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Evaluating Navy Personnel Systems from the Fleet user perspective

Evaluating Navy Personnel Systems from the Fleet user perspective. UPDATE. “We will deploy an easy to use, integrated and responsive family of career management, training, and education systems that help Sailors…” CNP. “We will employ strict quality acceptance tests…” CNP.

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Evaluating Navy Personnel Systems from the Fleet user perspective

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  1. Evaluating Navy Personnel Systemsfrom the Fleet user perspective UPDATE “We will deploy an easy to use, integrated and responsive family of career management, training, and education systems that help Sailors…” CNP “We will employ strict quality acceptance tests…” CNP

  2. OPNAV N16 FIT – Who we are and what we do Chief of Naval Personnel Fleet Introduction Team (FIT) • Conduct Fleet evaluation and assessment of MPTE systems • Assist in Fleet verification • Solicit and report Fleet feedback • Assist in development of communication and training products (user aids) • Facilitate introductory training Fleet Representatives (e.g., TYCOMs) Application Technical Owners (PMW 240, BUPERS) Application Functional Owners (NETC and NPC) Mr Alex Watt, GS San Diego CWO3 Dale Wagner, Norfolk Ms Elizabeth McGrath, GS San Diego NCC Greg Hansen, San Diego IT1 Sean French, San Diego Mississippi River 2

  3. Summer 2010 – Project Team investigation Sailor Service Record Project Team (CNAF, CNSF, NPPSC, PSD Afloat West, PERS-3, FIT representatives) determines: • NSIPS and OMPF are now the primary source of service record information, but it’s not clear to users how to engage these systems • ESR and OMPF provide Sailors with access to personnel data and documents, but it’s not clear to users how to manage the information • ESR and OMPF provide command stakeholders with access to information for all members of the command, but stakeholders don’t understand how to establish accounts and access is not tailored • Neither ESR nor OMPF alone, nor ESR and OMPF in combination, provide Fleet users all the personnel information previously maintained in the FSR, so multiple paper and digital copies are generated After 10 meetings, Project Team delivers 30 recommendations for technical solutions, improved documentation (policy, user guides, etc.), communication products, training and user aids, and alternate business rules. 3

  4. Spring 2011 – Fleet Evaluation FIT launches a Fleet evaluation to observe and analyze the accessibility, effectiveness and usability of Navy Personnel Systems in representative Fleet environments and from the Fleet user’s perspective. 4

  5. Understanding/Improving Fleet users' reality • Systems evaluated: • Official Military Personnel File (OMPF) • Navy Standard Integrated Personnel System (NSIPS), NSIPS Afloat • NSIPS/Electronic Service Record (ESR), ESR Afloat • Transaction Online Processing System (TOPS), TOPS Afloat • Report findings and recommendations to CNP, Fleet/Type Commanders, and other interested organizations. • Short term results: Informed Fleet users understand current capabilities of existing personnel systems and learn to take full advantage of functionality available today • Long term results: Fleet user perspective is incorporated into building the Navy’s future integrated personnel system Fleet users: Sailor, CO, XO, CMC/COB, Dept Head, DIVO, LCPO, ADMINO, PERSO, Pers Clerk, CPC, CCC, CIAC, TRAINO, ESO, DAPA, CMAA, Legal Officer, Security Manager 5

  6. Fleet Evaluation Phases (a unique approach) Sailors and command stakeholders evaluate system performance: Phase 1 • FIT determines command’s level of knowledge and ability to access and use systems (questionnaires, interviews, direct observation) Phase 2 (Based on Phase 1 results) • Command delivers training (see slides 10 and 11) and users establish accounts (by the end of Phase 2 Sailors and stakeholders should have systems’ access and know what to do with it) Phase 3 • Users verify system technical performance via scripted operational tests Phase 4 • Users perform routine, real world tasks (for example, update OMPF/ESR, Page 2, BAH) • TYCOMs obtain lessons learned to help their Sailors take full advantage of existing functionality

  7. Summer 2011 – Pay/Pers Conf, MPTE OAG FIT presents preliminary findings and asks for assistance in tackling specific issues: Training and Communication • Reinvigorate training for Personnel Clerks (military, civilian and contractor) and for CPCs Access and Usability • Help Sailors and command stakeholders take full advantage of existing systems Data Currency • Review policy and documentation for currency and relevancy • Ensure supporting references address today’s reality • Determine extent of problem and correct inaccurate and out-of-date information in the system PII spillage • Review your organization’s current practices • Ensure Support personnel and Fleet users encrypt PII (email) See slide 16 for an update. 7

