INTERNATIONAL TRADE ADMINISTRATION

Customer Service Standards

Our Purpose

The International Trade Administration (ITA) of the U.S. Department of Commerce is dedicated to helping U.S businesses compete in the global marketplace.

Our Mission

• To encourage, assist, and advocate U.S. exports

• To ensure U.S. business has equal access to foreign markets

• To enable U.S. businesses to compete against unfairly traded imports

Our Client Services

We serve a large and diverse client base ranging from highly experienced exporting firms to firms seeking their first sale overseas.

We provide services in Washington, D.C., in major export centers throughout the United States, and at our offices overseas.

In September 1993, the 19-agency Trade Promotion Coordinating Committee, chaired by Secretary of Commerce Ronald H. Brown, issued the National Export Strategy to help our customers improve their international market posture. Among the first benefits are:

• A single telephone number (1-800-USA-TRADE) to help customers get export assistance and information from all federal agency sources

• Export Assistance Centers located in major export centers throughout the country which consolidate the services of major U.S. export promotion programs in "one stop shops"

• Establishment of a U.S. Government Advocacy Center, located in the Commerce Department, to assist U.S firms to win contracts for major overseas projects

Trade Information

The U.S.Government provides trade and commercial information to assist businesses to enter foreign markets. ITA's Trade Information Center (TIC) is an information clearinghouse for the 19 federal agencies which administer international trade and export promotion programs.

The TIC counsels businesses on how to locate and use government programs and trade information. You can use a toll free number or access the National Trade Data Bank (NTDB), a comprehensive source of trade information. We will:

• Provide a 24-hour toll-free number, 1-800-USA-TRADE, for your use in requesting information

• Provide the information you seek the first time you call. If we can't provide the information you seek at the time of your call, we will let you know when to expect our response

• Offer a choice, whenever possible, of your preferred information format and method of delivery. Options may include hard copy publication, electronic format (e.g., NTDB on CD-ROM or Internet) and FAX-on-demand

• We will use your feedback to tailor our information to your needs

Trade Promotion and Exporter Services

We offer a variety of specialized products and services to help U.S. businesses compete in the global marketplace. Major examples include: personalized counseling by trade specialists and industry and country experts, to help businesses enter international markets and increase export sales; an Advocacy Center to assist U.S. firms seeking major projects/contracts worldwide; trade events to help businesses sell products in overseas markets; an agent distributor service to provide a customized overseas search for qualified agents or distributors; customized sales surveys offering an assessment of how a specific product will sell in a given foreign market ; and Matchmaker delegations to "match" U.S. firms with business contacts overseas. We will:

• Refer you to the appropriate specialist promptly and accurately

• Inform you when to expect delivery of a product or a service that you request

• Tell you immediately about any fees relating to a product or service that you request

Fair Treatment Under U.S. Trade Laws

We administer U.S.trade law to ensure U.S. firms receive fair treatment on imports and relief from unfair trading practices. Domestic industry may petition under U.S. Antidumping and Countervailing Duty (AD/CVD) Law where there is reason to believe imports are being unfairly sold. We provide information and assistance to U.S. business regarding the administration of the AD/CVD laws.

We license and regulate foreign-trade zones (customs free zones). Eligible parties may apply for a license to operate an FTZ. States and local communities use zones for economic development efforts. The FTZ Board is required to review manufacturing in zones in terms of the public interest. We will:

• Provide you with simple guidance for filing a petition or a zone application

• Provide a point of contact when you file an AD/CVD petition or a zone application. You can receive status on your filing during our business hours (8:30 a.m. - 5:00p.m.)

• Make available public case records on any AD/CVD proceeding in our Central Records Unit or provide a copy of the record at cost when you call (202) 482-1780

• Provide you with a preliminary determination on an AD/CVD petition within 120 days, barring extraordinary circumstances

Our Pledge To You

When you contact ITA, we will provide prompt and courteous service

We will seek to understand what is important to you and to meet your needs

We will strive to make our products and services equal to the best in business

We Want To Hear From You

We listen to your feedback. Our products and services are provided to help you compete in the global marketplace.

Since 1991, we have sent surveys to over 50,000 customers and have made many program improvements based on your suggestions. To ensure that our products and services meet your needs, we will:

• Survey the customers of all our major programs by the end of calendar year 1995

• Continue to listen to your suggestions and improve our service based on your feedback

• Act on your complaints

• Establish specific customer service standards based on what is important to you

• Develop a "safety net" so that you will always have a contact in ITA if you do not receive quality assistance or if you wish to make a suggestion or complaint

• Train our employees to provide quality, customer-focused assistance

• Develop measures to gauge our performance against the best in business

Let Us Know What You Want

We welcome your suggestions to improve the products and services we provide.

Since 1991 we have been gathering feedback from our customers. To date, we have used your input to make many significant changes to our products, services, and operations. If it is important to you, it is important to us.

If you are interested in additional information about ITA's customer service program, please contact:

Ed Meyer 
U.S. Department of Commerce 
International Trade Administration, Room 4001 
14th St. and Constitution Ave. N.W.,
Washington, D.C. 20230  
Phone (202) 482-5436. Fax: (202) 482-4066. 
Internet E-Mail: emeyer@doc.gov. 

Please complete the form below, attach your suggestions and comments, and send them to the above address.

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