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Special General Memorandum 02-01

SGM No. 02-01
FEB 12, 2002
TO: All Headquarters Employees

FROM: Director

SUBJECT: Voice Mail Use

Our commitment to serve the public and stakeholders in Indian health has contributed to an Indian Health Service (IHS) Headquarters image of professionalism and responsiveness.  An important aspect of serving American Indian and Alaska Native people, the Congress, Tribal Leaders, and each other is the personal touch we add individually to customer service.  We demonstrate customer service in many ways, but one of the most appreciated is when telephones are answered by a person during business hours (8 a.m. to 5 p.m.).

Effective immediately, to better serve our customers, both internal and external, all telephones are to be answered by a staff person during business hour.  Voice mail should be used only on an emergency basis.  The caller should always be given the option of leaving a message with a staff person instead of a voice mail message.

I believe this policy will help us to continue to be more responsive and efficient in carrying out our daily functions.

This policy is effective immediately.  Thank you for your continued cooperation in improving Headquarters operations.

/Michael H. Trujillo, M.D./
Michael H. Trujillo, M.D., M.P.H., M.S.
Assistant Surgeon General

Refer to:  OMS/OD