# Presentation: 582683

## CUSTOMER SERVICE PART II

**MANAGEMENT OPERATIONS DIRECTORATE**
**     ****PROCUREMENT OPERATIONS DIVISION**
**INDUSTRY ASSISTANCE OFFICE/CODE 210**
**MALORES PRIDGEON**
**LEVEL II PIP**
**MARCH 18, 2004**

**Notes:**
Good Afternoon, my name is Malores Pridgeon, I work in the Management Operations Directorate, Procurement Operations Division, the Industry Assistance Office.

 I am here this afternoon to present my Level II PIP presentation.

 The Title of my presentation is Customer Service Part II.

## AGENDA

-  **REVIEW**
**FINAL RECOMMENDATIONS**

- CUSTOMER SERVICE PART II

**Notes:**
My Agenda for this afternoon will give you a brief status review of  how Customer Service is being  provided at the Agency, Directorate, and at the Code 210 Division Levels.

I also have a few recommendations, I would like to share.

## REVIEW

**CUSTOMER SERVICE PART 1**
**NATIONAL PERFORMANCE REVIEW**
**ENDING BIG GOVERNMENT**
**INFORM COWORKERS AND PEERS OF EO 12862**

- CUSTOMER SERVICE PART II

**Notes:**
Last year, for those of you who were not present at my Level I Presentation, I talked about the fact that I was not happy with the type of customer service I received while interacting with many of Goddard’s internal employees.  

I wanted to be associated with an Agency that that was noted for providing the Highest Level of Customer Service to it’s internal and external customers.

I provided very detailed information regarding the seriousness of  always providing quality customer service, and how an Executive Order came to be.

As the Federal Government was becoming more focused on streamlining the way it conducted business, they became more concerned with Customer Service and Customer Satisfaction for it’s employees.

## REVIEW

** ****EO 12862 ENDORSED -- BY CURRENT ADMINISTRATION**
**THIS  MEANS WE ARE TO STILL ABIDE BY ALL CUSTOMER SERVICE STANDARDS SET FORTH IN EO 12862**
**PROVIDE THE HIGHEST LEVEL OF CUSTOMER SERVICE TO BOTH OUR INTERNAL AND EXTERNAL CUSTOMERS**
**TRACK CUSTOMER SERVICE STANDARDS BY SURVEYING OUR INTERNAL AND EXTERNAL CUSTOMERS**

- CUSTOMER SERVICE PART II

**Notes:**

As a result of the National Performance Review, an Executive Order was signed by President Bill Clinton on September 11, 1983.  

The Executive Order set the guidelines for Customer Service Standards in the Federal Government.

The current Administration still endorses the EO 12862.

We are to continue to Provide the Highest Level Of Customer Service to our Internal and External Customers.

  We should Continue to Track Customer Service in our organizations. 

There are a number of ways to track Customer Service and I challenge you to be as creative as you like, make it unique to your own organization. 

 Some of the ways we track Customer Service at GSFC are by using Survey Forms,  Telephone Surveys,  Evaluations,  and Customer Service Questionnaires.

## REVIEW

**A CENTER-WIDE ANNOUNCEMENT WAS SENT OUT ON MARCH 3, 2003.  THE ANNOUNCEMENT WAS TO PROVIDE A WEB-SITE ADDRESS WHERE ALL GSFC CIVIL SERVANTS AND NON-CIVIL SERVANTS COULD VIEW EO 12862. **
** **

- CUSTOMER SERVICE PART II

**Notes:**
On March 3, 2003, a Center Wide Announcement was sent to  Mr. Diaz’  for his approval.  This announcement informed employees where they could view EO 12862.  

This step has moved our Center to compliance of the Executive Order.    Previously employees at our Center were not aware of the EO, or where it could be viewed.

That’s a picture of Mr. Diaz Thanking me personally for pulling our Center into Compliance of the EO.

## REVIEW

**CUSTOMER SERVICE/CUSTOMER SATISFACTION AT NASA CENTERS**
**OFFICE OF EXTERNAL AFFAIRS **
**EACH CENTER HAS AN OFFICE, WITH THE EXCEPTION OF GSFC**

- CUSTOMER SERVICE PART II

**Notes:**
CUSTOMER SERVICE AT ALL THE NASA CENTERS

 A FIOA request was sent to all NASA Centers, I wanted to know how they handled Customer Service and how it was tracked.   (FIOA was sent out after repeated communications sent went ignored.)

 Many of the Agencies responded that they have External Affairs Office’s which track internal and external complaints. 

The office also tracks how each Agency resolves complaints. 

 Resolutions to complaints are posted to the External Affairs Office Website.

## REVIEW

**CUSTOMER SERVICE AT NASA**
**THE PARTNERSHIP FOR PUBLIC SERVICE AND AMERICAN UNIVERSITY’S INSTITUTE FOR THE STUDY OF PUBLIC POLICY IMPLEMENTATION RELEASED RESULTS NOVEMBER 2003, FROM A SURVEY OF OVER 100,000 FEDERAL GOVERNMENT EMPLOYEES.**
**NASA RANKED AS ONE OF THE *****THE BEST PLACES***** *****TO WORK***** AMONG ALL FEDERAL AGENCIES. (HTTP://WWW.BESTPLACETOWORK.ORG)**

- CUSTOMER SERVICE PART II

**Notes:**
Customer Service at NASA

Over 100,000 Federal Government Employees were surveyed last year.  Those results were analyzed by the Partnership for Public Service and the American University’s Institute’s for the study of public policy implementation. 

