EO 13571 Streaming Service Delivery

EO 13571

Title 3—The President

(c) the term ‘‘United States person’’ means any United States citizen, permanent resident alien, entity organized under the laws of the United States
or any jurisdiction within the United States (including foreign branches),
or any person in the United States;
(d) the term ‘‘North Korea’’ includes the territory of the Democratic People’s Republic of Korea and the Government of North Korea; and
(e) the term ‘‘Government of North Korea’’ means the Government of the
Democratic People’s Republic of Korea, its agencies, instrumentalities, and
controlled entities.
Sec. 5. The Secretary of the Treasury, in consultation with the Secretary
of State, is hereby authorized to take such actions, including the promulgation of rules and regulations, and to employ all powers granted to the President by IEEPA and the UNPA as may be necessary to carry out the purposes of this order. The Secretary of the Treasury may redelegate any of
these functions to other officers and agencies of the United States Government consistent with applicable law. All agencies of the United States Government are hereby directed to take all appropriate measures within their
authority to carry out the provisions of this order.
Sec. 6. This order is not intended to, and does not, create any right or benefit, substantive or procedural, enforceable at law or in equity by any party
against the United States, its departments, agencies, or entities, its officers,
employees, or agents, or any other person.
Sec. 7. This order is effective at 12:01 a.m. eastern daylight time on April
19, 2011.
BARACK OBAMA
The White House,
April 18, 2011.

Executive Order 13571 of April 27, 2011

Streamlining Service Delivery and Improving Customer
Service

erowe on DSK2VPTVN1PROD with

By the authority vested in me as President by the Constitution and the laws
of the United States of America, and in order to improve the quality of
service to the public by the Federal Government, it is hereby ordered as
follows:
Section 1. Policy. The public deserves competent, efficient, and responsive
service from the Federal Government. Executive departments and agencies
(agencies) must continuously evaluate their performance in meeting this
standard and work to improve it. To this end, Executive Order 12862 (Setting Customer Service Standards), issued on September 11, 1993, requires
agencies that provide significant services directly to the public to identify
and survey their customers, establish service standards and track performance against those standards, and benchmark customer service performance
against the best in business. This effort to ‘‘put people first’’ was an important step. It was reinforced by a Presidential Memorandum for the Heads

234

VerDate Mar<15>2010

10:26 Aug 24, 2012

Jkt 226006

PO 00000

Frm 00248

Fmt 8090

Sfmt 8090

Y:\SGML\226006T.XXX

226006T

Executive Orders

EO 13571

of Executive Departments and Agencies issued on March 22, 1995 (Improving Customer Service), and a further Presidential Memorandum issued on
March 3, 1998 (Conducting ‘‘Conversations with America’’ to Further Improve Customer Service).
However, with advances in technology and service delivery systems in
other sectors, the public’s expectations of the Government have continued
to rise. The Government must keep pace with and even exceed those expectations. Government must also address the need to improve its services,
not only to individuals, but also to private and Governmental entities to
which the agency directly provides significant services. Government managers must learn from what is working in the private sector and apply these
best practices to deliver services better, faster, and at lower cost. Such best
practices include increasingly popular lower-cost, self-service options
accessed by the Internet or mobile phone and improved processes that deliver services faster and more responsively, reducing the overall need for
customer inquiries and complaints. The Federal Government has a responsibility to streamline and make more efficient its service delivery to better
serve the public.
Sec. 2. Agency Customer Service Plans and Activities. Within 180 days of
the date of this order, each agency shall develop, in consultation with the
Office of Management and Budget (OMB), a Customer Service Plan (plan)
to address how the agency will provide services in a manner that seeks to
streamline service delivery and improve the experience of its customers. As
used in this order, the term ‘‘customer’’ refers to any individual or to any
entity, including a business, tribal, State or local government, or other
agency, to which the agency directly provides significant services. The plan
shall set forth the agency’s approach, intended benefits, and an implementation timeline for the following actions:
(a) establishing one major initiative (signature initiative) that will use
technology to improve the customer experience;
(b) establishing mechanisms to solicit customer feedback on Government
services and using such feedback regularly to make service improvements;
(c) setting clear customer service standards and expectations, including,
where appropriate, performance goals for customer service required by the
GPRA (Government Performance and Results) Modernization Act of 2010
(Public Law 111–352);
(d) improving the customer experience by adopting proven customer
service best practices and coordinating across service channels (such as online, phone, in-person, and mail services);
(e) streamlining agency processes to reduce costs and accelerate delivery,
while reducing the need for customer calls and inquiries; and

erowe on DSK2VPTVN1PROD with

(f) identifying ways to use innovative technologies to accomplish the
customer service activities above, thereby lowering costs, decreasing service delivery times, and improving the customer experience.
Sec. 3. Publication of Agency Customer Service Plans. Each agency shall
publish its plan on its Open Government web page.
Sec. 4. Assistance in Implementation. In consultation with the heads of executive departments and agencies, the Chief Performance Officer, who also
serves as the Deputy Director for Management of the OMB, shall develop

235

VerDate Mar<15>2010

10:26 Aug 24, 2012

Jkt 226006

PO 00000

Frm 00249

Fmt 8090

Sfmt 8090

Y:\SGML\226006T.XXX

226006T

EO 13572

Title 3—The President

guidance for implementing the activities outlined in this order. Such guidance shall include, among other things, the nature and scope of services
to which the order’s requirements will apply. The Office of Management
and Budget, the General Services Administration, and the Office of Science
and Technology Policy shall assist and support agencies in developing customer service standards and plans, online posting of customer service
metrics and best practices, expediting review for customer feedback mechanisms under the Paperwork Reduction Act (44 U.S.C. 3501 et seq.), improving the design and management of agency websites providing services or
information to the public in compliance with section 508 of the Rehabilitation Act (29 U.S.C. 794d), and using innovative technologies to improve
customer service at lower costs.
Sec. 5. Independent Agencies. Independent agencies are requested to adhere to this order.
Sec. 6. Privileged Information. Nothing in this order shall compel or authorize the disclosure of privileged information, law enforcement information, information affecting national security, or information the disclosure
of which is prohibited by law.
Sec. 7. General Provisions. (a) Nothing in this order shall be construed to
impair or otherwise affect:
(i) authority granted by law to an executive department, agency, or the
head thereof; or
(ii) functions of the Director of the OMB relating to budgetary, administrative, or legislative proposals.
(b) This order shall be implemented consistent with applicable law and
subject to the availability of appropriations.
(c) This order is not intended to, and does not, create any right or benefit, substantive or procedural, enforceable at law or in equity by any party
against the United States, its departments, agencies, or entities, its officers,
employees, or agents, or any other person.
BARACK OBAMA
The White House,
April 27, 2011.

Executive Order 13572 of April 29, 2011

Blocking Property of Certain Persons With Respect to
Human Rights Abuses in Syria

erowe on DSK2VPTVN1PROD with

By the authority vested in me as President by the Constitution and the laws
of the United States of America, including the International Emergency
Economic Powers Act (50 U.S.C. 1701 et seq.) (IEEPA), the National Emergencies Act (50 U.S.C. 1601 et seq.), and section 301 of title 3, United
States Code,
I, BARACK OBAMA, President of the United States of America, hereby expand the scope of the national emergency declared in Executive Order

236

VerDate Mar<15>2010

10:26 Aug 24, 2012

Jkt 226006

PO 00000

Frm 00250

Fmt 8090

Sfmt 8090

Y:\SGML\226006T.XXX

226006T