About AFM

Facilities Division

Real Property Management Branch
Customer Service Plan

Introduction
Work Unit Description
Identification of Customers
Work Services
Code of Conduct
Performance Standards
Partnership Relationships
Periodic Review and Assessment

Introduction

The Real Property Management Branch (RPMB), Facilities Division (FD), is committed to providing quality real estate management support services to its customers. This document addresses the types of services provided, the means of delivering the services, and a means for measuring provisions of these services.

Work Unit Description

The RPMB Realty Specialists provide advice, guidance and support, as well as administer real estate activities for all REE Agencies on a nationwide basis. Activities include acquisition by purchase or lease, and disposal of real property; development of REE-wide Policy and Procedures, and other management activities, such as inventory data tracking in the Corporate Property Automated Information System (CPAIS).

Identification of Customers

Internal

ARS Areas and Locations
ARS, Administrator and National Program Staff
ARS, Budget and Program Management Staff
ARS, Administrative Financial Management
ARS, Information Staff
ARS, National Agricultural Library
REE, Cooperative State Research, Education, and Extension Service
REE, Economics Research Service
REE, National Agricultural Statistics Service
USDA, Radiation Safety Staff

External

U.S. Congress
USDA, Departmental Administration
USDA, Office of the General Counsel
General Services Administration (GSA)
Department of Interior
Department of Justice
National Capital Planning Commission
The United States Commission of Fine Arts
State, County, and Local Governments
Universities
National Capital Planning Commission
Commercial Firms
Private Citizens

Work Services

Realty Specialists administer long-term leasing, disposals (including location closures), and the acquisition of real property, as well as assure compliance with Federal programs/policies; such as, smoking, and signage policies. In addition, Realty Specialists have the mandate to provide support and direction to their customers on actions, such as short-term leasing, easements, revocable permits, use of ARS Quarters (housing rentals), supervision of federally owned and leased real property to meet accountability and control requirements. Each Area Office maintains its own records and updates the CPAIS data base. Reports generated from CPAIS are provided to assist the Office of the Administrator, National Program Staff, Office of Procurement and Property Management, and AFM. Extensive details on execution of RPMB responsibilities can be found in Manual 245.1, although there are many other REE Issuances Directives affecting RPMB.

Code of Conduct

Customer satisfaction is a never-ending quest for RPMB. Putting the customer first, therefore, is the cornerstone and fundamental principle of the RPMB customer service philosophy. There is a total commitment to involving the customer throughout the implementation of the real estate management program. RPMB customers are treated with courtesy and respect, and are responded to in a timely and accurate manner. Customers are offered choices, and provided information that is clear, thorough, and reliable. The goal is to provide the most accurate, efficient, and innovative services support to all internal and external customers into the 21st Century.

Organization's Performance Standards

DISPOSALS: twelve - eighteen months
LEASES: six - twelve months
LAND ACQUISITIONS: six - twelve months

Partnership Relationship

Implementing the REE RPMB program is accomplished via a partnership consisting of Program Management, Facilities Division, other Administrative and Financial Management Divisions/Branches, Area office and location management, universities, commercial firms, and private citizens. Customer feedback and suggestions for improvement in service delivery is always welcome and encouraged. Comments and questions can be directed to the following phone number:

RPMB 301-504-1224

Periodic Review and Assessment

Feedback on the RPMB implementation of the real estate management program will be solicited on an annual basis for the purpose of determining if program delivery is being provided according to the customer standards.

All FD Customer Service Plans

Last Updated 04/28/2009