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Telephone Courtesy Protocol

MANUAL GUIDE, Information Resources Management CDC-10
DATE OF ISSUE: October 21, 2003
CIO CONTACTS: Information Resources Management Office, Telecommunications, Network Technology Branch

MATERIAL SUPERSEDED: None

1. PURPOSE
2. BACKGROUND
3. POLICY
4. RESPONSIBILITIES
5. REFERENCES

Exhibit: TELEPHONE ETIQUETTE TIPS

I. PURPOSE

This issuance establishes policy and procedures to ensure that CDC/ATSDR provides prompt and courteous service to customers, clients, and colleagues who conduct business through the telephone with CDC/ATSDR organizations.

II. BACKGROUND

The public, HHS, and the U.S. Congress (see references) have all consistently expressed the need for federal agencies to promptly and courteously answer the telephone and to always give the caller the ability to reach an agency staff member during normal business hours.

In line with CDC and ATSDR’s excellence in service goal and our pledge to treat all persons with dignity, honesty, and respect, this policy and telephone protocol was developed.

III. POLICY

The reputation of CDC/ATSDR is built and rebuilt each day by the quality courteous service provided to the public and partners in public health. To ensure a consistent courteous message that enhances the image of the agency and provides ready access to customers, clients, and colleagues who conduct business through the telephone with CDC/ATSDR organizations, compliance with the following policy will be required.

CDC/ATSDR employees will physically answer phone calls whenever possible. When they cannot, then the messages on answering machines (voice mail and other similar technologies) will provide intelligent assistance to the caller including an option that enables callers to promptly reach an individual on-duty with the organization being contacted during business hours.

Callers will be instructed by a personalized voice greeting that they have the option to depress zero on the telephone keypad if they need to speak to someone, require immediate assistance, or in the event of an emergency. All voice mail and related technologies will have a personalized greeting identifying the organization and individual to the caller.

In addition, CIOs will take positive steps to ensure their employees provide courteous service to customers, clients, and colleagues who conduct business through the telephone with their organization. To this end, Exhibit 1, Telephone Etiquette Tips, provides useful common sense “dos and don’ts” for CIO use.

IV. RESPONSIBILITIES

1. Chief Information Officer, CDC has oversight responsibility for this policy and all telecommunications policies, standards, and the implementing procedures for such policies CDC/ATSDR-wide.
    
2. Centers, Institute, and Offices (CIOs) through their supervisors and managers are responsible for the implementation of this policy within Their organization.

   Within 90 days of the effective date of this policy CIOs will conduct a review of their telecommunications systems and take corrective actions, where necessary, to such systems to comply with this policy.

V. REFERENCES

1. Letter from Ralph Regula, Chairman, Subcommittee on Interior and Related Agencies, to Secretary DHHS, dated 2/1/2000.
2. Letter to Ralph Regula, Chairman, Subcommittee on Interior and Related Agencies, from John Callahan, DHHS Chief Information Officer, dated 2/25//2000.
3. “Answering Machine Courtesy,” Letter from John Callahan, DHHS Chief Information Officer, to Heads of Operating and Staff Divisions, dated 3/13/2000.
4. CDC Pledge