Excerpts from Administrator Blakey's speech to the Aero Club of Washington
February 20, 2003
One thing that we've heard over and over is that we need to be more consistent with our customers. You can get one answer from one FAA office or region and another from another.
So, I'm announcing today a new customer-service initiative that provides written guidance and training to all managers and supervisors in our regulation and certification offices throughout the country on applying FAA rules and policies in a standard and consistent manner. And, we want to know from our customers if we're not being consistent. We're going to let them know that they have the right to ask for review on any inspector's decision on any call that's made in the certification process ... that they can "buck it up" to first-line supervisors, field office managers, regional division managers, or even to Washington if necessary — with no fear of retribution. Information on how to do this – names, titles, and phone numbers – will be prominently displayed on the Web and in all our regional and field offices. We need your help to make this program a success.
– Administrator Blakey
