“ In order to carry out the principles of the National Performance Review, the Federal Government must be customer-driven. The standard of quality for services provided to the public shall be: Customer service equal to the best in business. For the purposes of this order, ‘‘customer’’ shall mean an individual or entity who is directly served by a department or agency. ‘‘Best in business’’ shall mean the highest quality of service delivered to customers by private organizations providing a comparable or analogous service. ”

“ Setting Customer Service Standards
Putting people first means ensuring that the Federal Government provides the highest quality service possible to the American people. Public officials must embark upon a revolution within the Federal Government to change the way it does business. ”

“ This order is for the internal management of the executive branch and does not create any right or benefit, substantive or procedural, enforceable by a party against the United States, its agencies or instrumentalities, its officers or employees, or any other person. ”