DTC’s Customer Service Plan
Commitment to Our Customers

In accordance with the Administration's National
Performance Review, all Federal agencies that
provide significant services directly to the public
are required to publish a customer service plan.
The plan below explains DTC's mission, services
DTC provides, and DTC's commitment to quality.
As a part of our continuing effort to provide qual-
ity service, DTC will periodically survey the com-
munity it serves.

Our Mission

The Office of Defense Trade Controls, in ac-
cordance with Sections 38-40 of the Arms Ex-
port Control Act (AECA or 22 U.S.C. 2778)
and the International Traffic in Arms Regula-
tions (ITAR), controls the permanent and
temporary export and temporary import of
defense articles and defense services by tak-
ing final action on license applications and
other requests for approval for defense trade
exports and retransfers, and handling matters
related to defense trade compliance, enforce-
ment and reporting.

Service to Customers

In order to promote world peace, further U.S.
foreign policy and national security interests,
and facilitate legitimate export of commodi-
ties and services covered by the U.S. Muni-
tions List and to facilitate the best customer
service possible DTC is committed to:

* Providing timely, professional, knowledge-
able, and courteous service to customers seek-
ing guidance on registration, making applica-
tions for a defense export license or other ap-
provals, requesting the status of specific li-
censing cases, or seeking guidance regarding
compliance with export law and regulations.

* Taking initial action on all license applica-
tions (approve, disapprove, return without
action, or coordinate with other offices)
within 10 working days of receipt.

* Informing each registered individual and
company with timely information on the sta-
tus of their license application. For persons
who do not have electronic access to the DTC
(system) timely telephone responses are pro-
vided. Telephone inquiries are responded to
by a responsible officer within 24 hours of
receipt.

* Providing timely and authoritative guid-
ance to the U.S. defense industry regarding
export policies, procedures, and practices,
based on interpretation of the International
Traffic in Arms Regulations (ITAR), the Arms
Export Control Act (AECA) and other perti-
nent laws, national interests, and
multinational agreements or arrangements.
This includes the presentation of and partici-
pation in organized seminars, in house train-
ing, and other public outreach efforts, such as
the Defense Trade News.

* Enhancing automated data processing to
facilitate the electronic handling of requests
for licenses and other approvals and to in-
crease responsiveness to U.S. government
requests for assistance.

¢ Ensuring proper compliance with U.S.
regulations, effective investigative and
prosecutorial enforcement actions, as well as
administrative procedural follow-up against
violators of the AECA and the ITAR.

¢ Surveying customer satisfaction periodi-
cally to solicit suggestions for improving DTC
services.

Commitment to Quality

The Office of Defense Trade Controls recognizes its responsibility to the American public and other
governmental offices to provide the finest service possible at all times. As part of DTC’s quest for
improvement, the office uses an analytical approach, with statistical methods and other
problemsolving tools, to accomplish its licensing and compliance missions.


Office of Defense Trade Controls
Customer Service Survey

The Office of Defense Trade Controls would like your opinion on the attached Customer
Service Plan and your perception of the service you have received from our office. Please mail or
fax your response to the address at the bottom of the survey by July 30, 1997. We also request that

registrants/applicants only submit a single response.

1. How would you rate the Office of Defense Trade Con-
trols’ (DTC’s) customer service standards?

C1) Excellent 1 Fair
(1 Very Good {J Poor
1) Good

2. Do you feel DTC meets its customer service
standards?
C1 Yes, definitely
O1 Yes, somewhat

O No

3, From what unit within DTC have you received
service?

1 Licensing 1 Administration
C1 Registration {1 Computer Services
1 Compliance

4. Have you found the person (s) who assisted you
at DTC knowledgeable?
O Yes
O No

C1 Not applicable

4a. How knowledgeable did you find the person (s) at DTC?

(1 Very knowledgeable [] Somewhat knowledgeable
O Knowledgeable OD Not knowledgeable

5 Was the service completed?

OC Sooner than expected Oo As expected
Later than expected

6. Where you treated in a courteous and professional
manner by DTC personnel?

O Yes [1] Not applicable
1 No

7. \s there any issue you feel needs to be reviewed in
DTC's Customer Service Plan? Identify the issue.

1 Yes 01 No

8. Do you feel DTC’s Customer Service Plan is
complete?

O Yes O No

8a. If no, please state the issue (s) not addressed.

9. How does DTC generally rate against agencies that
offer like or similar service?

CD Better than others (1 Worse than others
(1 Same as others

10. How does DTC rate against other government
offices specifically in the area of customer service?

(1 Better than others O Worse than others
OQ) Same as others

Mail to: Office of Defense Trade Controls
Customer Service Survey
PMI/DTC, Room 200, SA-6

Washington, D.C, 20520-0602

or

Fax to: (703) 875-6647


Contacting the Office of Defense Trade Controls

Postal Address

Office of Defense Trade Controls
Bureau of Political-Military Affairs
SA-6, Room 200

US. Department of State
Washington, D.C. 20520-0602

Express Mail/Courier Delivery Address
Office of Defense Trade Controls

Bureau of Political-Military Affairs

SA-6, Room 200

U.S. Department of State

Washington, D.C. 20520-0602

(Deliver to Main Department of State Bldg.
2201 C Street, NW

Use 21st Street "Joggers' Entrance")

Fax Numbers
Director; Licensing Division;

Defense Trade News: (703) 875-6647
Compliance Division;
Computer Support Staff: (703) 875-5663

