THE WHITE HOUSE
Office of the Vice President
PRESIDENT, VICE PRESIDENT TO UNVEIL CUSTOMER SERVICE STANDARDS Cabinet Secretaries,Agency Heads At Events Across The Nation Join Clinton, Gore To Create Customer-Driven Government ****** TUESDAY, SEPTEMBER 20, 1994 11:45 PM (EDT) ****** WASHINGTON -- As part of their commitment to put the
federal government's customers -- the American people -- first, President Clinton and Vice President Gore will release Tuesday (9/20) the first comprehensive set of customer service standards for each department and agency of the federal government.
Cabinet secretaries and agency heads will join the President and Vice President on Customer Service Day at events across the nation to share with the American people their new standards and procedures for improving customer service.
"The American people demand and deserve a resultsdriven government," the Vice President said. "We will reach this goal by establishing customer service standards, keeping track of the federal government's performance, and publishing those results."
The President and Vice President will unveil the report, "Putting Customers First: Standards for Serving the American People," at 11:45 AM (EDT), Tuesday, September 20, in the Roosevelt Room of the White House. Below is information about events involving cabinet secretaries and agency heads that also will take place across the nation on Customer Service Day.
"Putting Customers First: Standards for Serving the American People" is part of Vice President Gore's National Performance Review: Creating a Government That Works Better and Costs Less, which he presented to the President last September. One of the recommendations in the report called for all departments and agencies to develop customer service standards. Within days after the NPR initiative was released, President Clinton issued an executive order calling for a customer service "revolution within the federal government to change the way it does business." Tuesday's report is the result of this executive order.
Customer Service Day Cabinet Department and Agency Events September 20, 1994
Note: All events are on Tuesday, September 20, unless otherwise noted. Times and sites may change, so please call to confirm.
Cabinet Officer: Attorney General Janet Reno Event Description: The Attorney General will greet a plane
arriving from out of the country, assist travelers with the immigration process, and demonstrate INSPASS, the Immigration and Naturalization Service's new automation system for inspecting frequent international business travelers in less than a minute. Event Location: John F. Kennedy Airport, New York City Time: 1:00pm Press Contact: Bert Brandenburg Phone: (202) 616-0189
Cabinet Officer: Secretary Bruce Babbitt Event Description: The Secretary will give an historic talk
to tourists at Faneuil Hall, which is part of Boston National Historical Park. Event Location: Faneuil Hall in Boston, MA Time: 3:00 pm Press Contact: Mary Helen Thompson Phone: (202) 208-6416
Cabinet Officer: Secretary Mike Espy Event Description: The Secretary will serve customers in
the Mexico, MO Farm Service Center, an office that combines several USDA programs together in one office and links offices with the same computer system in order to better serve farmers applying for loans and seeking other services. Event Location: USDA Farm Service Center 4616 South Clark Street (Route 54, South End of Town) Mexico, Missouri Time: TBA Press Contact: Jim Loftus Phone: (202) 720-4623 Cabinet Officer: Secretary Ron Brown Event Description: Secretary Brown and Deputy Secretary Dave Barram will demonstrate three customer service efforts. Secretary Brown will take calls from customers who are calling the 1-800-STAT USA lines to order materials or make inquiries, and he will do an Internet demonstration of how the public can access the National Trade Data Bank. He will also take calls into the Commerce Department's Trade Information Center. In addition, all other Commerce Bureaus will have interactive displays demonstrating information and services available to the public. Event Location: The Commerce Department, Room 4830 Washington DC Time: 1:30pm Press Contact: Maria Cardona Phone: (202) 482-3263
Cabinet Officer: Secretary Robert Reich Event Description: The Secretary will tour the Wheaton
