Streamlining Service Delivery and Improving Customer Service

In issuing Executive Order (EO) 13571, "Streamlining Service Delivery and Improving Customer Service," dated April 27, 2011, President Obama stated that, "with advances in technology and service delivery systems…, the public's expectations of the Government have continued to rise," and the Government "must keep pace with and even exceed those expectations." In addition, the President made clear that the Government "must also address the need to improve its services, not only to individuals, but also to private and Governmental entities to which the agency directly provides significant services." Toward that end, the related guidance from the Office of Management and Budget (OMB) instructed Federal agencies (among other things) to publish a plan to identify steps for implementing the customer service enhancements outlined in EO 13571, including a "signature initiative" to use innovative technology to improve the customer experience.

In support of our regulatory mission, the U.S. Nuclear Regulatory Commission (NRC) most frequently interacts with licensees, industry groups, other Federal and State government entities, and the public. Some of these groups (licensees for example) do not fit the traditional definition of a "customer." Nonetheless, consistent with the basic intent of EO 13571, the NRC Customer Service Plan describes several initiatives we've undertaken to streamline our interactions and transactions with each of these key stakeholder groups. In particular, we are focusing on enhancing licensing operations, critical interactions with licensees, and public access to regulatory documents.

The NRC's Signature Initiative is to "Enable Online Licensing for Radioactive Material License Applications." 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.

Our plan also encompasses the following customer service enhancements:

• Facilitate Criminal History Background Checks.
• Increase Public Engagement Through Improved Information Access (using Quick Response codes and smartphone technology).
• Improve the User Experience with the Electronic Hearing Docket (through which the NRC provides access to docket materials related to High Level Waste and Reactors, Materials, and Other Hearings).
• Improve Customer Service by the NRC Public Document Room (using a Web-based tool to solicit customer feedback).