Customer Service Mission and Values Statement

Customer Service Mission:

The broad mission of the U.S. Department of Housing and Urban Development is to increase homeownership, support community development, and increase access to affordable housing that is free from discrimination. To fulfill this mission, HUD will embrace high standards of ethics, management and accountability, forge new partnerships that leverage resources and improve HUD's ability to be effective on the community level. HUD will be a high-performing, well-respected, and empowering partner with all levels of government, with the private sector, and with families and individuals.

Customer Service Delivery System:

The complete spectrum of HUD programs and services are entirely dependent on the use of intermediaries such as governmental entities, nonprofit organizations, for profit partners, and faith-based / community-based groups. In most instances, there will be multiple intermediaries that are critical to the quality of product delivered to the end-user. The customer service chain will only be as strong as its weakest link. The customer service standards and values of the agency should be shared and matched or exceeded by our intermediaries if the highest level of customer service is to be realized.

Customer Service End User:

The quality of customer service must be measured by the end user of the product. While it is also important to engage intermediaries in the evaluation of products and delivery systems, HUD recognizes that customer service surveys or feedback will be of the greatest value when the Department solicits such input from its ultimate customer, which is the end user of the product or service.

Customer Service Values:

In furtherance of the Department's mission, vision, and delivery systems, the Omaha HUD Field Office is committed to the public and to the taxpayers that we serve. To honor this commitment, the Omaha HUD Field Office pledges to maintain the following values and standards in serving our valued customers:

• Treat customers with dignity, respect, and courtesy.
• Listen earnestly and objectively to the needs of the customer.
• Respond to customers in a timely, efficient and responsible manner.
• Respond to customers with accurate, complete and non-bureaucratic answers.
• Utilize HUD Team cross-cutting involvement to improve problem-solving.
• Utilize HUD Team cross-cutting involvement to provide seamless services / programs.
• Respect the rights of the customer to confidentiality.
• Solicit feedback from customers on improving programs and services.

Customer Service Toolkit:

The Omaha HUD Field Office has designed a toolkit for profiling the customer service options that will meet the needs of customers. The toolkit will be posted on the website by June 1, 2003. There will be an internal toolkit for HUD staff and an external toolkit for customers.

Customer Service Feedback:

The Department of Housing and Urban Development wants the customer to be completely satisfied with the services provided by the agency. Your positive or negative feedback on customer service quality is welcomed. Please feel free to contact the Field Office Director, Mr. Stan Quy, at (402) 492-3103 regarding your experiences.