Quality in right of way is the measurement of the level of work performance of

each employee, and the project team as a group as it relates to the Quality
Standards and customer satisfaction. High levels of quality result in a project that
the Department is proud to deliver and the customer is pleased to receive.

Level of Service. Quality in delivering right of way requires a high level of

knowledge of the body of laws, regulations and procedures that control right of
way acquisition, and skill in performing specific functions (e.g., appraisal,
relocation). The skills, knowledge and abilities of right of way personnel are
critical to delivering a high level of service.