116 Representative Documents: Outreach Mission and Goals NATIONAL ARCHIVES AND RECORDS ADMINISTRATION 2018–2022 Strategic Plan | Strategic Goal 2 Connect with Customers https://www.archives.gov/about/plans-reports/strategic-plan STRATEGIC GOAL 2 Connect with Customers� Crecords onnect with Customers challenges us to continuously improve customer service, cultivate public participation, and generate new understanding of the importance of in a democracy. We continuously engage with and learn from our customers: individuals, organizations, and other Federal agencies. We build long-term and strategic cus­ tomer relationships to ensure our services are valued by our customers and we work together to improve overall efficiency and effectiveness. 2.1 By FY 2020, 93 percent of customer requests will be ready within the promised time. NARA strives to provide consistent, reliable, and reputable service in order to increase cus­ tomer engagement and encourage customers to see NARA as a trusted partner. NARA provides service to a variety of public and Federal agency customers, including responding to reference requests, furnishing items in public research rooms, providing veterans and their families with copies of military separation documents (DD-214), and responding to Freedom of Information Act (FOIA) requests from the public. NARA currently provides 93 percent of customer requests in the promised time as a weighted average across multiple services. However, NARA will be challenged to maintain this standard as the agency transitions to a fully-electronic environment. NARA is committed to maintain­ ing its current high standards of customer service to maintain the trust and confidence of its customers. Strategies: Benchmark and revise standards for efficient and timely responses to requests. Develop and baseline new metrics that better address overall customer satisfaction. Migrate written correspondence and other off-site requests to an online solution. Contributing Programs: Research Services Agency Services Legislative Archives, Presidential Libraries, and Museum Services Office of General Counsel Office of Innovation Information Services. 8 8
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