Customer Service Plan


Start: 2011-10-24, Publication: 2012-04-30


This plan meets the requirements of Executive Order 13571, Streamlining Service Delivery and Improving Customer Service. It provides a roadmap for how HUD and its roughly 9,600 employees will better serve its customers in order to achieve HUD’s five strategic goals, which are to:. 1. Strengthen the Nation’s housing market to bolster the economy and protect consumers, 2. Meet the need for quality affordable rental homes, 3. Utilize housing as a platform for improving quality of life, 4. Build inclusive and sustainable communities free from discrimination, and 5. Transform the way HUD does business.

In particular, this customer service plan ties closely to efforts around Goal 5 of HUD’s Strategic Plan. Throughout the year, HUD will track and measure progress on the initiatives and services outlined in this document through quarterly HUDStat meetings. HUD has created tracking measures to follow the progress of activities to reduce public housing authority reporting burden and has developed metrics to reporting on the timeliness of issuances of Notices of Funding Availability. Its signature customer service initiative, HUD Ideas in Action, contains a regular forum to allow employees to submit ideas designed to achieve Goal 5, Transform the Way HUD Does Business.


Name:Owen Ambur


Name:U.S. Department of Housing and Urban Development


Since its first official day of operation in 1965, HUD’s programs have evolved to meet the changing needs of the nation. Today, the Department comprises the following major program areas:


  • Shaun DonovanSecretary

  • Office of Community Planning and DevelopmentThe Office of Community Planning and Development (CPD) seeks to develop viable communities by promoting integrated approaches that provide decent housing, a suitable living environment, and expanded economic opportunities for low and moderate income persons. To accomplish these goals, CPD develops partnerships among all levels of government and the private sector, including for-profit and non-profit organizations.

  • Office of Fair Housing and Equal OpportunityThe Office of Fair Housing and Equal Opportunity (FHEO) administers Federal laws and establishes national policies that make sure all Americans have equal access to the housing of their choice. FHEO does this by implementing and enforcing civil rights laws, including Title VI of the Civil Rights Act of 1964, and by proactively working with private industry, and fair-housing and community advocates.

  • Office of Field Policy and ManagementThe Office of Field Policy and Management (FPM) provides direction and oversight for HUD’s Regional and Field Office Directors. It communicates priorities and policies of the Secretary to these managers, and ensures the effective pursuit of the Department’s broader initiatives. In addition, FPM ensures that program impacts and customer service at the local level are assessed, and also provides operational feedback to HUD’s central leadership.

  • Ginnie MaeGinnie Mae provides guarantees on mortgage-backed securities backed by federally insured or guaranteed loans, mainly loans issued by the Federal Housing Administration, the Department of Veterans Affairs, the Department of Agriculture’s Rural Housing Service, and HUD’s Office of Public and Indian Housing. Ginnie Mae securities are the only mortgage-backed securities that are guaranteed by the United States government, and it plays a vital role in channeling capital into the nation's housing markets.

  • Office of Healthy Homes and Lead Hazard ControlThe Office of Healthy Homes and Lead Hazard Control (OHHLHC) was established to eliminate lead-based paint hazards and to address other housing-related health risks. One of OHHLHC’s main initiatives is providing funding to state and local governments to develop cost-effective ways of reducing the health problems associated with lead-based paint. In addition, the office provides public outreach and technical assistance, and conducts technical studies to help protect children and their families from health and safety hazards in the home.

  • Office of HousingThe Office of Housing provides vital public services through its nationally administered programs and the control it exerts over the housing industry. One of the office’s primary responsibilities is overseeing the Federal Housing Administration (FHA), the largest mortgage insurer in the world. The office also provides mortgage insurance to facilitate the construction of single and multifamily housing.

  • Office of Policy Development and Research (PD & R)PD&R's primary function is to support HUD's mission and the policy agenda of the Secretary. PD&R performs policy analysis, research, surveys, and evaluations to help important stakeholders make informed decisions on about the Department’s policies, programs, and proposals. PD&R also assists in the oversight of government-sponsored enterprises (GSEs) Fannie Mae and Freddie Mac, provides data support for HUD’s ongoing operations, and builds partnerships with universities and other private institutions.

  • Office of Public and Indian HousingThe role of the Office of Public and Indian Housing is to ensure safe, decent, and affordable housing; create opportunities for residents' self-sufficiency and economic independence; and assure fiscal integrity by all program participants.

  • Office of Sustainable Housing and CommunitiesThe mission of the Office of Sustainable Housing and Communities is to create sustainable communities by connecting housing to jobs, fostering local innovation, and helping to build a more energy efficient economy. The office continues to coordinate Federal housing and transportation investments in order to reduce transportation costs, improve housing affordability, and increase access to employment opportunities. In addition, the office works with Federal agencies, states, local communities, and industry partners to catalyze innovation and reduce energy consumption in the residential sector.