  8. Training and Communication Example from FIT Website, user aids created with multiple collaborators NPC > (NPC Quick Links) > Career Toolbox Also NKO > (Career Management) > Navy Career Tools

  9. Training and Communication Example from FIT User aid created with PERS 80 and PERS 31

  10. Action: Verify Performance Records (OMPF) Field Code 35 1 To view Performance Records, enter “35” in the “Field Code” box and filter ( ) with the word “Contains”. 2 Sort by “Document Date” to ensure no evaluations are missing. Training and Communication Example from FIT Brief created with PERS 80 and PERS 31

  11. Action: Verify "Honors and Awards" (ESR) Training and Communication Example from FIT Brief created with PERS 80 and PERS 31 IMPORTANT If data entries are “Not Verified”, request your Personnel Office, CPC or PSD to investigate. (You may be required to provide documentation to support Verification approval.) Information “Not Verified” will NOT print on NAVPERS forms. Periodically, your Honors and Awards are printed as form NAVPERS 1070/880 (which, along with NAVPERS 1070/881, replaces the old Page 4) and submitted to OMPF. (Print your own copy, using button at bottom of page.)

  12. January 2012 – CPC Project Team • Project Team (CNAF, CNSF, NSWC, NECC, BUMED, CNRFC, CNIC, BUPERS, FIT representatives) tasked: • Define CPC duties and responsibilities for standardization throughout the Fleet • Identify pay and personnel policy guidance affecting CPC performance of duties and recommend changes, if necessary • Recommend/develop communication and training strategies and products empowering CPCs to execute defined tasks competently • Products to date: • Draft MILPERSMAN 1000-021, CPC policy guidance • Draft CPC Toolbox information sheet • Draft CPC community on the NPC website • Feedback to PS course curriculum director • Draft CPC Indoc course for implementation in PSD, CSD, NOSC Sponsored by OPNAV N16 FIT, BUPERS 26 and NPPSC. 12

  13. DRAFT Training and Communication Example from FIT User aid created with CPC Project Team

  14. DRAFT Training and Communication Example from FIT NPC community created with CPC Project Team

  15. Ongoing – Face-to-face Interviews • FIT conducts 2-3 hour conversations with Fleet users (Admin, Personnel, Career Counseling) to obtain in-depth feedback: • “The shore support infrastructure is broken. Responsibilities have shifted to afloat commands who are required to use online systems that don’t work, or aren’t accessible, or are too hard to use.” • “The infrastructure cannot support today’s personnel processes. Sailors want to make it happen (it’s why we create workarounds), but we need better tools.” • “Sometimes I feel like I’m sinking because the barriers are so overwhelming. It takes too long to get work done.” • “Systems lack current information and this is hurting people’s careers!” • “Bring personnel support back to the command. We’re in the customer service business and we can’t provide quality service to our own Sailors.” • “If Sailors are responsible for their own records (self-service), what are they supposed to do and how are they supposed to do it?” 15

  16. Working together to remove barriers Ways you can help improve personnel services support: Training and Communication • Deliver formal and informal training to all users: Personnel Clerks (military, civilian and contractor), Sailors and command stakeholders Access and Usability • Help users take full advantage of existing systems (solutions can be technical, functional and informational), regardless of working environment Policy • Review policy documentation for currency and relevancy; ensure supporting references address today’s reality (e.g., OMPF and ESR command view policies not aligned) Data Currency • Address prevalence of inaccurate and out-of-date information in system PII spillage • Review current practices; ensure everyone encrypts PII (email) 16

  17. OPNAV N16 FIT Contact FIT and we’ll work together to improve Navy personnel systems :-) OPNAV N16 Fleet Introduction Team Mr. Alex Watt Ms. Elizabeth McGrathalexander.watt@navy.milelizabeth.mcgrath@navy.mil CWO3 Dale Wagner NCC Greg Hansendale.t.wagner@navy.milgregory.hansen@navy.mil IT1(SW) Sean Frenchsean.p.french@navy.mil

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