Efficient Administrative Support Strategy for Customer Satisfaction

1. FY02 ASA Presentation Provide Administrative Support (2) Presented by: Genia Bohrer Office of Research Services National Institutes of Health 18 November 2002

2. Table of Contents Main Presentation ASA Template ……………………………….………………………………..4 Customer Perspective……………………….………………………………..5 Customer Segmentation …………………….……………………………………..7 Customer Satisfaction……………………….…………………………………….13 Unique Customer Measures………………….…………………………………..16 Internal Business Process Perspective…………………………………….21 Service Group Block Diagram…………………………………………………….22 Process Measures…………………………………………………………………24 Learning and Growth Perspective…………………………………………..32 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data………33 Analysis of Readiness Conclusions……………………………………………...34 Financial Perspective………………………………………………………...35 Unit Cost…………………………………………………………………………….36 Asset Utilization…………………………………………………………………….37 Conclusions and Recommendations……………………………………….38 Recommendations…………………………………………………………………41

3. Table of Contents Appendices Page 2 of your ASA Template Customer segments graphs Customer satisfaction graphs Block diagram Process maps Learning and Growth graphs Analysis of Readiness Information Asset Utilization Graphs Unique Measures

5. Customer Perspective

6. Customer PerspectiveCustomer Objective & Measures

7. Customer PerspectiveCustomer Objective & Measures

8. Customer PerspectiveDS 1: Develop ORS Policies and Procedures Objective: Increase Understanding of Customer Base Presentations Manuscripts Measure: Customer Segmentation

9. Customer PerspectiveDS # 2: Handle Ethic IssuesObjective: Increase Understanding of Customer Base Ethics Issues byOffices/Divisions OGE 450 Filers Measure: Customer Segmentation

10. Customer PerspectiveDS # 5: Conduct and Coordinate Administrative ReviewsObjective: Increase Understanding of Customer Base Management Control Reviews 1/3 1/3 1/3 Measure: Customer Segmentation

11. Customer PerspectiveDS # 7: Respond to FOIA and Privacy Act RequestsObjective: Increase Understanding of Customer Base FOIA Requestors Privacy Act Requestors Measure: Customer Segmentation

12. Customer PerspectiveDS # 7: Respond to FOIA and Privacy Act RequestsObjective: Increase Understanding of Customer Base FOIA by Offices/Divisions Privacy Act by Offices/Divisions Measure: Customer Segmentation

13. Customer PerspectiveCustomer Objective & Measures

14. Customer PerspectiveDS # 2: Handle Ethic IssuesObjective: Increase Customer Satisfaction Measure: Ratings from the ORS Customer Scorecard

15. Customer PerspectiveDS # 2: Handle Ethic IssuesObjective: Increase Customer Satisfaction Competence Measure: Ratings from the ORS Customer Scorecard

16. Customer PerspectiveCustomer Objective & Measures

17. Customer PerspectiveDS # 2: Handle Ethic IssuesObjective: Increase Compliance with EthicsRegulations/Policies New Employee (EOD) Training by Offices/Divisions Target for FY03 Measure: Small Group Training

18. Customer PerspectiveDS # 2: Handle Ethic IssuesObjective: Increase Compliance with EthicsRegulations/Policies *321 OGE 450 filers: Computer-based Training by Module (See Appendices for Definition of Modules) Target for FY03 Increase computer-based Training by 5% of non OGE 450 Filers *The 321 OGE 450 Filers are able to take more than one Module Measure: Computer-based Training

19. Customer PerspectiveCustomer Objective & Measures

20. Customer PerspectiveObjective: Serve as a Single Source Contact for our Discrete Services Inquiries Received by Offices/Divisions for a 2 Month Period Inquiries Received by Topic for a 2 Month Period Measure: Sample Survey of Offices/Divisions Using our Services (Presumably as a Single Source)

21. Internal Business Process Perspective • Increase Understanding of Processes • Identify Methods to Measure Processes

22. Internal Business Process Perspective Service Group Block Diagram: Provides Administrative Support

23. Internal Business Process PerspectivePerformance Objective and Measure for the Discrete Service

24. Internal Business Process PerspectivePerformance Objective and Measure for the Discrete Service

25. Internal Business Process PerspectiveObjective: Improve Revision Process for NIH/ORS Policies • FY03 New Measure: Track Number of Revisions Before Policy is Submitted in Final Format to OMA

26. Internal Business Process PerspectivePerformance Objective and Measure for the Discrete Service

27. Internal Business Process PerspectiveObjective: Increase Employee Knowledge and Awareness of Ethic Issues New Employees (EOD) Training: Target for FY03 Computer-based Training: Target for FY03 Increase computer-based Training by 5% of non OGE 450 Filers Measure: Track Number of Employees Trained in Ethics Awareness and Measure Retention

