|Agencies Delivering on Big Time Promises!                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 | Occupational Safety and Health Administration Exit Routes                                                                                                                                                                                                          | The Old Way- | The New OSHA-
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|President Clinton's Executive Order 12862

Setting Customer Service StandardsEmbark upon a revolution within the Federal Government.
Identify customers who are, or should be, served by the agency.Survey customers to determine the kind and quality of services they want and their level
of satisfaction with existing services.Post service standards and measure results against them.Benchmark customer service standards against the best in business.Survey front-line employees on barriers to, and ideas for, matching the best in business.Provide customers with choices in both the sources of service and the means of delivery.Make information, services, and complaint systems easily accessible.Provide means to address customer complaints.The standard of quality shall be equal to the best in business.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          
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|Consumer Product Safety Commission  -- Hotline available 24 hours a day for customer complaints
and details of the latest product recalls.

RESULT: 87% of callers reached the hotline first time they dialed, 24 hours a day.

Internal Revenue Service  -- Tax refunds due on complete and accurate paper returns in 40 days; 21
days for electronic returns.

RESULT: In 1996, paper returns40 days; electronic15.5.National Archives and Records Administration -- Within 15 minutes of walking in, you'll have
either the information or the help you need.

RESULT: Met 99% of the time.Bureau of Labor Statistics -- Data any way you want it: from a live person, by recorded message,
fax, microfiche, diskette, tape, Internet, or TDD.

RESULT:98% satisfaction.EPA -- In our voluntary programs, publicly recognize the achievements of business.

RESULT: In 1996, Hammer awards presented to companies involved in EPA's 35/50 program.National Park Service  -- Great Smoky Mountains visitor center open every day but Christmas.

RESULT: Open every day; 82% satisfaction.Forest Service -- Our offices and visitor centers will be open at times convenient to you.

RESULT: 85% satisfaction.SSA -- New and replacement cards mailed within five days; we'll tell you your Social Security
number in one day if it's urgent.

RESULT: 97% of cards mailed within 5 days, 92% applicants given Social Security number.
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|Confusing and Lengthy StandardsWays of exit access and the doors to exits to which they lead shall be so designed and arranged
as to be clearly recognizable as such. Hangings or draperies shall not be placed over exit doors or
otherwise so located as to conceal or obscure any exit. Mirrors shall not be placed on exit doors.
Mirrors shall not be placed in or adjacent to any exit in such a manner as to confuse the direction
of exit.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        | Plain and Simple StandardsAn exit door must be  free of signs or decorations that obscure its visibility.                                                                                                                                                         
|STANDARD:                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 | RESULT:                                                                                                                                                                                                                                                           
|We will acknowledge your request promptly and provide you with a request number and a point of contact.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   | Newly published standard. Collecting data for first annual evaluation.                                                                                                                                                                                            
|STANDARD:                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 | RESULT:                                                                                                                                                                                                                                                           
|SBA pledges to continue to work to relieve the regulatory burden on small business.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       | SBA worked to develop the U.S. Business Advisor, which 	provides customers with plain-language answers to questions concerning government regulations. SBA has reduced internal regulations by 55 percent and reduced standard operating procedures by 66
percent.

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