THE WHITE HOUSE
Office of the Press Secretary
Vice President Al Gore's National Performance Review announces the release of
Putting Customers First: Standards For Serving the American People
September, 1994 *************************************************************
Last September's report of the National Performance Review recommended that all agencies develop customer service standards and that the standards be published. Within days, President Clinton issued an Executive Order calling for a customer service "revolution within the Federal Government to change the way it does business." (The complete text of the Executive Order is in Appendix A.) Agencies assembled teams of people from headquarters and the front lines, people who believed that government can and must provide top-notch service. The teams began surveying customers and preparing to publish their service standards.
This document, Putting Customers First: Standards for Serving the American People, is the result: the U.S. Government's first comprehensive set of published customer service standards. We will keep track of our performance against these standards and publish the results. We are prepared for our customers to judge us on our performance.
This report presents more than 1,500 customer service standards, representing commitments from more than 100 federal agencies. This is the first time most of these agencies have set standards. It is a major step toward the kind of results-driven government that Congress described when it passed the Government Performance and Results Act to promote "a new focus on results, service quality, and customer satisfaction" in government.
Putting Customers First: Standards For Serving the American People is available to Internet users in full hyper- media. The report is a complement part of the National Performance Review's recently released World Wide Web home page "ToolKit."
Go To Tools Select Library Select Putting Customers First: Standards For Serving the American People
If you have an Internet accessible e-mail address - - X.400, Delphi, CapAccess, CompuServe, Prodigy, America Online, etc.- - obtaining the 1994 Status Report is as simple as sending an e-mail message.
send a one line mail message to:
with the following text:
send npr-customer catalog
You will automatically receive a return message containing a catalog of the individual elements of the 1994 Status Report and instructions for obtaining any of the documents via electronic mail.
If you currently have access to the Internet, the 1994 Status Report, as well as other NPR materials, can be found at many "gopher" locations. One of the best is at:
Americans Communicating Electronically (ACE)
To get this gopher, type:
>From the Americans Communicating Electronically (ACE) Main Menu, choose:
Americans Communicating Electronically/
National Performance Review Information/
Agency, Executive, and Legislative Action/
Putting Customers First: Standards For Serving the American People/
Or look for the information in:
"Other Gopher Information Servers/ North America/ USA/ washington DC/ Americans Communicating Electronically/ National Performance Review Information/ Agency, Executive, and Legislative Action/ Agency Action/ Putting Customers First: Standards For Serving the American People/