The RRB of the future will continue to be customer-focused, quality-driven, and
fiscally responsible. Our overall mission and responsibilities as a Federal
agency will remain unchanged, even though our organization may be smaller in
terms of staff and budget resources. We will use creativity, automation and
innovation to continue to deliver best-in-class service while ensuring
cost-effective, efficient operations.
Our customers will have a broad range of choices for conducting their
business with the agency, including more Internet options that will allow for
private, secure transactions from the customer's home at any time of the day.
Railroad employers will be able to conduct most, if not all, of their routine
transactions with the RRB through secure and efficient electronic systems.
Direct customer feedback will shape our planning efforts and enhance our
responsiveness. Our customer service levels will serve as a standard of
excellence for the rest of the Federal community.
The agency's internal culture will reflect a strong commitment to its
employees, and a drive to ensure continual learning at all levels. Given the
large percentage of employees who will be eligible for retirement, senior
employees will engage in knowledge transfer and sharing as a top priority.
Our ultimate measure of success will be the sustained satisfaction level of
our customers and our ability to respond to their needs and concerns.