    [Public Papers of the Presidents of the United States: William J. Clinton (1998, Book I)]
    [March 3, 1998]
    [Pages 319-320]
    [From the U.S. Government Publishing Office www.gpo.gov]

    Memorandum on Conducting ``Conversations With America'' To Further
    Improve Customer Service
    March 3, 1998

    Memorandum for the Heads of Executive Departments and Agencies

    Subject: Conducting ``Conversations with America'' to Further Improve
    Customer Service

        This Administration has made significant progress toward reinventing
    Government to improve customer service since I issued Executive Order
    12862, ``Setting Customer Service Standards,'' on September 11, 1993,
    followed by my memorandum of March 22, 1995, ``Improving Customer
    Service.'' For the first time, the Federal Government's customers have
    been asked what they want and have been told that they have a right to
    expect first-class service. Now they can see the results achieved
    against the customer service standards that have been set in place.
        On the occasion of the fifth anniversary of the establishment of my
    Administration's reinventing Government initiative, it is time to
    increase efforts to engage customers in conversations about further
    improving Government service. This initiative--``Conversations with
    America''--will enable your agency to discover what is most important to
    its customers and what the Federal Government can do to meet their
    expectations. As your agency learns what Americans care about, use this
    information to provide service that will equal the best in business and
    serve as a model for others.
        To carry out this effort and assure that Government works better and
    gets results Americans care about, I am now directing the additional
    steps set forth below.
        Actions. The agencies covered by Executive Order 12862 are directed
    as follows:
        1. Agencies shall create activities and programs, continuing
    throughout the year, that will engage customers in a discussion about
    how to improve Government service by determining the kind and quality of
    services they want and their level of satisfaction with existing
    services.
        2. By no later than March 16, 1998, agencies shall designate a
    person within the agency to serve as the primary liaison to coordinate
    information and programs dealing with the ``Conversations with America''
    initiative. Agencies shall then provide the National Partnership for

    [[Page 320]]

    Reinventing Government (NPR) with their agency's primary liaison and a
    list of events the agency will conduct to engage Americans in
    conversations about improving Government service. This monthly report
    should provide the date and a brief description of each event.
        3. Agencies shall engage the largest number of customers possible in
    these conversations. The use of all forms of media is encouraged to
    reach the largest possible audience. Particular emphasis should be
    placed on conducting these conversations in the areas where agency
    customers live and work.
        4. In 1998, agencies shall put in place a process to address
    customer complaints. Agency customers should be provided opportunities
    for finding solutions to problems, such as ``Problem Solving Days'' and
    other venues. Agencies shall track and analyze the data they receive and
    use it to change processes that do not serve customers well. As your
    agency identifies individual problems, work to solve them quickly and
    systemically.
        5. Agencies shall use the information from ``Conversations with
    America'' and continue to track customer service measurements, then take
    necessary actions to change or improve how the agency operates, as
    appropriate. Integrate what your agency learns from its customers with
    your agency's strategic plans, operating plans, and performance measures
    required by 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 Reform Act of 1994.
        6. As required by my memorandum on improving customer service of
    March 22, 1995, each agency shall, on at least an annual basis, report
    on the customer service results they have achieved in terms readily
    understood by individual customers. Agencies shall continue actions
    required by Executive Order 12862 as well, including, but not limited to
    surveying employees and conducting benchmarking studies to assure we
    achieve customer service for the American people that is equal to the
    best in business.
        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