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CUSTOMER SERVICE PART II

CUSTOMER SERVICE PART II. MANAGEMENT OPERATIONS DIRECTORATE PROCUREMENT OPERATIONS DIVISION INDUSTRY ASSISTANCE OFFICE/CODE 210 MALORES PRIDGEON LEVEL II PIP MARCH 18, 2004. AGENDA. REVIEW FINAL RECOMMENDATIONS. REVIEW. CUSTOMER SERVICE PART 1 NATIONAL PERFORMANCE REVIEW

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CUSTOMER SERVICE PART II

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  1. CUSTOMER SERVICE PART II MANAGEMENT OPERATIONS DIRECTORATE PROCUREMENT OPERATIONS DIVISION INDUSTRY ASSISTANCE OFFICE/CODE 210 MALORES PRIDGEON LEVEL II PIP MARCH 18, 2004

  2. AGENDA • REVIEW • FINAL RECOMMENDATIONS

  3. REVIEW • CUSTOMER SERVICE PART 1 • NATIONAL PERFORMANCE REVIEW • ENDING BIG GOVERNMENT • INFORM COWORKERS AND PEERS OF EO 12862

  4. REVIEW • EO 12862 ENDORSED -- BY CURRENT ADMINISTRATION • THIS MEANS WE ARE TO STILL ABIDE BY ALL CUSTOMER SERVICE STANDARDS SET FORTH IN EO 12862 • PROVIDE THE HIGHEST LEVEL OF CUSTOMER SERVICE TO BOTH OUR INTERNAL AND EXTERNAL CUSTOMERS • TRACK CUSTOMER SERVICE STANDARDS BY SURVEYING OUR INTERNAL AND EXTERNAL CUSTOMERS

  5. REVIEW • A CENTER-WIDE ANNOUNCEMENT WAS SENT OUT ON MARCH 3, 2003. THE ANNOUNCEMENT WAS TO PROVIDE A WEB-SITE ADDRESS WHERE ALL GSFC CIVIL SERVANTS AND NON-CIVIL SERVANTS COULD VIEW EO 12862.

  6. REVIEW • CUSTOMER SERVICE/CUSTOMER SATISFACTION AT NASA CENTERS • OFFICE OF EXTERNAL AFFAIRS • EACH CENTER HAS AN OFFICE, WITH THE EXCEPTION OF GSFC

  7. REVIEW • CUSTOMER SERVICE AT NASA • THE PARTNERSHIP FOR PUBLIC SERVICE AND AMERICAN UNIVERSITY’S INSTITUTE FOR THE STUDY OF PUBLIC POLICY IMPLEMENTATION RELEASED RESULTS NOVEMBER 2003, FROM A SURVEY OF OVER 100,000 FEDERAL GOVERNMENT EMPLOYEES. • NASA RANKED AS ONE OF THE THE BEST PLACESTO WORK AMONG ALL FEDERAL AGENCIES. (HTTP://WWW.BESTPLACETOWORK.ORG)

  8. REVIEW • CUSTOMER SERVICE IN CODE 200 • CUSTOMER SERVICE RELATIONS MANAGER/CODE 293 • TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE DIVISION • ODIN CUSTOMER SERVICE/OUTREACH OFFICE • TRACKS ALL CUSTOMER SERVICE RELATED ISSUES REGARDING ODIN SERVICE • CUSTOMER SERVICE OFFICE/220 • TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE FACILTIES DIVISION • CUSTOMER SERVICE QUESTIONNAIRE (http://gsfc-aphrodite.gsfc.nasa.gov/220/quest.html) • SNOW REMOVAL EVALUATION FORM (http://gsfc-aphrodite.gsfc.nasa.gov/220/snow/snowplan.htm) • CUSTOMER SERVICE CODE 200 FOCUS GROUP

  9. REVIEW • CUSTOMER SERVICE IN CODE 210 • IAO SMALL BUSINESS CONFERENCE SURVEYS • CODE 210 WEB-SITE ENHANCEMENTS

  10. REVIEW • AS PART OF AN EFFORT TO PROVIDE CONTINUED QUALITY CUSTOMER SERVICE TO OUR CUSTOMERS, THE IAO WILL SHOWCASE THEIR NEW WEB-SITE THIS YEAR. • ONE NEW FEATURE WILL BE ADDED, A CUSTOMER SERVICE SURVEY. • THE SURVEY WILL TRACK ALL SERVICES PROVIDED BY THE IAO.

  11. REVIEW • INDUSTRY ASSISTANCE OFFICE STAFF • SMALL BUSINESS SPECIALIST • PROCUREMENT ANALYST • PROCUREMENT ANALYST • ADMINISTRATIVE SPECIALIST

  12. RECOMMENDATIONS • CODE 200 CUSTOMER SERVICE MANAGER • CONTINUE CUSTOMER SERVICE WORKING GROUP ACTIVTIES • CUSTOMER SERVICE ON-LINE SURVEY

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