Streamlining Service Delivery and Improving Customer Service

Are you a customer of the NRC? We frequently interact with licensees, industry groups, other federal agencies, states and the general public. Some of these groups (licensees for example) do not fit the traditional definition of a “customer.”

Nonetheless, consistent with the basic intent of Executive Order (EO) 13571, “Streamlining Service Delivery and Improving Customer Service,” dated April 27, 2011, and subsequent guidance from the Office of Management and Budget (OMB), the NRC has developed a Customer Service Plan.

The plan, posted at our website this week, describes several initiatives we’ve undertaken to streamline our interactions and transactions with key stakeholder groups. In particular, we are focusing on enhancing licensing operations and critical interactions with licensees, and public access to regulatory documents.

As part of its guidance, OMB asked each agency to include in its plan three to five key customer service areas and to include a “signature initiative” demonstrating the use of technology to improve the customer experience.

The NRC chose online licensing for radioactive material license applications as its signature initiative. Under this initiative, our web-based licensing system will provide an online platform for individuals and organizations to apply for a new license, renew a license, or amend an existing license for the use of radioactive materials. It will also provide an opportunity for Agreement States to use the same licensing platform.

Additionally, the system will provide a current, nationwide repository for official radioactive materials licenses that will provide an authoritative source that federal and state regulatory agencies can use to verify the validity of a license.

Our plan also

• Streamlines the process for criminal history background checks

• Increases public engagement through improved information access using quick response codes and smartphone technology.

• Makes it easier for hearing participants to use our electronic hearing docket (through which the NRC provides access to docket materials related to High Level Waste and Reactors, Materials, and Other Hearings).

• Improves customer service with a new Web-based tool to solicit customer feedback about the NRC Public Document Room.

We hope you’ll take the time to read out plan. We welcome your comments on our planned initiatives and any other ideas you may have for streamlining and improving the way we interact with our stakeholders.

Francine F. Goldberg
Co-Chair, Open Government Advisory Group