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Customer Service Website for GSFC’s Technical Community September 2010

Procurement Goes Surfing. Customer Service Website for GSFC’s Technical Community September 2010. Professional Intern Program (PIP) – Level II. Presenter: Teresita Guevara Smith. Presentation Summary. CODE 210 Website . Introduction.

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Customer Service Website for GSFC’s Technical Community September 2010

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  1. Procurement Goes Surfing Customer Service Website for GSFC’s Technical Community September 2010 Professional Intern Program (PIP) – Level II Presenter: Teresita Guevara Smith

  2. Presentation Summary

  3. CODE 210 Website

  4. Introduction The customer service website for GSFC’s Technical community will be an online tool in which our customers can visit in order to have access to Procurement information that will help them to better do their job and to provide us with the accurate information we need from them in order to do our jobs to the best of our ability. The website will include such information as templates, samples, standard forms, lead times, support service contract lists, help desk and point of contact information, and frequently asked questions. Think of how useful the 210 website is, and imagine such a website for our technical community

  5. Background Terms and Definitions

  6. Why? As technology evolves so do people. Our world is slowly turning into a virtual workplace. In order, to maintain and to continue to provide superior customer service we must change the way information between Procurement and the Technical Community is translated.

  7. FINDINGS (Research)

  8. Survey Sample 20 Respondents

  9. Do you think Goddard’s Technical Community would benefit from a Customer Service Website?

  10. How much time in a standard work week would you say you spend on answering general inquires and questions from the technical community? Hours per week

  11. FAQs received from Goddard’s Technical Community(General inquires and questions from the technical community?) Most Semi Least

  12. Technical Acquisition Portal T.A.P.

  13. T.A.P.Technical Acquisition Portal 210 Procurement Operations Welcome to the customer service website for GSFC’s Technical community. You have entered into a online tool in which our customers can visit in order to have access to up-to-date Procurement information that will help you to better do your job and to provide the Procurement Office with the accurate information we need in order to do our jobs to best of our ability. Welcome Video! Submit Feedback FAQ’s Hot Topic

  14. T.A.P.: The Technical Community’s Resource Tool

  15. Who will benefit?

  16. Conflict #1Loss of Relationship “ I believe our COTR’s are more inclined to seek us out for an in person answer vs. using an online portal. There is a strong expectation, that we should know the answer.” – Survey Respondent

  17. Conflict #2Exerting Energy without Reward How do we know that this is not going to be another project that Procurement exerts energy on that has no reward? Will the Technical Community even use this site?

  18. Conflict #3Keeping it Current • PSST TEAM • Learning Group to start a T.A.P. Committee • New Procurement Analyst Position • Direct “Funnel” Links between 210 Website and T.A.P.

  19. Recommendations

  20. Final Thought Riding the waves and seeing where it takes us will not take the organization to the next level. In order to achieve greatness we must break through, and use our resources to explore new paths. It is only then can we access new opportunities, conquer over challenges and reap the reward. I'm ready for procurement to go surfing, are you?

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