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In Fiscal Year 1998, the U.S. Geological Survey made a formal commitment to its customers by adopting a bureau-wide customer service policy developed by the bureau's Customer Service Team. This policy, which will become a chapter in the USGS Manual, reaffirms the USGS pledge to serve its customers with excellence. The policy outlines the USGS responsibility to work with customers to improve the practical value of the information, services, and products that it provides, as well as improving the delivery mechanisms used to distribute these. USGS employees are reminded by the policy of the importance of interacting proactively with customers, identifying their needs, and integrating these needs into USGS program planning and implementation. The policy also establishes a framework for complying with authorities, such as Executive Order 12862, "Setting Customer Service Standards," and the April 1998 Presidential Memorandum, "Conducting Conversations with America."

As part of the policy, USGS adopted the following standards for customer service. USGS customers should expect:

• Credible, relevant, impartial information about the natural sciences and the support systems for these sciences;
• Courteous and respectful treatment;
• Prompt and accurate answers to questions;
• Timely responses to information requests through single-point contact whenever possible;
• Customer input to be considered in USGS plans, programs, and services; and
• Prompt attention to mistakes and problems, and corrections made to repair these.

The policy also tasks USGS program managers with meeting requirements of the Executive Order including:

• Setting annual customer service goals,
• Measuring progress in meeting goals and ensuring these goals are achieved,
• Obtaining feedback from customers regarding services and products,
• Collecting data needed for an annual customer service progress report,
• Identifying opportunities for improvement,
• Identifying pilot opportunities for highlighting customer service, and
• Developing customer service performance measures and incorporating these into programs as part of the Government Performance and Results Act (GPRA) and annual performance planning process.

Field checking AVIRIS maps in Yellowstone National Park.

The USGS Customer Service Team continued to champion customer service within the bureau and to increase awareness of the importance of working with customers. To develop ways to obtain customer feedback, the team submitted a request to the Office of Management and Budget to approve a three-year program of information collections regarding customer satisfaction with specific activities of the USGS. Once approved, the "generic clearance" to conduct such information collections will enable the USGS to formally survey its customers using a variety of tools including questionnaires, comment cards, web-based feedback surveys, and focus groups. All surveys will be voluntary and customers will be randomly sampled. A quantitative analysis of customer satisfaction data related to information, product and service timeliness, accuracy, usefulness, and quality will be made and used as a basis for continuous improvement. Copies of the master plan for conducting the three-year program of customer satisfaction information collections can be obtained by e-mailing customer@usgs.gov.

In Fiscal Year 1998, the USGS released a report to customers summarizing progress made in meeting our FY 1997 customer service goals. A copy of the report can be seen at https://pubs.usgs.gov/customer/1997/. The report also contains the USGS Fiscal Year 1998 Customer Service Plan.

The FY 1998 Customer Service Plan offers the following goals for USGS in 1998.

Goal 1: USGS customers are satisfied with our products, information and services.

Goal 2: USGS products are delivered to our customers in a timely and accurate manner.

Goal 3: Customer needs are integrated into USGS program planning and product development.

Goal 4: Products, services, and information provided by USGS to its customers make this a better world.

Highlights of progress in meeting these goals for FY 1998 follow.

Biological Resources Program's Annual Survey

"All our management related to brucellosis-infected mammals is based on USGS information provided. We could not manage effectively without this information." U.S. Fish and Wildlife

Of those responding, 99 per cent used technical assistance services (including assistance with application of research results, methods, and tools; site visits to advise or instruct; and written or phone consultations) and were very satisfied or satisfied with these services. Respondents to the survey provided concrete examples of how USGS biological resource program information is being used. Also 75 percent indicated that they used this information to help them make land or resource decisions. For example, one customer noted that the "Data obtained from this USGS study resulted in major changes in commercial fishing practices in Prince William Sound, Alaska." Another noted that "The information, provided by USGS, was used for our analysis of effects to listed and sensitive speciesŠfor rulemaking that will address the conservation of the northern spotted owl on non-federal landsŠThe project involved incredible volumes of data and a rather complicated analysis. Without their USGS help, I do not think we could have completed this project as effectively." Such information is being used by the USGS not only to improve customer satisfaction levels with products, services, and information, but to meet customers expectations and, "make this a better world."

National Cooperative Geologic Mapping Program

National Atlas

It has been clear since the inception of the project that success could only be achieved through partnerships with other Government organizations and the private sector and through effective communication between National Atlas developers and the American public. Project managers sought and received Office of Management and Budget clearance to collect customer input and have since engaged in a number of activities designed to include public opinion in reaching product development decisions.

Decisions related to the development of National Atlas data and information products and the introduction of an online, interactive mapping system have greatly benefitted from public input. The USGS has used focus groups, in-person surveys, online surveys, and electronic mail exchanges as methods to solicit public views of a National Atlas. Americans voluntarily supply their views on thematic content, software functionality, and potential uses for a National Atlas. This enables the Government and its partners to concentrate early product development efforts on meeting the most important expectations and needs identified through rigorous customer assessment.

World Wide Web Increased Streamflow Data Available

Cooperative Research and Development Agreement with Microsoft

National Water Quality Assessment Program

USGS employee analyzing a new sediment core