DINAP BULLETIN 94-08
Customer Service Plans
To provide DINAP grantees with a copy of the Employment and Training Administration's (ETA) policy and proposed plan on customer service and seek input on future directions from the DINAP grantee community.
Background. On September 11, 1993, President Clinton signed an Executive Order, E.O. 12862, which requires all government agencies to develop customer service standards. To implement this policy, the ETA has issued the attached Training and Employment Information Notice (TEIN). The TEIN is especially timely since September 20 has been designated as National Customer Service day. This TEIN represents the first-step in a long process to implement the Clinton Administration's customer service policy. The attached TEIN contains: 1. A LETTER from Assistant Secretary Ross which provides some basic background information and asks for feedback from the Employment and Training community. 2. A PROPOSED Plan for Partnering for Customer Service that spells out the Department's Goals, ETA's Commitment to Customers, ETA's Commitment to Customer Service, ETA's Commitment to a Partnership Approach, a Proposal for Joint Customer Service Strategy, ETA's Commitment to Serving Partners, Improving Customer Service to Adult Dislocated Workers, Summary, and Next Steps. 3. A DRAFT Dislocated Worker Pioneer Customer Satisfaction Pledge to our Customers. Additional Information. As part of ETA's commitment to serving its partners, you will note several general commitments and a specific provision that applies to Section 401 grants, i.e., processing of modifications within 30 days of receipt. As you read the above TEIN and its attachments, you will quickly see that ETA recognizes that our grantees/partners are the entities that have direct contact with the customers who we jointly serve; therefore, ETA has not attempted to issue a unilateral plan. Without you making things happen, there is no customer service. Year-in-and-year-out, ETA's partners have done an outstanding job of customer service. However, customer service until now has not been a formalized concept, and we value your current input on the proposed plan and would like to ask that you send specific comments directly to us so we can constructively move forward to better serve our customers. Action Required. Please read the attached materials and forward your comments by October 21 on the proposed Partnering for Customer Service Plan to: Mr. Paul A. Mayrand Director Office of Special Targeted Programs 200 Constitution Avenue, N.W., Room N-4641 Washington, D.C. 20210 Telephone: Voice - 202-219-5500; Fax - 202-219-6338 Inquiries. Questions should be directed to your Tom Dowd on (202) 219-8502.
All Native American Grantees
THOMAS M. DOWD PAUL A. MAYRAND Chief Director Division of Indian and Native Office of Special Targeted American Programs Programs