The Bureau of Land Management NEWS
News Menu (Graphics) News Menu (Text) Home Page

Last updated: 04/04/03

Release date: September 13, 1996
Contact: Don Cabrera, 202/452-5130

BLM Receives High Marks From Public in Agency's 1996 Customer Satisfaction Report

The Bureau of Land Management (BLM) today released the results of a customer service survey, which found that 90 percent of the respondents are either satisfied or extremely satisfied with how the BLM treats its customer.

"I am very pleased with the results of this survey, which is intended to help our agency do a better job of serving our customers," said BLM Acting Director Mike Dombeck. "We will use the information from this survey toward that end."

Dombeck said that the survey shows the BLM is strongly committed to its management strategy known as the "Blueprint for the Future," which identifies better customer service as one of the BLM's top priorities.

"Vice President Gore has called on all Federal agencies to reinvent government, and one of the ways the BLM is reinventing itself is by providing better service to the general public and to our constituent groups, such as recreationists, ranchers, and environmentalists. This latest survey tells us what our strengths are and helps us identify areas where we can improve."

Since earlier this year over 45,000 comment cards have been distributed to visitors at BLM sites and mailed to frequent BLM customers. Datacon of Niantic, Connecticut, has been collecting the data while BLM's Customer Service team does the evaluation. Customer feedback shows:

• 91 percent said the BLM offers prompt, courteous service;
• 90 percent said the BLM provided the information they requested or had explained why the agency could not meet their request;
• 88 percent said they were fully informed of the procedures that apply to grants, agreements, contracts, and permits and that the BLM informed them of these procedures in a timely manner; and
• 83 percent said BLM facilities, such as campgrounds and developed trails, are safe, clean, and attractive, and that the BLM staff at these sites are informative.

A summary of the BLM's latest customer survey results are contained in a new brochure called "The 1996 Customer Satisfaction Report." The report is now available online at http://www.blm.gov/nhp/customerservice/96custsat.html. It can be obtained by the end of this month from any of the BLM's State Offices or from the BLM's Washington, D.C., Public Affairs Office, at 202-452-5130.

Detailed results of the survey can be obtained from Agnes Sutphin or Dave Brown in the BLM's Washington, D.C., Office, at 202-452-5155.

This page was created by the U.S. Bureau of Land Management, Office of Public Affairs 1849 C Street, Room 406-LS Washington, DC 20240 Phone: (202) 452-5125 Fax: (202) 452-5124

Please contact us with any questions relating to accessibility of documents. Download Adobe Acrobat Reader

This is a U.S. Government Computer System. Before continuing, please read this disclaimer and privacy statement. Accessibility