Multi-Service Center to highlight the unemployment insurance "profiling" program, which identifies the needs of applicants and reduces the time of unemployment for a newly unemployed individual. He will also announce $8 million in grants for worker profiling. Event Location: Wheaton Multi-Service Center, Wheaton, MD 11160 Veirs Mill Road Wheaton Plaza South Office Building Time: TBA Press Contact: Jody Franklin Phone: (202) 219 8211
Cabinet Officer: Secretary Donna Shalala Event Description: The Secretary will visit a walk-in
center that provides assistance to senior citizens in getting health care benefits and administrative and legal assistance. She will assist the staff in serving the customers. Event Location: Health Insurance Counseling Project of George Washington University 2136 Pennsylvania Avenue, NW Time: 9:30am Press Contact: HHS Press Office Phone: (202) 690-6343 Cabinet Officer: Secretary Henry Cisneros Event Description: The Secretary will help to renovate the home of recipients of a 203(k) loan. This program allows people with low and moderate incomes to buy and renovate distressed property. Event Location: Home of Steven and Rachel Rival 11-12 Logan St New Britton, CT Time: 11:00am Press Contact: Janice Crump Phone: (202) 708 0120
Cabinet Officer: Secretary Frederico Pe?a Event Description: The Secretary will show how federal
highway truck inspectors make roads safer for highway passengers and truckers by assisting with truck inspections. He will also ride in an 18- wheeler from downtown Atlanta to the inspection station. Event Location: Truck Inspection Site on Highway 1-20 in Atlanta,GA Time: 10:00am Press Contact: Jim Cullinan Phone: (202) 366-5563
Cabinet Officer: Secretary Richard Riley Event Description: The Secretary will tour the financial
aid office, meet with staff and students to discuss improvements in student loan operations and help distribute student aid checks. Event Location: Hood College, Fredricksburg, MD Time: 11:30am Press Contact: Kerri Morgan Phone: (202) 401-3026
Cabinet Officer: Secretary Jesse Brown Event Description: The Secretary will help veterans file
benefits claims in VA's Regional Office in Chicago. The Secretary will also present a Special Adaptive Award check to a disabled veteran to assist in building a disabled adaptive home. Event Location: Chicago VA Regional Office Time: 7:30am - 1:30pm Press Contact: Carl Henderson Phone: (312) 353-4076 Cabinet Officer: Secretary Lloyd Bentsen Event Description: The Secretary will tour the international arrivals area at Dulles Airport. He will make remarks focusing on US Customs Service efforts regarding customer service improvements in processing international passengers and cargo as part of the National Performance Review initiative. Event Location: Dulles Airport, MD Time: TBA Date: Thursday September 22, 1994 Press Contact: Jon Murchinson Phone: 622-2960 Agency Officer: EPA Administrator Carol Browner Event Description: The Administrator will visit a library and meet with community and business leaders and emergency planning commissioners to discuss increasing access to information about toxic chemicals in communities. Event Location: Library (TBA) in Kansas City, MO Time: 11:30-12:30am Press Contact: Melissa Bonney Phone: (202) 260-9828 Agency Officer: ONDCP Director Lee Brown Event Description: Director Brown and Federal Bureau of Investigation officials will demonstrate Drugfire, a ballistics tool, developed with Office of National Drug Control Policy and FBI funds. This tool, available to state and local law enforcement, will enable rapid sharing of evidence crucial to solving drug- related violent crime. Event Location: Charlotte Police Department Charlotte, NC Time: Between 2pm and 4pm Press Contact: Alexis Revis-Yeoman Phone: (202) 395-6788 Agency Officer: SBA Administrator Erskine Bowles Event Description: The Administrator will be at the Wharton Small Business Development Center to listen to the concerns of small businesses and to discuss how the SBA can serve them better. The Small Business Development Centers are the Small Business Administration's nationwide effort to team up with the private sector to provide technical and management assistance to small businesses, expanding what government can do to help small business owners become viable and competitive. Event Location: The Small Business Development Center The University of Pennsylvania, Wharton School Vance Hall, 4th Floor 3733 Spruce Street Philadelphia, PA Time: 1:30pm Press Contact: Nicole Elkon Phone: (202) 205-6740 Agency Officer: OPM Director Jim King Event Description: Director King will unveil the Office of Personnel Management's customer service standards and discuss OPM's outreach efforts to historically Hispanic colleges and veterans groups. He will also demonstrate OPM's new computer technology for speeding the federal job search. Event Location: OPM San Antonio Service Center 8610 Broadway, Room 305 San Antonio, TX Time: 10:00am, CST Press Contact: Rosalie Cameron Phone: (202) 606-1800
