(1) Whether her (a) department and (b) any of its entities have quality standards for customer support offices with regard to (i) minimum turnaround time for responses to (aa) correspondence and (bb) emails received and (ii) telephonic services such as the maximum time to answer calls; if not, why not, in each case; if so, what are the relevant details, in each case; (2) whether her department has conducted any (a) studies and (b) auditing on the quality and levels of service rendered by the customer service offices of her (i) department and (ii) any of its entities; if not, why not, in each case; if so, what are the findings in each case?