Client Management

1. Client Management Dawn Hughes-Morris, ChiefClient Management BranchGovernment Employees Services Division

2. Agenda • Customer Advocacy Support • Customer Service Improvement Initiatives • NFC and Customer Relations Visits • CAPPS and User Groups • Communications • HR Assessment

3. Customer Advocacy Support • Champions and reinforces organizational and cultural change within the National Finance Center (NFC)with a focus of improving customer service HR Assessments Project ReviewTeam CustomerBoard Communications CMB CAPPS/UserGroups Visits Escalated Issues Customer Service Improvement Initiatives

4. Customer Advocacy Support • Each Department/Agency is assigned a CMB Dedicated Customer Service Representative (DCSR) to work directly with to resolve unique inquiries • DCSR maintains liaisons with Department/Agency level customer liaison on escalated issues through resolution – “When All Else Fails” • DCSR is the voice for the customers with internal NFC organizations

5. Customer Advocacy Support

6. Advocacy Support • Through efforts with the GESD Project Control Office (PCO), several customer service improvement reports were developed • Software Change Requests (SCRs) • Software Problem Reports (SPRs) • Through the analysis of available metrics and through the solicitation of client feedback, CMB utilizes various NFC reports and other data as triggers to innovate solutions to improve customer service at all levels of NFC

7. Customer Service Improvement Initiatives • CMB provides biweekly Software Change Requests (SCR’s) Scheduled and Unscheduled Projects to all CAPPS members GESD Software Change Request Scheduled Projects Report Community Community Agency Specific Community = CAPPS Agency-Specific = Unique Agency Business Requirements Legislative = User Groups Legislative

8. Customer Service Improvement Initiatives • CMB provides biweekly Software Problem Reports (SPR’s) Open and Closed to all CAPPS members Open and Closed SPR Reports

9. Customer Service Improvement Initiatives • Customer Improvement Initiative - Software Problem Report Priority Codes Customer Improvement Initiative - Software Problem ReportPriority Codes Chart

10. NFC and Customer Relations Visits To: Dawn Hughes-Morris Dawn McGowan Jerry Lohfink John White "We’ve been visiting NFC for a number of years, but this has been our absolute best visit." Our hats off to the entire team for a job well done: Sandie Mikell, Sandra Wilkerson, Kim Geraci and Tracey Hoolahan. Purcell Clark andBettina Ponsart • Established NFC Visitor’sGuide to restructure theprocedures for requesting visitsto NFC. The guide is located onthe NFC homepage at:www.nfc.usda.gov • Major improvements – NFC Visits • Advanced discussions withcustomers • Instituted internal pre-meetingwith appropriate NFC staffmembers

11. NFC and Customer Relations Visits • Major improvements – NFC visits (cont’d.) • Established action plans to focus on issues to ensure resolution • Established lessons learned session following meetings with customers • Request to visit NFC should be submitted in writing to Customer.Support@usda.gov • Conducts customer relations visits to meet with high-level contacts within the client agencies to participate in long range planning for the purpose of coordinating client agency and NFC initiatives

12. CAPPS and User Groups • In order to better serve our customers, NFC restructured the user groups to provide reliable and cost effective systems and services, and allow more customer input into NFC’s future direction • Represents NFC on various customer committees such as the Committee for the Agriculture Payroll/Personnel System (CAPPS), various User Groups, and other groups initiated by the Customer Board such as the Project Review Team (PRT)

13. CAPPS and User Groups Reports Training initiated through the User Groups

14. CAPPS and User Groups • Established a training course on reports based upon customer feedback which includes: • National Finance Center Overview • Reporting Center Reports • Payroll/Personnel Reports (DISPATCH) • Remote Forms Queuing Systems (RFQS) Reports • CULPRPT Reports • FOCUS • Will be added to the NFC training catalog • The catalog is located on the NFC homepage at: www.nfc.usda.gov

15. Communications To: DAWN HUGHES-MORRISSubject: RE: NFC - Who To Call For Assistance - Communications Plan - Draft - Official Launch Date - 10/9/09 Dawn, This is just what Dept of Labor needs! Thank you for listening to your customers.    Deborah Dudley • Responsible for providing Payroll/Personnel and EmpowHR metric oriented communications to customers • Communicates to NFC clients the ongoing initiative related to NFC’s Customer Service Improvement Program • NFC Communications Plan • Revamped “Who to Call” • Email subscription service • EmpowHR highlights

16. HR Assessment • Conduct a comprehensive HR Assessment service to Payroll/Personnel users to evaluate the operational environment, workflow, and processing effectiveness • Provide a detailed analysis of current processing environment, procedures, and provide specific recommendations or modifications to increase productivity and improve efficiency • Plan, coordinate, and conduct periodic evaluation surveys of NFC’s core customer services

17. Client Management We are here to serve you!