Human Resources Division

Customer Service Plan

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TABLE OF CONTENTS
Print full document
• Vision Statement
• Code of Conduct
• Introduction
• REE Human Capital Plan
• President’s Management Agenda
• Customer Service Hand Pin Award
• Partnership Relationship
• Identification of Customers
• Services Provided
• Customer Service Standards
  • Human Resources Operations
  • Employee Benefits
  • Employee Relations
  • Human Resources Policy
  • Special Programs
  • Competitive Sourcing Program
• Appendix. Feedback and Suggestions

Partnership Relationship

Successful implementation of the HRD mission is accomplished in partnership with management and employees throughout the REE mission area. We pledge to provide high quality, caring, timely, and accurate service within established legal guidelines.

In this partnership, HRD employees will do the following:

• listen to our customers’ needs
• be knowledgeable about the agencies we serve
• be accountable for our actions
• provide quality, timely service and updates on progress
• be honest, open, courteous, respectful, and fair in all contacts with our customers
• be proactive and anticipate customer needs
• provide explanation for our actions
• be flexible and creative, and seek innovative alternatives
• share our knowledge openly with our customers and co-workers
• educate our customers on time frames needed to complete their requests
• update HRD subject matter contact points on the HRD website on a quarterly basis
• update HRD website (by subject matter experts) on a quarterly basis
• respond to questions or provide the appropriate resources
• be easily accessible
• ensure emergency phone numbers are provided on voice mail messages
• update voicemail greeting on a daily basis
• protect the rights and benefits of REE employees as well as the rights of the agencies

So that HRD can provide the best possible service, our customers should do the following:

• involve us early
• be frank and candid in identifying needs
• provide complete information
• submit personnel actions within required time frames
• work in cooperation with HRD staff to prioritize work
• provide timely and constructive feedback on the work performed
• be honest, open, courteous, respectful, and fair in all contacts with HRD
• be mindful to read information and updates provided by HRD
• leave a detailed message (by phone or email) if we are not available. This will allow us an opportunity to respond to their needs appropriately and in a timely manner

Our goal is to provide excellent customer service. We ask our customers for support and cooperation in assisting us in meeting this goal. HRD employees will respond to inquiries within 1 business day. HRD Customer Service Hours are Monday through Friday, 8:00 am to 4:30 pm, Eastern Time.