2. 1 FAA Customer Service Initiative by Administrator for Regulation and Certification (AVR) - BRIEFING -

3. 2 FAA Customer Service Initiative Introduced by the Administrator in February 2003. Objective - is to promote a positive environment for dealing with the public.

4. 3 Good Customer Service = Good Business Practice Program builds on efforts that made the FAA the most improved Gov’t Agency in the 2002 Customer Survey. Customers have the right to ask for a review of any Inspector’s decision made in the regulatory or certification process without fear of retribution.

5. 4 Goals of FAA’s Customer Service Initiative Promote more consistency and fairness in applying FAA regulations & policy. Promote early resolution of disagreements at the lowest level. Better documentation of regulatory and/or POLICY BASED decisions. Make every FAA employee accountable for achieving the agency’s mission.

6. 5 What Customers Can Expect from the FAA Service that promotes a safe, secure, and efficient aviation system. Considerate, respectful, and professional service. Clear explanation of the requirements, alternatives and possible outcomes associated with their inquiry or request. Responses to inquiries and requests that are timely and complete.

7. 6 What Customers Can Expect from the FAA Clear explanation of FAA decisions. An environment where FAA decisions can be questioned or challenged without fear of retribution. Fair and careful consideration of the issue. Clear guidance on elevating concerns to the next highest level of FAA authority.

8. 7 What the FAA Asks of You Our Customers - Understand that safety is the FAA’s first priority. Display the same level of professionalism they expect from the FAA. Provide all pertinent information in a timely manner. Use the FAA’s “chain of command” to elevate concerns - beginning at the lowest level before progressing up to the next level.

9. 8 FAA Customer Service Review Checklist - - Actions Expected of FAA: When an FAA action is questioned or disputed by a customer, decision- makers in the management chain, at each level, are expected to thoroughly review the matter and be accountable for answers provided to the applicant. Our Customers are Certificate Holders, Applicants, and the Public.

10. 9 FAA Customer Service Review Checklist Have I considered?: The Issue. Customer and FAA perspective on the issue. Information and materials presented to the FAA by the Customer. Meeting or telephone calls to the customer to get his/her version of the situation. Relevant FAA regulations and/or policy. Relevant FAA guidance (I.e. AC’s Orders).

11. 10 FAA Customer Service Review Checklist Have I considered?: Applicable legal interpretations or decisions (precedents). Ambiguities or inconsistencies in the regulations and guidance or in the customer’s communications. Prior FAA history with this customer. Office,regions or directorates that have dealt with this customer.

12. 11 FAA Customer Service Review Checklist Have I considered?: Prior FAA history/decisions with other customers on this or similar issues. Any other questions deemed appropriate. Chronological documentation of the reviews accomplished at each level.

13. 12 AVR Customer Service Initiative Visit these websites for info- http://www2.faa.gov/avr/ http://www2.faa.gov/avr/afs/

14. 13 Questions?