I. Purpose of the DOI Customer Service Forum

 

The purpose of the DOI Customer Service Forum is to support the mission of the Department of the Interior by serving as a customer service resource to DOI programs and managers. The Forum provides advice, guidance and recommendations regarding best practices, tools, and strategies related to improving DOI products and services.

 

DOI's mission is to protect and manage the Nation's natural resources and cultural heritage; provide scientific and other information about those resources; and to honor our responsibilities and commitments to American Indians, Alaska Natives, and affiliated island communities. To fulfill this mission, DOI programs and employees must communicate, cooperate, and consult with those we serve - our customers, partners, and stakeholders. The DOI Customer Service Forum will assist in identifying opportunities for customer service improvement and setting customer service standards across the Department to ensure that we continue to provide citizen-centered government.

 

 

II. Background

 

The DOI Customer SErvice Forum has been active within the Department of the Interior since the early 1990's. It was originally established in response to Executive Order 12862, "Setting Customer Service Standards". This charter revitalizes the mission of the DOI Customer Service Forum to serve as a Department-wide resource for complying with requirements of Office of Management and Budget (OMB) Circular No. A-11, "Preparation and Submission of Budget Estimates," and the Government Performance Results Act (GPRA) which require agencies to reflect our commitment to providing highest quality service possible to the American people within our budget estimates. Both Circular A-11 and GPRA encourage agencies to consider ways to enhance customer service to both Federal and non-Federal clients based upon information obtained from customer service surveys and other sources. Further, they require Federal agencies to set performance goals and measures with an emphasis on outcomes, and to seek input from customers and stakeholders in developing these goals and measures.

 

 

III. Role of the DOI Customer Service Forum

 

The DOI Customer Service Forum will serve as an advisory group and resource to the Department of the Interior in ensuring it complies with customer service requirements of OMB Circular A-11, Executive Orders and Presidential Memoranda, GPRA, and other relevant legal and administrative requirements and policies. The Forum will also assist the Department, its offices and bureaus in realizing the President's Management Agenda priorities of creating a citizen-centered government, particularly in the area of electronic government initiatives. Specific roles of the Forum will include the following:

 

1. Serving as a forum through which representatives of Interior bureaus and offices can share customer service experiences, ideas and lessons learned.

2. Serving as an advisory group to the Department regarding customer service tools, techniques, and best practices.

3. Developing proposals for enhancing customer service within the Department of the Interior, and recommending policies or processes related to these.

4. Providing advice in customer relationship management, particularly in the area of electronic government.

5. Providing advice to Interior's Performance Management Council to help ensure Interior attains its GPRA goals.

6. Evaluating and proposing ways to engage, communicate, and consult with our customers, partners, and stakeholders, through face-to-face meetings and other means, to obtain feedback, and to build a relationship with them regarding Interior's mission, priorities, and programs.

7. Identifying opportunities to coordinate and leverage the use of customer satisfaction surveys and respondent data across the Department with a view toward minimizing burden on customers while optimizing resources needed to deploy survey tools, and making full use of information obtained via collection instruments.

8. Recommending processes for handling customer feedback, inquiries, complaints, and suggestions.

9. Identifying and recommending opportunities for customer service improvement based on customer feedback and input.

10. Developing recommendations and action plans in response to identified opportunities for improvement.

11. Partnering with and recommending partnerships with other federal agencies to improve service to customers and to create opportunities to share and learn from one another.

 

 

IV. Members and Links to Other DOI Committees

 

The DOI Customer Service Forum will work closely with other DOI committees and offices including the Department's Performance Management Council, the Expanded Electronic Government Initiatives Team and offices of the Assistant Secretary for Policy, Management and Budget.

A representative from the Office of Planning and Performance Management will chair the DOI Customer Service Forum. A representative from one of the Department's offices or bureaus will serve as a co-chair, on a rotating basis. Membership will include a principal representative from each of the following:

 

Office of the Secretary:

• Office of Planning and Performance Management
• Office of Personnel Policy
• Policy Information Office
• Office of Acquisition and Property Management
• Office of Alternative Dispute Resolution
• Office of Communications
• Office of Insular Affairs
• National Business Center
• Other DOI Offices will be invited to join, as appropriate.

Bureau of Indian Affairs

Bureau of Land Management

Bureau of Reclamation

Minerals Management Service

National Park Service

Office of Surface Mining

U.S. Fish and Wildlife Service

U.S. Geological Survey

V. Reporting Lines and Authorities

 

The DOI Customer Service Forum will report to Deputy Assistant Secretary for Performance and Management through the Director, Office of Planning and Performance Management. The Forum will make recommendations and proposals to the Director, Office of Planning and Performance Management. The Assistant Secretary for Policy, Management and Budget will make decisions regarding Interior-wide policies, procedures, and proposals related to customer relationship management, customer data, and other customer activities.

 

 

VI. Operating Procedures

 

The DOI Customer Service Forum will operate under the following rules:

 

a. Meetings will be held once a month. The co-chairs may call additional meetings as appropriate. The co-chairs will be responsible for assembling an agenda for meetings and for ensuring that a meeting room has been obtained. The co-chairs will also distribute agendas and meeting notes to members in a timely manner. Co-chairs will be responsible for collecting, reviewing, analyzing, and incorporating, as appropriate, members' comments on all documents under review or development for the DOI Customer Service Forum. The chair will be responsible for handling any surname process or approval process for formal documents under review or development for the Forum.

 

b. The DOI Customer Service Forum will strive for consensus in decision-making. Consensus is defined as no dissenting votes and that members who are not in full agreement can at least "live" with the decision. Each Interior Bureau and the Office of the Secretary has one vote for a total of nine possible votes. Any Forum member may call for a vote on an issue, provided that a quorum of the membership is present. A quorum is needed for a vote. To achieve a quorum, representatives from two-thirds (6) of the eight Forum member bureaus plus a representative from the Office of the Secretary must be present. If the Forum is unable to achieve consensus in a reasonable period of time, the co-chairs will document the major issues of contention, develop options for resolving the matter, and present this information to the Director, Office of Planning and Performance Management for further consideration.

 

 

 

Back to Customer Service Page