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The RRB will continue to be customer-focused, quality-driven, and fiscally
responsible. While our overall mission and responsibilities will remain
unchanged, we will use creativity, innovation and technology to deliver
best-in-class service in a cost-effective, efficient manner. As a result, our
customers will have a broad range of choices for conducting their business with
the agency, including more online, web-based options that will allow for secure
transactions from remote locations. In addition, we will offer expanded services
to our customers through our nationwide toll-free telephone number and will
build on their ability to file applications and claims online.
Direct customer feedback will shape our efforts and enhance responsiveness, with
the goal of having our customer service levels serve as a standard of excellence
in the Federal sector. However, our ultimate measure of success will be the
sustained satisfaction of our customers and the agency’s ability to respond to
their needs and concerns.
The agency’s internal culture will reflect a strong commitment to its employees,
and a drive to ensure continual learning at all levels. Given the large
percentage of employees eligible for retirement during this planning period,
knowledge transfer will be a top priority in our managerial succession plans,
coupled with a renewed emphasis on filling entry-level positions. |
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