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CUSTOMER SERVICE. LEVEL I PIP MALORES PRIDGEON JANUARY 10, 2003. CUSTOMER SERVICE. AGENDA OBJECTIVE REVIEW NATIONAL PARTNERSHIP FOR REINVENTING GOVERNMENT (NPR) EXECUTIVE ORDER OVERVIEW RESPONSIBLE AGENCY FOR IMPLEMENTATION OF EO 12862 ISO 9001 VISION STATEMENT SUMMARY LESSONS LEARNED

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CUSTOMER SERVICE

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CUSTOMER SERVICE

LEVEL I PIP

MALORES PRIDGEON

JANUARY 10, 2003


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CUSTOMER SERVICE

AGENDA

  • OBJECTIVE

  • REVIEW

    • NATIONAL PARTNERSHIP FOR REINVENTING GOVERNMENT (NPR)

    • EXECUTIVE ORDER OVERVIEW

    • RESPONSIBLE AGENCY FOR IMPLEMENTATION OF EO 12862

    • ISO 9001 VISION STATEMENT

    • SUMMARY

    • LESSONS LEARNED

    • RECOMMENDATION


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CUSTOMER SERVICE

OBJECTIVE

  • INFORM AND EDUCATE MY COWORKERS, PEERS, AND THE GODDARD COMMUNITY OF THE EXECUTIVE ORDER 12862--SETTING CUSTOMER SERVICE STANDARDS.


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REVIEW

  • NATIONAL PERFORMANCE REVIEW

    • NATIONAL PARTNERSHIP FOR REINVENTING GOVERNMENT ACCOMPLISHMENTS - - 1993-2000

    • AFTER THE FIRST CLINTON/GORE TERM, TO DATE NEARLY TWO-THIRDS OF THE CHANGES HAVE BEEN MADE.

    • IN THE SECOND TERM, THEY BEGAN TO FOCUS ON TRANSFORMING CULTURE IN MAJOR AGENCIES WITH THE MOST PUBLIC CONTACT TO BE MORE RESULTS-ORIENTED, PERFORMANCE-BASED, AND CUSTOMER –FOCUSED.


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MAJOR ACCOMPLISHMENTS INCLUDED:

  • ENDING BIG GOVERNMENT!!

    • THERE WAS A MAJOR REDUCTION OF 426,000 POSITIONS IN THE FEDERAL CIVILIAN WORKFORCE BETWEEN JANUARY 1993 AND SEPTEMBER 2000.

    • IMPLEMENTING THE NPR’s RECOMMENDATIONS RESULTED IN A FEDERAL GOVERNMENT SAVINGS OF MORE THAN $136 BILLION.


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  • ENDING BIG GOVERNMENT--cont’d

    • PROCUREMENT REFORM LED TO THE EXPANDED USE OF CREDIT CARDS FOR SMALL PURCHASES, SAVING THE FEDERAL GOVERNMENT OF APPROXIMATELY $250 MILLION.

      • IN 1990, LESS THAN 20,000 EMPLOYEES WERE ISSUED GOVERNMENT CREDIT CARDS

      • FY 2000, 670, 374 CREDIT CARDS WERE ISSUED

      • TO DATE NASA HAS ISSUED AN OVERALL TOTAL OF 724 CREDIT CARDS

      • SMALL BUSINESSES WERE ABLE TO CAPTIALIZE, AND EXPAND THEIR BUSINESSES BECAUSE THE GOVERNMENT WAS ABLE TO DECREASE THE TURNAROUND ACQUISITION CYCLES FROM 18-36 MONTH CYCLES TO 30-DAY CYCLES.

      • GOVERNMENT CREDIT CARDS WERE ALSO USED EXTENSIVELY THROUGHOUT THE FEDERAL GOVERNMENT FOR LONG DISTANCE TELEPHONE CALLING CARDS AND TRAVEL CREDIT CARDS.


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CHANGING THE GOVERNMENT TO BE MORE RESULTS-AND PERFORMANCE-ORIENTED

  • THE FIRST ANNUAL AGENCY PERFORMANCE REPORTS WERE DEVELOPED UNDER THE RESULTS ACT OF 1993

  • TO DATE GAO REPORTS ON AGENCIES PERFORMANCE REPORTS AND PERFORMANCE PLANS.

  • CROSS AGENCY PARTNERSHIPS WERE ESTABLISHED


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SERVING PEOPLE BETTER

  • THE EXPANDED USE OF INTERNET GATEWAY SITES WERE INITIATED THAT ALLOWED ONE-STOP TRANSACTIONS FOR MORE THAN 1,000 ON-LINE FORMS.


