    [Public Papers of the Presidents of the United States: William J. Clinton (1995, Book I)]
    [March 22, 1995]
    [Pages 384-385]
    [From the U.S. Government Publishing Office www.gpo.gov]

    Memorandum on Customer Service
    March 22, 1995

    Memorandum for Heads of Executive Departments and Agencies

    Subject: Improving Customer Service

        In the first phase of this Administration's reinventing government
    initiative, I established the principle that government must be
    customer-driven. Executive Order No. 12862, ``Setting Customer Service
    Standards,'' called for a revolution within the Federal Government to
    change the way it does business. The initial agency responses to that
    order, including the service standards published in September 1994, have
    begun the process of establishing a more customer-focused government.
    For the first time, the Federal Government's customers have been told
    what they have a right to expect when they ask for service.
        In the second phase of reinventing government (``Phase II''), this
    effort should be continued and integrated with other restructuring
    activities. The first question agency restructuring teams should ask is
    whether a program or function is critical to the agency's missions based
    on ``customer'' input. To carry out this Phase II effort and assure that
    government puts the customer first, I am now directing the additional
    steps set forth in this memorandum.
        Actions. The agencies covered by Executive Order No. 12862 are
    directed as follows:
        1. In order to continue customer service reform, agencies shall
    treat the requirements of Executive Order No. 12862 as continuing
    requirements. The actions the order prescribes, such as surveying
    customers, surveying employees, and benchmarking, shall be continuing
    agency activities. The purpose of these actions will remain as indicated
    in Executive Order 12862--the establishment and implementation of
    customer service standards to guide the operations of the executive
    branch.
        2. Agencies shall, by September 1, 1995, complete the publication of
    customer service standards, in a form readily available to customers,
    for all operations that deliver significant services directly to the
    public. This shall include services that are delivered in partnership
    with State and local governments, services delivered by small agencies
    and regulatory agencies, and customer services of enforcement agencies.
        3. Agencies shall, on an ongoing basis, measure results achieved
    against the customer service standards and report those results to
    customers at least annually. Reports should be in terms readily
    understood by individual customers. Public reports shall be made
    beginning no later than September 15, 1995. Measurement systems should
    include objective measures wherever possible, but should also include
    customer satisfaction as a measure. Customer views should be obtained to
    determine whether standards have been set on what matters most to the
    customer. Agencies should publish replacement standards if needed to
    reflect these views.
        4. Development and tracking of customer service measures, standards,
    and performance should be integrated with other performance initiatives,
    including Phase II restructuring. Customer service standards also should
    be related to legislative activities, including strategic planning and
    performance measurement under the Government Performance and Results Act
    of 1993, reporting on financial and program performance under the Chief
    Financial Officers Act of 1990, and the Government Management and Reform
    Act of 1994. Operating plans, regulations and guidelines, training
    programs, and personnel classification and evaluation systems should be
    aligned with a customer focus.
        5. Agencies shall continue to survey employees on ideas to improve
    customer service, take action to motivate and recognize employees for
    meeting or exceeding customer service standards, and for promoting
    customer service. Without satisfied employees, we cannot have satisfied
    customers.
        6. Agencies should initiate and support actions that cut across
    agency lines to serve shared customers groups. Agencies should take
    steps to develop cross-agency, one-stop service to customer groups, so
    their customers do not needlessly go from one agency to another. Where
    possible, these steps should take advantage of new information
    technology tools to achieve results.
        The standard of quality we seek from these actions and the Executive
    order is customer service for the American people that is equal to the
    best in business.

    [[Page 385]]

        Independent Agencies. Independent agencies are requested to adhere
    to this directive.
        Judicial Review. This directive is for the internal management of
    the executive branch and does not create any right or benefit,
    substantive or procedural, enforceable by a party against the United
    States, its agencies or instrumentalities, its officers or employees, or
    any other person.

                                                          William J. Clinton

    Note: This memorandum was released by the Office of the Press Secretary
    on March 23.