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    At the Federal Highway Administration (FHWA), we strive every day to improve transportation for a strong America. Our top priorities are to make transportation safer and more secure, to reduce traffic congestion, and to preserve the environment. We understand that our customers and partners have expectations, standards, and performance requirements when they do business with FHWA, and we respond by delivering products and services that meet the needs of our customers and partners efficiently and cost-effectively. The satisfaction of the American public and our partners is a critical component and measure of our success. This pamphlet describes our commitment to you and brings together the customer service plans of FHWA's Federal-aid and Federal Lands programs. It describes our programs, services, and standards featuring examples of current initiatives that will provide higher quality services and products at the lowest possible cost. We promise to always seek your input, which will enable us to evaluate our programs and projects, revise our Federal role and policies, streamline our processes, find new approaches to old challenges, and enhance the quality of our services. Please let us know how we are doing. Together, we can ensure that our transportation system is safer for all Americans, that our transportation programs operate smarter, and that our program implementation are simpler.
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