Title: Customer Service in Permitting

摘要

President Clinton's Executive Order (12862, dated September 1 1,1993), "Setting Customer Service Standards," led EPA to establish a Customer Service Strategy with a Vision for the Agency's customer service efforts: "As we achieve our mission of protecting public health and the environment, EPA people are customer-focused, our products and services customer-driven, and our customers satisfied." EPA identified several core-processes, including permitting, on which to focus its customer service efforts. Further, the Agency identified four permit-specific customer service standards. An EPA/State interagency workgroup was established to facilitate the development of a customer service in permitting program and has developed a Permitting Toolkit toward that end. The Toolkit is designed for EPA Regional Offices and our State/Tribal permitting partners. This paper will include an overview of the history of EPA's customer service in permitting effort, and the concepts behind the Toolkit and how it can be used to implement effective customer service in permitting programs.