Customer Service and Program Evaluation 
In an effort to provide quality service, ADC program 
managers decided to ask ADC’s technical assistance 
customers about their expectations for service delivery. In 
November 1995, officials from APHIS’ Policy and Program 
Development staff surveyed recipients of ADC’s technical 
assistance to determine their level of satisfaction. More 
than 2,000 customer surveys were mailed. Results from the 
surveys returned were very positive: 
* 87.2 percent of clients said they were satisfied with ADC 
services. 
* 95.6 percent stated that they received courteous service 
from ADC. 
* 93.4 percent said the information provided by ADC was 
understandable. 
* 92.8 percent stated that the equipment provided was in 
good working order. 
¢ 75 percent said that the information and/or equipment 
provided to them was effective in resolving their wildlife 
problem. 
Awards and Public Recognition 
During FY 1996, several ADC employees received awards 
or other recognition from cooperators and stakeholders. 
« In December 1995, the general manager of airport 
operations at Chicago’s O’Hare International Airport 
presented Mark Jensen, ADC wildlife biologist, with a 
certificate of appreciation recognizing his efforts, as well as 
those of the entire ADC Illinois staff, in reducing threats 
caused by many species of wildlife at the airport. In addition 
to Jensen, the ADC staff in Illinois involved in this project 
were Andy Montoney, Todd Grimm, and Kirk Gustad. 
« In May, the group manager at the Department of Energy’s 
Argonne National Laboratory facility in Chicago recognized 
the efforts of 11 ADC employees for helping to reduce deer— 
vehicle safety hazards and improve environmental 
conditions at the facility. The Department of Energy 
estimated that at least $175,000 in savings occurred as a 
result of this project because of fewer deer-vehicle collisions 
and reduced damage to ornamental shrubs and trees. 
Recognized employees included Ed Hartin, Mark Jensen, 
Todd Grimm, Kirk Gustad, Kevin Sullivan, Scott Beckerman, 
Dan McMurtry, Andy Montoney, Maury Bedford, Brenda 
Scott, and Barbara Mariott. 
¢ In July, Charles L. Gray, wildlife specialist with the ADC 
program in North Carolina, received the “Trapper of the Year 
East Award” from the National Trapper Association. Gray 
was recognized for his outstanding contributions to wildlife 
management and conservation. 
¢ In August, USDA Assistant Secretary of Marketing and 
Regulatory Programs Mike Dunn presented eight ADC 
employees with the National Performance Review's 
“Hammer Award” for their efforts to reinvent ADC’s system 
to bill cooperators for their services. The new system has 
reduced the payment time from 4 months to as little as 
3 days, and in salaries alone, the cost savings from this 
improvement amount to $90,000 annually. Recognized 
employees included Diana Rangel, western regional 
administrative officer; Kay Johnson, eastern regional 
administrative officer; Mariette Amundson, budget analyst, 
Wisconsin; Patricia Poteete, budget analyst, Tennessee; 
Virginia Broyles, budget analyst, California; Cindy Carney, 
budget analyst, Washington; Maggie Rayls, budget analyst, 
Oregon; and Jeanne Swick, budget analyst, Montana. 
ADC Program Highlights, 199617 
