Ease of access, courtesy, familiarity with our information products, understanding customer requests, and promptness are the five themes of EIA's customer service standards.

Whether our customers are government staff or private citizens, domestic or foreign, young or old, knowledgeable about energy or new to the subject, EIA provides products and services with the same level of commitment. We provide information to high-level policymakers in Congress and industry, and we also help students by providing information for their term papers. We provide information to small business people and to teachers planning science lessons.

Some energy topics are complex, and EIA has worked hard to explain the issues in "plain English" so a wide audience can understand and use the information. EIA prepares high-quality technical articles, but strives to write for the general public. EIA issues press releases so journalists can write about the energy situation in newspapers and magazines that reach large numbers of Americans. Many customers comment that EIA brochures summarize long reports in a couple pages, with graphs and facts they can carry around in their pockets.

Customer contact us in may ways: telephone, Web site, mail, personal visits, seminars and meetings. However, most of our customers come to us via our award-winning Web site (http://www.eia.doe.gov), which is visited by more that 1 million unique users each month. Energy Information Specialists in our National Energy Information Center (202-586-8800) field many questions from customers on the telephone and answer e-mail requests. Inquiries include requests for historical numbers, help with Web site navigation, assumptions for the EIA forecasts, and many other subjects. The Information Specialists also refer customers to other organizations if their question is outside the scope of EIA information.

Based on the results of customer surveys, we found that some of our customers were not totally satisfied with the timeliness of our information. Basically, they wanted it available sooner. In response to this customer message, EIA concentrated on developing a Web site, which contains virtually everything we produce. We try to post data as soon as they are ready, not waiting for the printed version to be prepared as we did in the past. We often release some of the more important information in advance of the entire report. Customers who need help with the Web site or have a comment can contact our Webmaster directly, or they can use the feedback button on the home page to send us an electronic message.

EIA information is in the public domain and available to everyone. Our mission is to promote sound policy making, efficient markets, and public understanding regarding energy and its interaction with the economy and the environment.