The Customer Service Model Dawn Canty -Saunders & Marcus Fedeli

1. The Customer Service ModelDawn Canty-Saunders & Marcus Fedeli

2. My normal interaction with the SEWP Program Office is by: Phone E-mail Chat Carrier pigeon or Other Audience Question

3. Pre-Order Support Online Search and Quote tools and RFQ tracking Answer questions on quotes and processes Order Processing Accept, check, process and forward orders (includes credit cards) Reconcile and track orders Post-order Support Process and post order status data Assist in order resolution and QA checks on order satisfaction Support through Procurement Lifecycle Contracting officer approves purchase Orders submitted to SEWP BOWL SEWP verifies and enters orders in SEWP db SEWP submits orders to vendors Orders monitored for delivery Orders delivered RFQ Purchase request submitted to CO Agencies SEWP Vendors

4. Customer Service Staff for Helpline and Order Processing 10 Dedicated Contractor Staff with long-term experience Direct access to 4 Civil Servants and 30 other contractor support staff All interactions measured in One Business Day 2 Contract Holder Relationship Managers (CHRMs) Daily interaction with Contract Holders Mediation, support and oversight of Customer – Contract Holder interaction Premier Customer Service

5. Training and Outreach • On-site Training on Contracts, SEWP Program, and Tools • Free – that is right, the cost is $0 • In-depth: 1.5 to 2 hours • 2 CLPs (Continuous Learning Points) • Worldwide • Any size audience • Contact events@sewp.nasa.gov / 301-286-1478 or see any SEWP staff member • Training Video • Same cost as the on-site training • Quick overview of main concepts • 15 minutes • DVD copies available

6. Frequently Asked Questions Online KnowledgeBase • Frequently Asked Questions (FAQ) • 80% of current helpline questions are answered in FAQ’s • Useful for non-office hours and for do-it-yourselfers • We are always happy to answer questions personally • Frequently asked questions are available on SEWP website with search function • Glossary – SEWP definitions • Help ticket submissions and tracking • FYI: Ticketing System is an example of Software as a Service purchased under the SEWP contracts

7. Quote and Pricing Assistance • Scope and Statement of Work (SOW) Review • If any concerns about an SOW and/or scope of requirements, submit information to help@sewp.nasa.gov for review and advise • If number of quotes received is less than expected, SEWP can assist in researching the cause and solution: contact help@sewp.nasa.gov • If quoted price is higher than expected or otherwise questionable, contact help@sewp.nasa.gov and we will research and provide recommendations

8. Order Process

9. Order Process Overview Order Preparation Order Processing * * * Pre-screen/ Classify - Ready? Route Order Order Arrives Log Order (Q-App) Order submitted -Assign ‘Received Status -Via Email / Fax / PRISM - Acknowledge Receipt - Attach Internal QC Checklist Populate Internal QC Checklist We Examine Order for Required Info: - Contract Holder - Agency * Process Order - Critical Info. Check * -Issuing Agency -ITARS # (for VA) -Training (DOD) -Fair Opportunity Form (+$5 mil) Further Info. Required Re-check: - Req’d Information - Contract Holder - Agency Order sent to Contract Holder (CH) CH verifies receipt

10. Order Submission Information On fax cover sheet or e-mail text area include the following: • Include a Point of Contact (POC) • POC will be notified of all updates related to this order • If Contracting Officer (CO/KO) provides e-mail address, he/she will also be kept automatically informed of all updates • Zip code of the CO/KO’s office • Order Number (if credit card, provide order number to track with) • Expected delivery date • RFQ Number • VA: Include ITARS or reason ITARs is not needed

11. Order Preparation • Order is e-mailed or faxed from customer to SEWP Program Office • Within minutes, order is entered into system • Initial Tracking Number assigned (referred to as the Q Number) • If initial review uncovers any problems, the order is put into Problem status: • Contract Holder is automatically notified • Customer will receive a phone call and/or e-mail explaining the issue • Problem notification occurs within one business day but typically within 3-4 hours

12. Typical Order Problems • Wrong Contract Number • Contract number does not match the Contract Holder’s name • A GSA contract number is provided instead of a SEWP contract number • Vendor is not a SEWP Contract Holder • Support Service Contractor issued order but is not authorized • For Veterans Affairs: there is no ITARS tracking number • For Department of Defense, the KO is not trained • Order is not readable or is missing pages • Order modification sent in but we cannot locate the original order

13. Scope Review Check • Orders over $100,000 are reviewed by upper management to verify the order is in scope • Rarely an issue • Most common issue concerns services • Orders over $5 Million require Fair Opportunity backup • A Fair Opportunity Form • Or the SEWP RFQ (Request for Quote) number

14. Step 1: Order Entry

15. Order Entry • User Delivery Date • Customer’s expected delivery date, if provided • Defaults to 45 days • Contract Holder must either meet the date or provide an explanation and negotiate a different date • Order status is set to ‘Entered’ • Point of contact(s) (POC) selected • Order Sequence Number (OSN) is assigned • Unique number used for tracking • When referring back to order for any issues or mods, it is helpful to note the OSN

16. Order Processed E-mail The following SEWP Order has been entered at the SEWP Program and forwarded to the Contract Holder CDW*G Delivery Order Number : CBCL751 Order Status : ENTERED Expected Delivery Date: MAY 13, 2011 Contract Number : NNG07DA35B / CDW*G Award Date : 03/21/11 Mod Level : 0 Control Number (OSN) : 134319 Total Amount : 2812.6 Surcharge Amount : 12.6 Agency Number (or ITARS) : 549990 CO Name : CO Phone : Either contact us at help@sewp.nasa.gov or call us at (301)286-1478 if you have any questions. Thank You, SEWP Staff

