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FULL SPEED AHEAD TO PERFORMANCE BASED SERVICES ACQUISITIONS (PBSA) Dani Wildason (202) 267-1182 November 18, 2004 . U.S. Coast Guard Headquarters Office of Contract Support.

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Presentation Transcript
need for customer support
In early 2001, our Chief of the Contracting Office (COCO) saw a need for a “liaison” between contracting personnel and the technical customers

The Customer Advocate position was created and I was hired in September 2001

Need for Customer Support
customer advocate soo
I was immediately given a “Statement of Objectives” by my supervisors – that is:

Increase Customer Satisfaction (as measured by Balanced Scorecard)

Increase the number of PBSAs

Customer Advocate “SOO”
the customer advocate
Central POC for all customer issues, complaints and concerns

Focus is Customer Care

Change Agent for transition to PBSA at USCG Headquarters

Team Leader to the Customer Advocacy and Assistance Team (CAAT)

The Customer Advocate
pbsa implementation team
A PBSA Implementation Team was chartered (led by the Customer Advocate) to put together a viable plan to increase our PBSA requirements

Plan included identification of two pilot buys, familiarization training, and a complete inventory of upcoming procurements

PBSA Implementation Team
pbsa familiarization training
We used Ms. Ronne Rogin’s No-Nonsense Approach to PBSA Familiarization Training

Ronne (who was with Dept. of Treasury at the time) led three short sessions for over 100 contracting, technical, and legal folks

Received great feedback from attendees !

PBSA Familiarization Training
inventory to identify potential conversions to pbsa
PBSA Implementation Team reviewed upcoming follow-on requirements for possible conversion

Results – we identified many potentials….but

General response from contracting folks was “Well, we’ll see what the technical folks say, they really don’t want to change things…….”

Inventory to Identify Potential Conversions to PBSA
converting requirements fear of the unknown
Initial conversions were few

Facilitated by the Customer Advocate using an Integrated Solutions Team (IST) approach

Excellent feedback was received

As workload increased, a new team was created under the Customer Advocate

Converting Requirements = Fear of the Unknown
the customer advocacy and assistance team caat
Stood up June 2002

Cross-functional team of 7

Diverse backgrounds

Excellent listening, writing, and communication skills

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat10
Function of team based on the premise used for resume writing or having taxes done

Why teach SOO/PWS/PRS/QASP preparation for a one time requirement?

We facilitate and prepare these documents and ALLEVIATE THEIR PAIN!

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat11
For each service requirement:

Integrated Solution Team (IST) formed (usually informal) including Contract Specialist and Customer

Two CAAT members are assigned

Face-to-face “Kick off meeting”

Customer is “interviewed”

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat12
For each requirement (cont.):

CAAT prepares draft SOO/PWS/PRS as appropriate

Utilizes template approach

CAAT Peer Reviews take place

The product is presented to the customer and KO/KS for review

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat13
Focus on PBSA:

Use of the CAAT approach has exponentially increased our PBSA contracts and task orders

Have increased from 2 PBSA actions to over 300 PBSA actions since June 02

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat14
Work Statements for FY04:

The CAAT prepared 184 work statements

171 were performance based (5 of these were SOOs)

13 did not lend themselves to performance based

The Customer Advocacy and Assistance Team (CAAT)
the customer advocacy and assistance team caat15
Challenges- The “Seventh Step” (Manage Performance) is our current office-wide focus- Not easy to get to “full” PBSA - several are “hybrid” and we are working to improve these when they come up for follow-on

- Turnover of customers and contracting staff requires repeated training

The Customer Advocacy and Assistance Team (CAAT)
measuring customer satisfaction results
DOT Procurement Performance Measurement Balanced Scorecard Survey Results show an increase in Customer Satisfaction after implementing Customer Advocacy Program

- 69% in FY00

- 78% in FY01 (Customer Advocate hired in FY01)

- 88% in FY02 (CAAT initiated in FY02)

- 85% in FY03

Measuring Customer Satisfaction – RESULTS!
points of contact
Dani Wildason (202) 267-1182Chief, Contracts Plans, Procedures, and Quality Engineering Division (G-ACS-3)

Brian Jones (202) 267-0101Customer Advocate and CAAT Team LeaderContracts Plans, Procedures, and Quality Engineering Division (G-ACS-3c)

Points of Contact