General Telephone Numbers

General Information: (703) 875-6644

Office Director & Deputies: (703) 875-7050

Defense Trade News: (703) 875-5671

Licensing Division: (703) 875-6644,
Press 3

Registration /Compliance: (703) 875-6650,
Press 4

Commodity Jurisdiction: (703) 875-5655

Status Inquiry Telephone Numbers

Case Status Inquiries: (703) 875-6652
Congressional Case Status: (703) 875-6641
Automated License

Status System (ALISS): (703) 875-7374
Remote On-Line

Bulletin Board (ROBB): (703) 875-6650

Contacting the Deputy Assistant
Secretary for Export Controls

Deputy Assistant Secretary for Export Controls
Bureau of Political-Military Affairs

PM, Room 7325A

U.S. Department of State

Washington, D.C. 20520-7325

Contacting the Office of
Export Control Policy

Office of Export Control Policy
Bureau of Political-Military Affairs
PM/EXP, Room 2242

U.S. Department of State
Washington, D.C. 20520-2242

Telephone (202) 647-4231
Fax (202) 647-4232

Ordering Forms and Regulations

To order license application forms, write the Office of Defense Trade Controls or fax (703) 875-6647.
Please mark your message “Attn: Forms.” Specify the type and quantity of forms needed, and
provide a phone number and point of contact along with your address. To order a copy of the
International Traffic in Arms Regulations, call the Government Printing Office at (202) 783-3238 from
8:00 -4:00 EST; cite stock number 069-001-000-58-1. Please note that DTC does not distribute the ITAR

and GPO does not carry application forms.

Department of State Publication 10440
Bureau of Political-Military Affairs
Revised January 1997


United States Department of State od Bureau of Political-Military Affairs

Defense Trade News

and Export Policy Bulletin

Volume 8, Number 2 e Washington, D.C. ° June, 1997

Office of Defense Trade Controls
Customer Satisfaction Survey

NATIONAL
5
E
&
REVIEW

Commitment to Our Customers


Secretary of State
Madeleine K. Albright

Assistant Secretary
of State for
Political-Military
Affairs
Thomas E. McNamara

Deputy Assistant
Secretary for
Export Controls
Martha Caldwell Harris

Executive Editor
Lana C. Chumley

Managing and
Production Editor
Nadia L. Brown

Internet Editor
John Sonderman

Defense Trade Advisory
Group: Linda Lum

Defense Trade News (ISSN 1051-2845) is a periodic publication

of the Bureau of Political-Military Affairs, U.S. Department of State. Its
purpose is to provide American industry, the public, and Congress with
information on defense trade policy, licensing practices, and compliance
issues. Contents include official policy statements and other official
documents. Special features, articles, and other materials (such as maps,
charts, graphs, tables, and photographs) provide additional information
on current issues but should not necessarily be interpreted as official
USS. policy statements. The Secretary of State has determined
that the publication of this periodical is necessary in the transaction of
public business required by law.

Subscription and Address Changes: DTC Registrants — Every firm
registered with the Office of Defense Trade Controls as a manufacturer
or exporter should automatically receive this publication at its registered
address in the name of the registrant in Block 14 of Form DSP-9. To
change a mailing address, a registrant must notify the Office of Defense
Trade Controls in writing, citing its applicant code and amending Form
DSP-9 (see ITAR §122.4).

Non-Registrants — Defense Trade News is also available to U.S. govern-
ment agencies, foreign governments, non-registrant firms, and other
interested parties. To subscribe or to submit an address change, write to
Editors, Defense Trade News, PM/DTC, SA-6, Room 200, Department of
State, Washington D.C. 20522-0602, or fax (703) 875-5663.

Copyright: Unless otherwise marked, this publication’s contents are in
the public domain and are not copyrighted. Such items may be
reprinted; we would appreciate citation of Defense Trade News as the
source. You must obtain permission to reproduce any copyrighted
material (including photographs) from its original source.

Limited Reprint Authorization: DTC registrant companies may
reproduce this entire edition (excluding postal mailing label) for internal
distribution. This permission is given to ensure proper distribution
throughout firms with multiple locations, and to reduce mailing costs.

Corrections, Contributions, and Correspondence: Address to Editors,
Defense Trade News, PM/DTC, SA-6, Room 200, Department of State,
Washington, D.C. 20522-0602.

Postmaster: Send address changes to Defense Trade News, PM/DTC,
SA-6, Room 200, Department of State, Washington, D.C. 20522-0602.

Postage: Third-class postage paid in Washington, D.C. 20522-0602.



U.S. Department of State

Bureau of Political-Military Affairs

Office of Defense Trade Controls
Customer Satisfaction Survey ==

PLL ors

The Office of Defense Trade Controls (DTC)
and its modern day predecessors have admin-
istered control of international arms traffic
since the 1930’s. Our experience suggests
that--even while dealing with resource con-
straints and reductions-services might be
improved by determining what industry con-
siders to be critical, promoting innovation in
streamling processes and restructuring re-
source allocations, and evaluating perfor-
mance with realistic goals and standards.

Based on public sector response and some
introspection, DTC developed a Customer
Service Plan, that was officially published in
a 1994 report by the National Performance
Review, “Putting Customers First: Standards

for Servicing the American People,” and has
since been otherwise widely disseminated. In
May 1996 we requested a private sector ap-
praisal of the standards and DTC’s perfor-
mance in relation to them. Our analysis of the
findings were published in a September 1996
Special Edition of DTN.

We want to ensure that the DTC Customer
Service Plan reflects the issues that matter to
our private industry customers and helps us
improve our service. Therefore, you are en-
couraged to participate in the survey that
follows. @