17. E-Mail Notification • Indicates order has been processed and forwarded to the Contract Holder • OSN provided (Control Number) • Calculated Fee listed • Contract Holder must verify receipt • Customer does not need to reply – Thank You’s are not needed • Any questions / issues should be sent to help@sewp.nasa.gov or alternatively orderhelp@sewp.nasa.gov

18. Order Evolution & Tracking • SEWP Logs History of Order from Original Receipt through Shipment • Order Status Can be Obtained on Website (under ‘Order Info’)

19. Order Status - Shipped • Contract Holder has shipped all products • Contact Contract Holder (cc help@sewp.nasa.gov) if shipment not received • All products requiring shipment should be fulfilled • Shipped status does not imply service related items; e.g. installation, training, warranty; have been fulfilled

20. Shipped E-mail The following information concerning Order#: "742P15030" and osn: "133383" was provided by Contract Holder Rep. "Analisa Chase" of "Intelligent Decisions". Status was changed from ENTERED to SHIPPED Shipped Date was entered 03/28/11 The following Remarks were added: All product shipped.

21. Order Status – Partial and POPOnly • Parital Status => Contract Holder has shipped some of the products • POPOnly Status => Order does not contain any items to be shipped • POP refers to Period of Performance; e.g. only service related items; e.g. installation, training, warranty; are on this order

22. Order Status - Canceled • Customer has sent in a mod or e-mail to cancel order • Contract Holder has denied acceptance • Customer POC has been notified • Order has a problem which has remained dormant for over 30 days • Orders canceled in the SEWP system can be reset to Entered status through a notification from the customer

23. Order Status - Delayed • Contract Holder is delaying the processing of the order until an issue is resolved • Typically requires an order mod or an email communication • Contract Holder is not responsible for delivery fulfillment until issue is resolved • Please pay attention to these e-mails (sample on next slide) • There are only a defined set of reasons for a Delayed status as listed in next set of slides

24. Delayed Status E-mail The following information concerning Order#: "657R14175" and osn: "133955" was provided by Contract Holder Rep. "Michael McCabe" of "Blue Tech, Inc.". Status was changed from ENTERED to DELAYED Delay Reason is Customer placed order based on expired quote. The following Remarks were added: Order has been placed in Delayed status indicating that BLUE_TECH is delaying acceptance and processing the order because it is based on an expired quote. Please contact the Contract Holder for an updated quote. This order stems from a request put out on 8/25/2010.

25. Reasons for Delayed Status (1 of 3) • Awaiting an order modification • The Delayed status e-mail should indicate the nature of the required mod • Some typical mod requirements: • Customer request to wait for a mod to change some item on the order • Contract Holder information (address, name, etc) is incorrect • The item is end of life and a replacement is needed • Price cannot be increased • Awaiting availability of funds • Contract Holder is not obligated to fulfill and order if the order indicates that funds are not yet available • Often resolved through a simple mod or e-mail confirmation

26. Reasons for Delayed Status (2 of 3) • Award date needs to be updated because SEWP Quote tool not used • Items on the quote were not on the SEWP Contract at time of award • Use of the SEWP Quote tool prevents this from occurring • Contract Holder needs credit card information • Contact the Contract Holder • Do not e-mail or provide SEWP Program Office with credit card number • Customer included unacceptable Terms and Conditions (Ts and Cs) • Additional Ts and Cs must be mutually agreeable

27. Reasons for Delayed Status (3 of 3) • Customer placed order based on expired quote • Most quotes valid for 30 days • Order did not match the quote • Order resulted from Market Research • Market Research based quotes are unverified and therefore cannot be used to place an order

28. Assistance With Order Issues • Contact Contract Holder Program Manager • List of contacts under “Contract Holders” menu at www.sewp.nasa.gov • Cc help@sewp.nasa.gov on all correspondence • SEWP Program Office provides advice, recommendations, problem resolution and tracking of issues

29. Quality Assurance

30. Random selection of 10 orders throughout the day Quick 3 minute survey Action Items Passed along to ChrM or Program Mgmt Additional Surveys Annual Phone Outreach to Heavy Users Annual Satisfaction Survey to all users Daily Customer Surveys

31. Notification to all in June 5-10 minutes Online survey with less than 25 questions Share your perspectives on the SEWP program and offerings Data used to continuously improve SEWP 2011 Annual Survey for all users

32. New Features

33. Live Chat Ticketing Process Help Desk Operations New SEWP Features!!!!

34. Chat/Ticketing Process • Organizes Customer Questions • Coordinates Reponses • Provides Automated Reports to ensure follow-thru

35. Current Hours: 7:30am-6:30pm Extended Hours from Mid August thru Sept 23rd 7:30am-8:00pm Last week of Sept: 7:30am – 9:00pm Sept 30th: 7:30am – Midnight Fiscal Year End Office Hours

36. Helpline: 301-286-1478 Mon–Fri, 7:30 AM–6:00 PM ET Fax orders to: 301-286-0317 E-mail orders & modifications to: sewporders@sewp.nasa.gov E-mail for Assistance : help@sewp.nasa.gov Always CC SEWP when corresponding with Contract Holder regarding any issues Live Chat   Contact Us

37. Contract: SEWP IV Agency: NASA  When: Awarded March 2007 to 38 companies.Why it is important: The SEWP program has become a gold standard in the government for customer service, and the managers running the contract see both agencies and their contractors as customers. The focus on service has helped SEWP survive and thrive into its fourth generation. http://washingtontechnology.com/articles/2009/07/06/feature-contracts-game-changers.aspx?sc_lang=en Washington Technology- on SEWP Customer Service