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<br />Goal 6 (Make FEMA a world-class enterprise) <br /> <br />. Performance-based management <br />. Efficient and effective support functions <br />. Sound financial performance <br />. Effective communication <br />. Customer focus <br /> <br />CWCS Comments <br /> <br />. Ensure that customers (citizens, local and state governments) have an opportunity to evaluate <br />the service they are getting, whether on an every-day basis or in a disaster situation so FEMA <br />can consider how well those customers feel they were served <br /> <br />. Invite private businesses, professional organizations, and other customers in locations of <br />disasters to evaluate FEMA's performance in their community and to cooperate with <br />universities and local and state govemments to collaboratively develop models for <br />improvement <br /> <br />. Employ research colleges and universities to evaluate FEMA's performance in specific <br />situations and to recommend improvements <br /> <br />. Develop and utilize on-line suggestion boxes and other forms of user-friendly feedback <br />techniques to assist FEMA with program improvements. <br /> <br />. Provide training for customer service activities to improve communication and coordination with <br />state and local officials and individuals. <br /> <br />. Develop a method for allowing businesses to advertise on FEMA websites as a way of <br />generating mitigation funds that go directly to communities on a competitive basis. <br /> <br />. Enhance current media procedures to publicize to a greater degree at the local level the hazard <br />reduction and hazard response activities undertaken by FEMA, state agencies, and local <br />agencies, both in response to declared disasters and on an ongoing basis <br /> <br />L:\Section Folders\SECA\New FEMA directions\FEMA strategic plan(CWCB staff comments 4-5-02).doc <br /> <br />. <br /> <br />7 <br />