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SERVING PEOPLE BETTER - - cont’d

  • AGENCIES WERE ENCOURAGED TO HAVE PUBLIC CONVERSATIONS WITH AMERICA TO LEARN FIRST-HAND THE NEEDS OF THEIR CUSTOMERS. THIS RESULTED IN HUNDREDS OF TOWN HALL MEETINGS.


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SERVING PEOPLE BETTER - - cont’d

  • AS PART OF THE WELFARE REFORM ACT OF 1996, FEDERAL AGENCIES WERE CHARGED WITH SETTING AN EXAMPLE BY HIRING WELFARE RECIPIENTS.

  • THIS INITIATIVE ALSO DECREASED THE HEAVY BURDEN OF INCREASED TAX DOLLARS TO TAXPAYERS.


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TRANSFORMING ACCESS TO GOVERNMENT THROUGH TECHNOLOGY

  • FIRST GOV, A ONE-STOP WEBSITE (www.firstgov.gov) WAS CREATED FOR GOVERNMENT INFORMATION, TRANSACTIONS, PROGRAM RESULTS, AND E-MAIL FEEDBACK TO PUBLIC OFFICIALS.

  • THE CREATION OF KIOSKS OFFERING TOUCH SCREENS FOR ONE-STOP SERVICES.


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MAKING THE FEDERAL GOVERNMENT A BETTER PLACE TO WORK—cont’d

  • MORE THAN 68,000 FEDERAL GOVERNMENT EMPLOYEES RECEIVED VICE PRESIDENT GORE’S HAMMER AWARD, FOR IMPROVING GOVERNMENT OPERATIONS, THAT RESULTED IN MORE EFFICIENT AND EFFECTIVE EXPENDITURES OF OVER $53 BILLION.


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MAKING THE FEDERAL GOVERNMENT A BETTER PLACE TO WORK - -cont’d

  • ANTIQUATED PROCEDURES WERE ALSO STREAMLINED, SUCH AS SIGN-IN SHEETS AND TIME CARDS.

  • 65% OF EMPLOYEES RATED THE FEDERAL GOVERNMENT AS A FAMILY-FRIENDLY WORKPLACE BECAUSE EXPANDED INITIATIVES WERE CREATED TO PROVIDE A MORE FAMILY-FRIENDLY ENVIRONMENT.

    • TELECOMMUTING

    • FAMILY LEAVE PROGRAMS

    • AWS AND FWS (SCHEDULES)


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MAKING THE FEDERAL GOVERNMENT A BETTER PLACE TO WORK - -cont’d

  • GOVERNMENT-WIDE EMPLOYEES SURVEYED BETWEEN 1998- 2000, PROVED THAT OVERALL EMPLOYEES FELT MORE SATISFIED WITH THEIR JOBS BECAUSE OF STANDARDS SET FORTH IN THE NPR.


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EXECUTIVE ORDER--12862

  • AS A RESULT OF THE NPR PRESIDENT CLINTON ISSUED EXECUTIVE ORDER (EO) 12862 ON SEPTEMBER 11, 1993.

  • THE EO TASKED ALL OF THE FEDERAL GOVERNMENT TO BE MORE CUSTOMER-DRIVEN.

  • THE ORDER STATED THAT BY PUTTING PEOPLE FIRST MEANT ENSURING THAT THE FEDERAL GOVERNMENT PROVIDED THE HIGHEST QUALITY SERVICE POSSIBLE TO THE AMERICAN PEOPLE.


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CUSTOMER SERVICE STANDARDS

  • IDENTIFY THE CUSTOMERS WHO SHOULD BE, SERVED BY THE AGENCY;

    NASA HEADQUARTERS PROGRAMS/PROJECTS OFFICES, CODE 100—OFFICE OF THE DIRECTOR,

    CODE 200– OFFICE OF MANAGEMENT OPERATIONS

    CODE 300—OFFICE OF SYSTEMS AND SAFETY & MISSION ASSURANCE

    CODE 400—FLIGHT PROGRAMS AND PROJECTS DIRECTORATE

    CODE 500—APPLIED ENGINEERING AND TECHNOLOGY DIRECTORATE

    CODE 600—SPACE SCIENCES DIRECTORATE

    CODE 800—SUBORBITAL & PROJECTS DIRECTORATE/WFF

    CODE 900—EARTH SCIENCES DIRECTORATE


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CUSTOMER SERVICE STANDARDS –cont’d

  • PROVIDE CUSTOMERS WITH CHOICES IN BOTH THE SOURCES OF SERVICE AND THE MEANS OF DELIVERY;

  • MAKE INFORMATION, SERVICES, AND COMPLAINT SYSTEMS EASILY ACCESSIBLE .


