To ensure high standards of service at lower costs, FHWA has undertaken many quality and streamlining initiatives.

National Quality Initiative We are partnering with the public and private sectors to focus national attention and guide future efforts on quality in the highway industry, and the quality of the constructed highway. Quality Council & Quality Journey We have established the FHWA Executive Quality Council to provide agency leadership and emphasis to quality improvements and performance measurement initiatives. The Quality Journey is an agency approach and an all-out employee commitment to promote greater understanding and adoption of quality improvement principles and practices.

Customer Service Standards We have established standards that meet the intent of the White House Executive Order 12862 that dictates that our standards of quality are "... equal to the best in business." These standards are contained herein and in the customer service brochures for the Federal-Aid and Federal Lands Highway programs, and for the Metropolitan Transportation Planning Process. We will continuously review the standards to ensure they, in fact, measure up to best practices and serve the needs of our customers.

Performance Measures & Customer Satisfaction

We are developing quality measures by getting information from customers on their expectations, requirements, and definitions of quality. We will solicit customer feedback through customer satisfaction surveys, ongoing communication, and assessments to continuously improve our programs and services.

Leaner, Streamlined Organization We have restructured to eliminate unnecessary layers of management. We reorganized around core business processes, using teams, sharing resources, and putting more employees in positions of direct service to our partners and customers. Information Management and Technology We are actively using the Internet and other data networks to give the public easy, user-friendly access to FHWA information. We have also established electronic links with our partners to exchange information and to support streamlined business processes.

Strategic Planning

The FHWA has had an agency-wide strategic planning process in place for a number of years. In keeping with the Government Performance and Results Act, we continue to think strategically about our programs, and are making the transition to looking at ultimate outcomes of our actions rather than the actions themselves. This transition to outcome-based performance measurement is being done in conjunction with our partners.

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