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Annual Assessment of ICASS Services

ICASS Council Meeting March 2014. Annual Assessment of ICASS Services. International Cooperative Administrative Support Services. Reports for the March Meeting. Last year’s Annual Assessment. Worldwide ICASS Customer Satisfaction Survey Results from the 2014 survey including comments.

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Annual Assessment of ICASS Services

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  1. ICASS Council Meeting March 2014 Annual Assessment ofICASS Services International Cooperative Administrative Support Services

  2. Reports for the March Meeting • Last year’s Annual Assessment. • Worldwide ICASS Customer Satisfaction Survey Results from the 2014 survey including comments. • The Ratings vs. Importance report from the Worldwide ICASS Customer Satisfaction Survey. • eServices metrics. • Results of post-generated surveys, if any. • Prior year proposals for Cost-Saving Initiatives.

  3. What is the Annual Assessment? • A review and analysis of how well the ICASS platform is supporting Mission operations. • An Action Plan that identifies areas of success and states goals for improvement. • A review of Cost Saving Initiatives.

  4. Who Does What? • Management Officer/Counselor (MO/MC): • Gets input from Service Provider section heads. • ICASS Council and Service Providers (SP): • Analyze customer satisfaction data. • Council Chair and MO/MC together: • Discuss findings, plan for action. • Prepare Annual Assessment report.

  5. Where to Find Customer Satisfaction Ratings ICASS Survey Numerical Results ICASS Survey Comments eServices Dashboard

  6. Worldwide Customer Satisfaction Survey ICASS Survey Numerical Results

  7. Reviewing the Survey Comments • Customer comments, positive and negative, add to understanding of service evaluation. • Beware the isolated comment – you can’t please everyone all the time. • Look for a pattern here too – has one service been low-rated by many customers for the same reason? • Are there specific aspects of a service that were especially problematic?

  8. How Important are Services to the Customers?

  9. eServices – Average Customer Rating

  10. eServices – Completed Service Counts

  11. eServices – Percent Meeting Standard

  12. Cost Saving Initiatives Prior Year Cost Savings

  13. It’s a Balancing Act Service Quality Resources

  14. Creating the Annual Assessment

  15. One Option: Service by Service

  16. Submitting the Annual Assessment Council Chair and Management Counselor prepare the Annual Assessment. Council Chair submits the Assessment to the Ambassador through the DCM by June 1st. Council Chair emails the ICASS Service Center that the Annual Assessment process is complete.

  17. Broadcasting the Action Plan Announce – what is targeted for improvement. Identify – how customer concerns are being addressed. Communicate – to manage expectations.

  18. Learn More • Annual Assessment policy: 6 FAH-5 H-222.3-4 • Sample Assessment reports: • Internet: HTTP://www.icass.gov • or • OpenNet: HTTP://RM.M.State.sbu/sites/icass • Send Statement of Completion & Questions to: ICASSServiceCenter@state.gov

  19. Does Your ICASS Council Need to Know More about ICASS? The ICASS Service Center (ISC) offers Webinars to brief ICASS Councils. • A one-hour briefing about ICASS a your post. • A chance to get your questions answered by the experts. To arrange a Webinar for your post, contact the ISC at: ICASSServiceCenter@state.gov

  20. This is the End of our Webinarfor the March ICASS Council meeting on Annual Assessments Find additional Distance Learning Tools at ICASS websites: • Internet: http://www.icass.gov • OpenNet: http://rm.m.state.sbu/sites/icass

  21. Where Can You Get Help? ICASS websites: • Internet: http://www.icass.gov • OpenNet: http://rm.m.state.sbu/sites/icass or Contact the ICASS Service Center: Email: ICASSServiceCenter@state.gov

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