Our Quality Shows

Our customers are Number One! Administrative and Financial Management (AFM) is committed to continually improving service quality and timeliness and exceeding customer expectations. In support of the National Performance Review, AFM is proactive in providing leadership in customer service in USDA.

What is AFM?

Organizationally, AFM is an organization within the Agricultural Research Service. AFM is the administrative and financial service provider for the USDA Research, Education, and Economics (REE) mission area. We strive to be "people supporting people."

Who Are AFM's Customers?

AFM provides service to the Administrators and employees of the USDA's Agricultural Research Service (ARS), Cooperative State Research, Education, and Extension Service (CSREES), the Economic Research Service (ERS), and the National Agricultural Statistics Service (NASS).

AFM's Mission

The mission of AFM is to work in partnership with the REE agencies, their customers and partners, and the public to meet their administrative and financial management needs and interests through delivery of responsive and effective services. We make the commitment to:

• Eliminate unnecessary rules and regulations.
• Provide proactive, objective, and equitable analysis and advice.
• Utilize integrated business systems to provide accurate, timely and relevant information.
• Provide leadership and rapid response.
• Assist REE agencies in providing a safe and healthy workplace.

Our Code of Conduct
 
AFM is committed to providing value-added service in a proactive, efficient, and ethical manner. AFM employees recognize the importance of customers and the need to treat everyone equitably. Our employees respect diversity and encourage each other to achieve maximum potential. AFM fosters honesty, cooperation, the free exchange of ideas, and innovation.

AFM strives to be a world class service provider by following these key values:

• We are partners with our customers. We learn from them where to expand, what to reduce, and where to improve.
• We believe in equality of treatment and diversity of thought and opinion.
• We strive for continuous improvement, using trust, respect, responsible risk taking, and removal of barriers.
• We believe that quality of life, fun, and enjoyment of work are essential to success.

Our Partnership Relationship

The partnership between AFM and its customers ensures outstanding service. In this partnership, AFM commits to:

• Being proactive.
• Providing quality, timely service and updates on progress.
• Treating all customers fairly and equitably.
• Being easily accessible, building rapport, and being knowledgeable about the agencies we serve.
• Being flexible and creative.
• Facilitating cross-functional service.
• Ensuring that employees are cross-trained so consistent service is always available to customers.
• Continuous improvement and innovation.

So that AFM can provide the best possible support, our customers need to help us by:

• Involving AFM early and being frank and candid in identifying needs.
• Providing complete information.
• Understanding that AFM's large customer base necessitates prioritizing service requests.
• Providing timely and constructive feedback.

 
What are the Services of AFM?

AFM provides services in the following areas (click on the links below to see the Customer Service Plans):

Extramural Agreements Division (EAD)

• Extramural agreements policies and procedures development
• Guidance on the review, development, clearance, maintenance, and approval of extramural agreements
• Administrative processing of extramural agreements

Facilities Division (FD)

• Facilities contracts
• Facilities engineering
• Real property
• Safety, health, and environmental management

Financial Management Division (FMD)

• Financial management
• Accounting services
• Systems analysis
• Budget and fiscal policy
• Travel and relocation services

Human Resources Division (HRD)

• Hiring
• Training and Development
• Employee Relations
• Position Classification
• Employee Benefits
• Policy and Performance Management
• Document Processing

Acquisition and Property Division (APD)

• Contract Support (requirements $100,000 and above)
• Simplified Acquisition Support (requirements under $100,000)
• Personal Property Support
• Policy and Guidance on Contracts, Simplified Acquisitions and Personal Property Matters
• Labor Services Support

Outreach, Diversity, and Equal Opportunity (ODEO)

• EEO Compliance
• EEO Awareness and Training
• Cooperative Resolution Program
• Outreach and Recruitment Support

(NOTE:  Some agencies have their own staff to administer selected administrative and financial functions. )

II. Measurement of Quality Service

Customers determine quality service, and customer feedback helps identify improvement opportunities. AFM measures the efficiency and relevance of its processes in a variety of ways including management reviews, focus groups, Strategic Plan accomplishment reports, customer surveys, individual performance appraisals, and Consolidated Assistance Review and Evaluation (CARE) reviews. AFM encourages customer feedback to AFM Divisions. Below is the main phone number of each Division, however, our customers our encouraged to visit individual Division website customer service plans for additional contact numbers.

Last updated: 03/17/2009