People, policies, and processes form the foundation for Public Assistance Program performance.

FEMA has identified performance measures to evaluate people and process, ensuring continuous program improvement and compliance with the Government Performance and Results Act (GPRA) of 1993. The GPRA requires each agency to establish a set of performance measures for Congress to gauge efficiency and effectiveness of an agency's programs.

The 1998 customer satisfaction survey provided baseline information on customer expectations and assessments of FEMA performance. We will conduct additional surveys after each disaster and will revise the program as required to better meet customer needs.

We will measure our performance against these objectives:

• Emergency Work Funding - 50% within 30 days following PDA or declaration
• Permanent Work Funding - 80% within 180 days
• Close PA Program - 90% of disasters within two years of the declaration date
• Customer Satisfaction Ratings - at least 90%

The PA Program has been revised to provide and deliver program assistance more efficiently, effectively, and consistently with increased customer satisfaction.