28. Internal Business Process PerspectivePerformance Objective and Measure for the Discrete Service

29. Internal Business Process PerspectiveObjective: Develop Baseline Data on Management Controls • FY03 New Measure: Track Number of Policies Up-to-Date and Analyze Effectiveness of Management Controls Associated with them

30. Internal Business Process PerspectivePerformance Objective and Measure for the Discrete Service

31. Internal Business Process PerspectiveDS 7: Respond to FOIA RequestsObjective: Increase FOIA Awareness Response Time to FOIA’s Each Color Represents a Single FOIA There are a Total of 39 FOIA’s for FY02 27 < 50 Days 10 > 50 Days 2 > 100 Days Response Time in Days Measure: Track Response Time to Measure Adherence to FOIA Regulation

32. Learning and Growth Perspective • Enhance Quality of Work Life for Employees in ORS • Maintain and Enhance Competencies for the Future Organization

33. Learning and Growth Perspective • Zero Turnover • Appropriate Amount of Sick Leave Used • Every Employee Received an Award • No EEO Complaints, ER Cases, or ADR Cases

34. Learning and Growth PerspectiveAnalysis of Readiness Conclusions • Need to Increase Service Supply to Meet New Demand • Introduce/Adopt New Workflow Technology Including Document Scanning and Image Management (to Improve Performance by Optimizing Individual Efforts) • Assess Current Employee Skills Against Current and Future Office Needs, Prepare Gap Analysis and Develop Annual Training Plan • Take Advantage of Free Government Training in Ethics and Other Areas • Utilize Contracting Opportunities: Use Outside Contractors for Training Coordination Efforts and for Technology Improvements

35. Financial Perspective

36. Financial PerspectiveUnit Cost Measures • DS 1: Develop ORS Policies and Procedures Unit Cost: Approximately $297 • DS 2: Handle Ethics Issues Unit Cost: Approximately $68 Per ORS Employee Per Year • DS 5: Conduct and Coordinate Administrative Reviews Unit Cost: Approximately $340 Per Review • DS 7: Respond to FOIA and Privacy Act Requests Unit Cost: Approximately $36 Per FOIA

37. Financial PerspectiveAsset Utilization Measures

38. Conclusions and Recommendations

39. Conclusions and RecommendationsConclusions: Good News We have Proven that we are Effective & Efficient: • Our Customers Indicated on our Score Card for Discrete Service #2 (Ethic Issues) that our Services are Important to them and they are Satisfied. We had a Particularly High Vote of Confidence in our Competence. • Our Employees have not Experienced any Administrative Sanctions or Criminal Penalties as a Result of Non Compliance to Applicable Laws and Regulations • ORS has not Lost Credibility or Funding as a Result of Non Compliance to Applicable Laws and Regulations

40. Conclusions and RecommendationsOpportunities for Improvement • Increase Document Tracking Time to Measure Efficiency of Processes • Utilize OQM Resources to Develop Performance Management Systems • Ensure Complete Cooperation from Entire Team and Measure Performance

41. Conclusions and Recommendations Recommendations Team Plans to Implement Change: • Documentation (Tracking Efforts) • Update Discrete Services to Account for Other Functions in Addition to our Current Discrete Services: • Reorganizations • Records Management • Other initiatives: Employee Suggestions, Telework and Plain Language

42. Conclusions and RecommendationsRecommendations • Obtain Necessary Resources (Contractual Support, Technology, and/or FTE) • One Consultant for the Entire ASA Process • Raised the Bar on Staff Expectations and Improved Cohesive Relationships with our Customers • Team Building

43. Appendices

44. Appendices • Include the following: • Page 2 of your ASA Template • Customer segments graphs • Customer satisfaction graphs • Block diagram • Process maps • Learning and Growth graphs • Analysis of Readiness Information • Asset utilization graphs • Unique measures graphs

45. AppendicesPage 2 of ASA Template

46. AppendicesCustomer Segments Graphs Presentations Manuscripts FY 02 450 Filers Ethics

47. AppendicesCustomer Segments Graphs Management Control Reviews FOIA Requestors 1/3 1/3 1/3 Privacy Act Requestors FOIA by Division

48. AppendicesCustomer Segments Graphs Privacy Act by Division Small Group Training

49. AppendicesCustomer Segments Graphs Inquiries by Division Computer Base Training Inquiries by Topic

50. AppendicesCustomer Satisfaction Graph Competence