Putting Customers First

This document, part of the Clinton Administration's "Reinventing Government" initiative involving a long-term, significant revamping of the federal bureaucracy, presents a comprehensive set of published customer service standards for the United States Government. It presents more than 1,500 standards representing commitments from more than 100 federal agencies for the following customer groups: beneficiaries; business; the general public; law enforcement; natural resource management; the research and academic community; states, localities, and other partners; travelers, tourists, and outdoor enthusiasts; the U.S. Government and federal employees; and veterans. The text of Executive Order 12862 and of the customer service standards are provided in appendices. As an example, with regard to the Department of Education as it serves the general public and the research/academic community, individuals and institutions should expect to receive: individual attention and prompt, professional service; an effort to meet customer needs and expectations; information that is timely, dependable, and accurate; easy access to services and information; and every opportunity to offer input and feedback. Other customer service standards related to education are presented here for Goals 2000, Impact Aid, the Office for Civil Rights, and the Student Financial Assistance program. As the Department serves the research and academic community they can expect the same general standards and the same specific standards for the Goals 2000, Impact Aid, Office for Civil Rights, and Students Financial Assistance program. (JB)