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Business Programs | Cooperative Development Programs | Homeownership Programs | Rental Housing Programs | Community Facilities Programs | Water and Waste Program | Telecommunications Program | Electric Program | Management Initiatives | Resource Summaries
It is critical that the agencies deliver the programs in a way that meets the needs of the customers and ensures that all program recipients are treated equally. The performance measures reflect the mission area's efforts to obtain feedback from customers on how they are treated and how the various processes they encounter impact them. This is the first step in ensuring our programs are delivered in a customer-focused manner. Each program has a variety of potential target audiences (new applicants, existing customers, and recipients of specific servicing actions) which could be surveyed over a period of years. Information received in this process will be helpful in identifying changes needed in our lending and servicing processes. Once identified, there is a limited need to obtain additional feedback from a target audience until needed changes have been made in regulations and processes.
Means and Strategies: The strategy for reducing complaints of program and employment discrimination is two-fold. First, priority will be given to processing existing complaints. Second, training related to diversity sensitivity, customer service, and conflict resolution is being provided in order to avoid future complaints.
The mission area is utilizing the services and expertise of the Service Center Implementation Team's (SCIT) Quality Customer Service Team which has obtained a three year generic clearance from OMB for a variety of customer service information collections. Rural Development customers will be included in the annual surveys conducted by the Team with the results made available for agency use. In addition the Team is in the process of implementing a comment/complaint card system which will be available at USDA service centers in order to give all service center customers a means for providing feedback about the quality of service received. Our ability to conduct meaningful surveys requires the availability of financial and staff resources.
Verification and Validation: Quarterly reports from State Civil Rights Managers will be used to report on progress towards civil rights and EEO performance measures. Verification of surveying activity will be determined by the surveying activities conducted during the year.