USDA, Research,
Education, and Economics
Agricultural Research Service
Administrative and Financial Management
Customer
Service Standards
Establishing
Quality Service Standards for Our Customers
Putting Our Customers
First
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)
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
(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,
Consolidated Assistance Review and Evaluation (CARE) reviews and
Total Quality Management (TQM) tools. 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.
| Extramural Agreements Division |
301-504-1147 |
| Acquisition and Property Division |
301-504-1695 |
| Facilities Division |
301-504-1151 |
| Financial Management Division |
301-504-1257 |
| Human Resources Division |
301-504-1317 |
The United States Department
of Agriculture (USDA) prohibits discrimination in its programs
on the basis of race, color, national origin, sex, religion, age,
disability, political beliefs, marital or familial status. (Not
all prohibited bases apply to all programs.) Persons with disabilities
who require alternative means for communication of program information
(Braille, large print, audiotape, etc.) should contact the USDA
Office of Communications at
(202)720-2791.
To file a complaint; write the Secretary of Agriculture, U.S.
Department of Agriculture, Washington, DC 20250, or call (202)
720-7327 (voice) or (202) 720- 1127 (TDD). USDA is an equal employment
opportunity employer. |