[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.