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Department of Commerce Customer Service Plan

The U.S. Department of Commerce (Commerce) creates the conditions for economic growth and opportunity by promoting innovation, entrepreneurship, competitiveness, and stewardship informed by world-class scientific research and information.

Commerce places a premium on effectively and efficiently delivering customer services.  Customer Service is one of the six major themes of the Department's Strategic Plan and Balanced Scorecard, which the Secretary uses to track each bureau's progress towards key programmatic and management goals on a quarterly basis.  Accordingly, Commerce includes customer service goals and objectives in the performance plan for every employee throughout the Department.

As required by Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service, Commerce has developed a plan that identifies specific actions and initiatives to further advance its customer service delivery over the next year, focusing on key service areas and technology-driven initiatives.  This plan outlines the key elements of these initiatives.

Our first initiative is Commerce Connect, a collaborative partnership of all Commerce bureaus to streamline public access, through a one-stop model, to over 70 Department-wide programs that support U.S. businesses.  Our other initiatives represent best practices of individual bureaus.

The International Trade Administration is upgrading the content and navigability of its web site in support of the National Export Initiative.  The U.S. Patent and Trademark Office is pursuing several projects to provide ready access to its backlog and pendency metrics, to accelerate its examination of patents for environmentally-friendly and conversation technologies, and to make bulk patent and trademark data readily available to the public, free of charge, on Google.

The Economic Development Administration will implement customer surveys on its upgraded grant application process, launch a microsite to highlight best practices in regional innovation, and facilitate the exchange of innovative ideas and perspectives in economic development.     The Bureau of Economic Analysis has upgraded the features and functionality of its web site and will survey users for their feedback.  The U.S. Census Bureau has implemented a search tool that enables readily searchable and exportable access to detailed economic data.  Lastly, the National Oceanographic and Atmospheric Administration is working to preserve and enable searchable public access to the extensive multi-agency data related to the Deepwater Horizon oil spill.   

Department of Commerce Draft Environmental Justice Strategy

On August 4, 2011, the Department of Commerce and other Federal agencies signed a Memorandum of Understanding (MOU) to develop or revise existing environmental justice (EJ) strategies to protect minority and low-income populations from experiencing disproportionately high and adverse human health or environmental effects caused by an agency’s programs, policies, and activities. 

In compliance with this commitment, the Department of Commerce is releasing for public comment a draft EJ Strategy, which will completely replace the Department’s original EJ Strategy produced in 1995 in response to Executive Order 12898 section 1-103.  Through November 30, 2011, the Department welcomes any comments or feedback on this draft EJ Strategy.  In addition, the Department is soliciting feedback on the following specific topics:

  • Are there additional Departmental programs, policies, or activities that should be included in the EJ Strategy in addition to those already identified?
  • What should the Department’s environmental justice goals and objectives be in relation to providing and supporting climate science, services and adaptation?

When providing feedback, please put “EJ” or “environmental justice” in the subject line.

Open Government Directive Benchmarks

The White House's Open Government Directive requires Cabinet-level agencies, such as the Department of Commerce, to pass certain milestones as part of our efforts to be more open and transparent. The timeline below details the specific benchmarks we're moving toward, and shows the Department's progress in achieving them.

2 of 2
Complete

 

45 days—January 22, 2010

  • Completed: Designate a high-level senior official to be accountable for Federal spending information publicly disseminated (Date Completed: 1/22/2010)
  • Completed: Identify and publish online, in an open format, at least three high-value data sets (Date Completed: 1/22/2010)

3 of 3
Complete

 

60 days—February 6, 2010

  • Completed: Launch the Commerce Open Government Website at www.commerce.gov/open, to provide ways for the public to find information and provide feedback on the data sets, our FOIA process, and the Commerce Open Government Plan (Date Completed: 2/5/2010)
  • Completed: Provide contact information for Commerce's designated Open Government representative and create Commerce Open Government email account, open@doc.gov (Date Completed: 2/5/2010)
  • Completed: Launch the Citizen Engagement Tool, OpenCommerce.IdeaScale.com, to solicit feedback and ideas (Date Completed: 2/5/2010)

5 of 5
Complete

 

120 days—April 7, 2010

  • Completed: Select Commerce Open Government Team and begin meeting (Date Completed: 1/08/2010)
  • Completed: Release First Draft template for the Commerce Open Government Plan (Date Completed: 3/12/2010)
  • Completed: Solicit public feedback for the Commerce Open Government Plan (Date Completed: 3/20/2010)
  • Completed: Integrate public feedback for the Commerce Open Government Plan (Date Completed: 4/2/2010)
  • Completed: Publish Commerce Open Government Plan on Commerce Open Government website (Date Completed: 4/7/2010)