Our plan addresses the needs of customers.

PLANNING CUSTOMER SERVICE

     Through the Laboratory, we developed a power program supplement to Reclamation's Customer Service Plan which provides a framework for Reclamation to evaluate and improve customer service.  Our plan addresses the needs of customers, partners, constituents and stakeholders.

    Results from surveys, benchmarking, and customer comments helped to develop the plan.  We will use performance standards to measure our progress and determine future improvements.  So far we have:

• Involved customers in our Laboratory in the Management Team and work groups
• Solicited advice and ideas from customers through direct two-way communication
• Identified our customers' principle concerns
• Developed a public outreach program
• Increased our participation in industry meetings
• Used electronic media, including the Internet, to share information

PARTNERING FOR THE FUTURE

     Our future directions will include significant emphasis on partnerships with the PMAs, our customers, and constituents.  Coordination activities and day-to-day contacts with other Federal agencies, reliability councils, and public and private electrical energy interests are an extensive and integral part of Reclamation's power program.  It is imperative Reclamation maintains its strong and close working relationship with the PMAs and other organizations involved in the power industry to ensure the best use and coordination of Reclamation hydropower resources.


CONTINUING TO MEET OUR CUSTOMERS' NEEDS

     To ensure we are providing relevant and useful goods and services, we will continue to seek customer feedback.  Their comments will be incorporated into performance measures at all levels of the power program.  We will review and modify customer service standards regularly to ensure they remain relevant to our customers' needs.