Tracing Center

Helps federal, state, local, and international law enforcement agencies identify criminal suspects by tracking firearms from manufacturer to purchaser.

If you request a trace from us, you can expect that:

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

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

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

Please note that we depend on the cooperation of licensed firearms dealers and others to complete traces. The response times of dealers affect the time it takes us to respond to your requests.

Federal Law Enforcement Training Center

Training of Law Enforcement Officials

Provides training for federal, state, local, and international law enforcement personnel.

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

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

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

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

U.S. Secret Service

Office of Investigations

Maintains the integrity and public trust of the nation's financial systems. The Secret Service conducts investigations to assist U.S. Attorneys with their prosecutions of crimes involving counterfeiting, forgery, and other kinds of fraud.

Because we want to provide the U.S. Attorneys with completed investigations consistent with their prosecution priorities, the Secret Service has set the following standards for this relationship:

* Special Agents in Charge will maintain ongoing and frequent liaison with U.S. Attorneys in their districts, to discuss current, new, or changing prosecution policies.

* Specific service standards agreements will be determined after consultations between the Secret Service and each U.S. Attorney. These standards will be tailored to reflect the unique needs of each U.S. Attorney and the respective judicial district.

* A minimum of 25 percent of all U.S. Attorneys or their designees will be interviewed each year by a representative of the Director of the Secret Service. These interviews will ensure that the needs and priorities of the U.S. Attorney's Office are being met by the local Secret Service Office.

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