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CUSTOMER SERVICE STANDARDS –cont’d

  • SURVEY CUSTOMERS TO DETERMINE THE KIND AND QUALITY OF SERVICES THEY WANT AND THEIR LEVEL OF SATISFACTION WITH EXISTING SERVICES;

  • PROVIDE A MEANS TO ADDRESS CUSTOMER COMPLAINTS.


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CUSTOMER SERVICE STANDARDS - -cont’d

  • POST SERVICE STANDARDS AND MEASURE RESULTS AGAINST THEM;

    • SECTION 1 OF THE GSFC EMPLOYEE PERFORMANCE COUMMNICATION SYSTEM (EPCS) HAS INCLUDED THE FOLLOWING VALUES ARE PART OF THE EMPLOYEES PERFORMANCE ELEMENTS: QUALITY OF WORK, TIMELINESS, CUSTOMER SERVICE, COMMUNICATION, TEAMWORK, CREATIVITY, AGILITY, INTEGRITY, AND RESPECT.


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ISO 9001 VISION STATEMENT

  • GODDARD’S QUALITY MANAGEMENT SYSTEM ISO 9001 POLICY INSURES THAT GSFC IS COMMITTED TO MEETING OR EXCEEDING OUR CUSTOMER’S REQUIREMENTS AND TO ACHIEVE EXCELLENCE IN ALL OF OUR EFFORTS.


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QUALITY SERVICES MY ORGANIZATION PROVIDES:

  • ANNUAL SMALL BUSINESS CONFERENCE

  • ANNUAL SCIENCE FORUM

  • ONE-ON-ONE COUNSELING TO SMALL BUSINESSES AND VENDORS

  • INFORMATIONAL PACKETS- -PROCUREMENT AND SMALL BUSINESS ADMINISTRATION (SBA) WEBSITES

  • NASA ACQUISITION INTERNET SERVICE (NAIS)

  • FOIA REQUESTS

  • SUPPORT OUR PROCUREMENT CUSTOMERS BY REVIEWING PROCUREMENT PACKAGES FOR SET-ASIDES AND PROCUREMENT PLANS


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TELEPHONE REPORT

  • ONE OF THE WAYS THAT I HAVE IMPLEMENTED QUALITY CUSTOMER SERVICE FOR MY ORGANIZATION IS THE DESIGNING OF TELEPHONE REPORT.

  • THIS REPORT TRACKS EVERY TELEPHONE CALL MADE TO THE INDUSTRY ASSISTANCE OFFICE. IT IS ALSO A MEANS TO VALIDATE THAT RETURN CALLS ARE MADE PROMPTLY.


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RESPONSIBLE EXECUTING OFFICE

  • NASA’S COPY OF THE EXECUTIVE ORDER 12862 SETTING CUSTOMER SERVICE STANDARDS IS THE RESPONSIBILITY OF CODE J, THE OFFICE OF MANAGEMENT SYSTEMS. YOU MAY VIEW THE EO AT: http://nodis3.gsfc.nasa.gov/library/displayEO.cfm?id=EO_12862_

  • TO TRACK CUSTOMER SERVICE SATISFACTION IN USING THE DIRECTIVES MANAGEMENT SYSTEM, CODE J HAS DEVELOPED AN INTERNAL SURVEY FOR ALL THE NASA CENTER’S. YOU MAY VIEW THE SURVEY AT: http://nodis-dms.gsfc.nasa.gov/dir_homepage/Presentations.html.

    **The results of the survey may be viewed at: http://nodis3.gsfc.nasa.gov/dmscs_survey/survey_report.cfm.


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SUMMARY

  • EACH CENTER MUST ADHERE TO THE EXECUTIVE ORDER—12862

  • CONTINUE TO SURVEY INTERNAL AND EXTERNAL CUSTOMERS

  • CODE J IS RESPONSIBLE FOR THE OVERALL AGENCY IMPLEMENTATION OF EO 12862

  • MEET AND EXCEED OUR CUSTOMERS EXPECTATIONS WHEN PROVIDING THEM WITH A SERVICE


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LESSONS LEARNED

  • SURVEY YOUR CUSTOMERS TO ASSURE CUSTOMER SATISFACTION!!

  • REMEMBER THAT QUALITY CUSTOMER SERVICE IS NOT ONLY THE CORRECT THING TO DO, IT IS AN EXECUTIVE ORDER!!


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RECOMMENDATION

  • SEND OUT A CENTER-WIDE ANNOUNCEMENT TO THE GSFC COMMUNITY AND WFF THAT WILL INFORM THEM OF OUR CENTER’S COMMITMENT TO EO 12862.

  • REVIEW PRESENTATION TO NEW GSFC EMPLOYEES.


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