Agency Officer: FEMA Director James Lee Witt Event Description: The Director will hold a press
conference to release the results of a customer satisfaction survey in which 5,000 disaster victims were surveyed on a wide range of customer services before, during and after disasters, from Hurricane Andrew in 1992 through the Northridge, CA earthquake of 1994. The findings were very positive. Event Location: Federal Emergency Management Administration HQ 500 C St, SW Washington DC Time: 10:30am Press Contact: Morrie Goodman Phone: (202) 646 4600 Agency Officer: GSA Administrator Roger Johnson Event Description: The General Services Administration Administrator will speak to a group of corporate executives in California, focussing on GSA's customer service standards and government streamlining efforts overall. Event Location: La Meridien Hotel 4500 McArthur Blvd. Newport Beach, CA Time: 6:00pm Press Contact: Hap Connors Phone: (202) 501-1231 Agency Officer: SSC Commissioner Shirley Chater Event Description: The Social Security Commission Commissioner will greet customers and take applications for social security card numbers. Event Location: Social Security Administration Office 2100 M Street, NW Time: 10:00-11:00am Press Contact: Phil Gambino Phone: (410) 965-8904
Cabinet Officer: Assistant Secretary of Energy Efficiency
and Renewable Energy, Christine Ervin Event Description: The Assistant Secretary will highlight
the Department's home weatherization program by accompanying a team to a customer's home to demonstrate ways to weatherize, conserve energy and reduce energy bills. Event Location: Prince George's County, MD Time: TBA Press Contact: Anne Elliott Phone: (202) 586-1607
Cabinet Officer: Education Deputy Secretary Madeleine
Event Description: The Deputy Secretary will tour the
financial aid office, meet with staff and students to discuss improvements in student loan operations and help distribute student aid checks. Event Location: Old Dominion University, Financial Aid Office Hampton Blvd and 49th St. Norfolk, VA Time: 10:15am Press Contact: Kerri Morgan Phone: (202) 401-3026 Cabinet Officer: Veterans Affairs Deputy Secretary Hershel Gober Event Description: The Deputy Secretary will join volunteers in offering various services to patients at the medical center, including staffing a "hobby cart" and serving coffee in the Ambulatory Care area. Event Location: Baltimore VA Medical Center Time: 8:30am - 12:00 noon Press Contact: Ozzie Garza Phone: (202) 273-5740 Agency Officer: OPM Deputy Director Lorraine Green Event Description: The Deputy Director will introduce OPM's customer service standards, focus on OPM's outreach efforts to historically Black colleges and veterans groups, and demonstrate OPM's new computer technology that helps speed the federal job search. Event Location: OPM's Huntsville, AL Service Center 520 Wynn Drive, NW Huntsville, AL Time: 10:00am CST Press Contact: Rosalie Cameron Phone: (202) 606-1800 Agency Officer: GSA Deputy Administrator Julia Stasch Event Description: The Deputy Administrator will introduce GSA's customer service plan by filling up a GSA Fleet Vehicle with natural gas, checking the oil and performing other types of vehicle maintenance in accordance with the benchmarks in the GSA customer service plan. Event Location: Amoco Gas Station 823 Pennsylvania Avenue, SE Washington DC Time: 11:00am Press Contact: Hap Connors Phone: (202) 501-1231
Cabinet Officer: State Department Assistant Secretary
Event Description: The Assistant Secretary will officially
open the new Washington Passport Agency and distribute passports to new customers. Event Location: The Washington Passport Agency 1111 19th Street, NW Washington D.C. Time: 12:00 noon Press Contact: Nyda Budig Phone: (202) 647-2979 ##