COMDTINST 16742.1
MAR 24 1999
needed, and provide a basis for redistribution of workload resources, if appropriate.
The NMC point of contact is Mr. Stewart Walker at 703-235-8451 or
3.
DIRECTIVES AFFECTED. None.
4.
DISCUSSION.
a.
Many comments are received from the marine industry about the performance of the
Regional Examination Centers in processing requests for information or applications
for issuance of mariner's credentials. These comments frequently deal with the length
of time it takes an REC to issue a license or document and often compare the
processing times of one REC against the times of another REC. This instruction sets
forth the service standards for customer service for which an REC should strive.
These service standards provide guidance to the public about the level of service that
they should expect from the RECs.
b.
National service standards for the processing of transactions related to the issuance of
mariner's credentials do not exist currently. Each REC developed individual measures
that were governed by many factors, and each strove to provide the best possible
service. Lacking national service standards, there is nothing against which the REC
can measure the timeliness of its operations. In addition, the RECs' customers should
be able to have an understanding of the time that will be required to respond to their
requests. Timely processing of mariner's application and issuance of the appropriate
credential is an essential element in providing effective and efficient service to
mariners.
c.
After lengthy discussion at their annual conference, the Chiefs of the RECs proposed
standards for the services they provide. Their recommendations along with input from
other internal and external sources were given full consideration in the development of
the final service standards contained in this instruction.
d.
These service standards do not justify incomplete processing of application or
issuance of credentials without thoroughly reviewing a file and, if necessary and
appropriate, investigating into the background, sea service or medical condition of the
applicant. Adherence to the service standards is not desired when adherence
compromises the quality of work.
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