Tue, Sep 16, 2003
FAA Launches Much-Needed Customer Service Initiative
The FAA Office of
Regulation and Certification has kicked off a new initiative to
treat the pilots it deals with more like customers. It affects
everything from medical issues to pilot deviations to field
approvals and supplemental type certificates (STCs) — every
single aspect of aviation that a flight standards district office
(FSDO) would deal with. And if it works, it couldn't come at a
better time.
AOPA tells us that, "Until now, the pilot has often been viewed
as little more than an attachment to a submitted government form,"
said AOPA Director of Regulatory and Certification Affairs Luis
Gutierrez. "AOPA is hopeful that the new initiative will lead to
more consistency and fairness in applying FAA regulations."
The Office of Regulation and Certification initiative is
intended to provide earlier resolution of disagreements, better
documentation of decisions, and more accountability by FAA
employees for the decisions they make.
What that means to pilots and aircraft owners is that they now
have the right to ask for a review of any inspector's decision made
in the regulatory or certification process, without fear of
retribution. When a GA pilot or aircraft owner questions or
disputes an action, FAA managers are expected to thoroughly review
the matter and be accountable for the answers they provide. The FAA
intends to prominently display information on requesting a review
in all FAA regional and field offices.
What the FAA promises
customers:
- Service that promotes a safe, secure, and efficient aviation
system
- Considerate, respectful, and professional service
- Clear explanation of the requirements, alternatives and
possible outcomes associated with their inquiry or request
- Timely and complete responses to inquiries and requests
- Clear explanation of FAA decisions
- An environment where FAA decisions can be questioned or
challenged without fear of retribution
- Fair and careful consideration of their issue
- Clear guidance on elevating concerns to the next higher level
of FAA authority
What the FAA asks in return:
- Understand that FAA's first priority is safety
- Display the same level of professionalism they expect from the
FAA
- Provide all pertinent information in a timely manner
- Use the FAA's established "chain of command" to elevate
concerns
"While this sounds good in principle, changing culture requires
more than a new program. Fear of retribution remains very real in
the minds of many pilots, mechanics, and avionics installers," said
Gutierrez. "Changing that perception will require a determined
effort by the FAA. The attitude and the organization's culture must
recognize that the FAA exists because of the pilot, not the other
way around."
The FAA will judge the success of the initiative by the federal
government's Customer Satisfaction Index Survey. AOPA notes that it
will judge its success by the association's experiences as the
owner of three aircraft and workday home of scores of GA pilots,
and by what members say about their experiences in dealing with
FSDOs.
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