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Update on Mariner Credentialing

Updates on Mariner Credentialing by Captain Anthony Lloyd, focusing on USCG National Maritime Center operations, performance improvements, customer service, and future plans for a safe and secure marine transportation system. Learn more at www.uscg.mil/nmc.

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Update on Mariner Credentialing

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  1. Update on Mariner Credentialing Captain Anthony Lloyd Commanding Officer Officer in Charge of Marine Inspection (OCMI) Mariner Credentialing USCG National Maritime Center

  2. Credentialing Update • Mariner Focus • Performance Information • Future Plans

  3. OCMI - Mission • Marine Transportation System – Safe, Secure and Sustainable • Issue credentials to qualified mariners • Effective and efficient processing • World Class Customer Service

  4. Our Customers – World wide • Mariners – “First Dimension of the MTS” • Employers/Owners/Operators • Maritime Educators and Training Providers • Other Government Agencies (OGA) Our operations have global impacts! www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  5. NMC Range of Operations • Customer Service • Safety/Suitability, Medical, & Professional Evaluations • Course Approval & Auditing • Records Management • Examination Development/Proctoring www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  6. NMC Current Performanceas of September 30, 2011 • Total WIP Credential Inventory: 2,024 • Throughput Ratio: 1.03 • Average Net Processing Time: 13.36days

  7. Mariner Performance • Applications More Complete • Mariners Responding back to NMC Faster for AI • Taking Examinations Faster • Increased use of Customer Service Tools (CSC, REC, Web)

  8. 20 Storefronts Regional Examination Centers: • Customer Service • Prescreen Applications • Administer Exams • Course Oversight

  9. Improved Mariner Information Services “One Voice” • Mariner Information Division Restructured into 4 Branches • Records Management Branch • Mariner Record Caretakers • Mariner Credential Application In-Processing & MMC Production • Data Management Branch • MMLD System Managers • Correspondence Branch • Unit Entry & Exit Point for all Written Customer Correspondence (General/FOIA/Congressional) • Customer Service Branch • Customer Service Center (1-888-IASKNMC) • Issue Resolution Team • Web Site Manager • CustomerOutreach

  10. Visit our Websitehttp://uscg.mil/nmc/ • 768,928 visits in 2010 from 194 different countries • 6:50 Avg time spent on site • NMC website provides mariners with… • Application Status • Program information/How to apply for a credential • Credential Verification www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  11. Customer Service Center • 243, 375 Contacts in 2011 • 195,558 Calls • 47,817 Emails • Handle 95+% of all contacts within the call center • Highest Contact activity – March 2011 32,332 total • 20 call center personnel with over 24 months experience – very stable • Hours 8am – 8pm EST M-F • 1 888 I ASK NMC (427-5662) • iasknmc@uscg.mil www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  12. Sign up for NMC infoat www.uscg.mil/nmc The Coast Guard List Server provides information on credentialing services via email. To receive information you must subscribe to specific mailing lists. Messages sent to that mailing list are then delivered to your email address. To stop receiving a mailing list you can simply unsubscribe from it. All mailing lists are free of charge. The mailing lists cover: • Mariner Credentialing Program Information • Mariner Medical Information • Mariner Courses & Training www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  13. Current & Future Efforts • STCW Implementation • Increased customer outreach • Prominent posting of revised checklists • More robust FAQs on website

  14. Future reality Long term stabilization …. We will build a mariner credentialing system based upon modern capabilities. www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil

  15. Questions ?

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