FAA Customer Service Initiative

In a February 20, 2003 speech before the Aero Club of Washington, FAA Administrator Marion Blakey committed the Regulation and Certification (AVR) organization to a new Customer Service Initiative that will help alleviate the problem of inconsistent application of regulations across regions and offices.

The AVR organization covers the design, production, operation and maintenance of civil aviation products. Its services include Aircraft Certification and Flight Standards. (AVR is now called AVS, Office of Aviation Safety.)

The Administrator’s announcement was quickly followed by a communication from Nick Sabatini, the Associate Administrator for Regulation and Certification to all AVR employees. That message explained the initiative’s goal – to promote a positive environment for dealing with the public – and included three vital attachments: the AVR Customer Service Principles, an AVR Customer Service Review Checklist and the AVR Customer Service Review Documentation Tool. (Later, AVR produced an Operator's Guide to the Customer Service Initiative.)

The Association stands ready to help its members complete the Documentation Tool and to provide the names of the persons in the applicable "chain-of-command."

The home page for the AVS Customer Service Initiative is at this link.

Operator's Guide to the Customer Service Initiative:
opguide.doc

Customer Service Initiative Memo:
csimemo.doc

Customer Service Principles:
csprinciples.doc

Customer Service Review Checklist:
cslist.doc

Customer Service Review Documentation Tool:
cstool.doc