 NASA Ranked as one  of the best places to WORK among all the Federal Agencies.  

The survey also provided Employee Satisfaction at the Sub-Agencies levels.

The Top 3 Sub-Agencies to work were our own Marshall Space Flight Center, Johnson Space Center and the Goddard Space Flight Center.  Again, it’s proven fact that Surveys track Customer Satisfaction among employees.  If employees are happy in their work environment they also perform better.

 Let me see a show of hands of how many people feel proud to be working for one of the Top agencies.

## REVIEW

**CUSTOMER SERVICE IN CODE 200**
**CUSTOMER SERVICE RELATIONS MANAGER/CODE 293**
**TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE DIVISION**
**ODIN CUSTOMER SERVICE/OUTREACH OFFICE**
**TRACKS ALL CUSTOMER SERVICE RELATED ISSUES REGARDING ODIN SERVICE**
**CUSTOMER SERVICE OFFICE/220**
**TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE FACILTIES  DIVISION**
**CUSTOMER SERVICE QUESTIONNAIRE (**_[http://gsfc-aphrodite.gsfc.nasa.gov/220/quest.html](http://gsfc-aphrodite.gsfc.nasa.gov/220/quest.html)__)_
**SNOW REMOVAL EVALUATION FORM (**_[http://gsfc-aphrodite.gsfc.nasa.gov/220/snow/snowplan.htm](http://gsfc-aphroditee.gsfc.nasa.gov/220/snow/snowplan.htm)__)_
**	****	**
**CUSTOMER SERVICE  CODE 200 FOCUS GROUP**

- CUSTOMER SERVICE PART II

**Notes:**
Customer Service in Code 200
The following Divisions have given some serious thought to Customer Service:
Code 293 because it has many service areas, such as the Library, Telecommunications, Graphics, ODIN, and many others, has appointed a new Customer Service Manager, to track Customer Service in Code 293.
 ODIN has redefined their Customer Service On-line Survey.  Survey ends up in your email account within 24 hours of the service they have provided.
I spoke with their Customer Service Outreach Manager Ms. Vondelear Jenkins,  currently, they only receive a small fraction of the surveys sent to this entire Center and her office would like to see that percentage grow.  If you are not  happy about your current ODIN Service, this is your opportunity to let them know.  However, if you are happy, they want to know that as well.

 Customer Service in Code 220 is also tracked through their own Customer Service Office. 
 They track  Customer Service by using Customer Service Questionnaires, Customer Service Surveys, and Snow Removal Evaluation Forms.   So the next time someone performs a facilities job or project, take some time to fill out their survey form.  Let them know just how well they removed the snow from our parking lot and sidewalks.

A Code 200 Focus Group formed last year of employees from various Code 200 Divisions.
Their main focus was to look at ways to improve Customer Service in Code 200.  Currently, the group is non-active.

 Also, they next snow, let them know how well they really moved the snow and ice from our Center’s parking lots and sidewalks. 

4.Customer Service Focus Group was formed last year.  Employees from all Code 200 Divisions were on the team.
 Their main focus was to look at ways to continue to improve Customer Service within our Directorate.  At this time the focus group is in a holding mode, which I am not too happy to report.

## REVIEW

**CUSTOMER SERVICE IN CODE 210**
**IAO SMALL BUSINESS CONFERENCE SURVEYS**
**CODE 210 WEB-SITE ENHANCEMENTS**

- CUSTOMER SERVICE PART II

**Notes:**
Customer Service is tracked extensively in Code 210

The Industry Assistance Office supports many State and Federal Small Business Conferences throughout the year.  Surveys are provided at the end of  each function.  The surveys provides us with a great tool for tracking they services we have provided.

The  POD  is currently incorporating a new Homepage Website to enhance the features of the current homepage.

This will provide a more user-friendlier Website for both Internal and External Customers; who navigate the Website in search of Procurement Information.

I will show you some of the Keys areas of the Procurement Homepage Website
Active Contracts Register
NAIS
Library
Organization

## REVIEW

**AS PART OF AN EFFORT TO PROVIDE CONTINUED QUALITY CUSTOMER SERVICE TO OUR CUSTOMERS, THE IAO WILL SHOWCASE THEIR NEW WEB-SITE THIS YEAR.**
**ONE NEW FEATURE WILL BE ADDED,  A CUSTOMER SERVICE SURVEY.**
**THE SURVEY WILL TRACK ALL SERVICES PROVIDED BY THE IAO. **

- CUSTOMER SERVICE PART II

**Notes:**
The Procurement Operations Division continues to provide Quality Customer Service

 As part of that Effort, the Industry Assistance Office is charged with  providing  many on-going services to the GSFC community as well as the Small Business Community. 

  One of the ways that we have improved Customer Service within our office was to add  a New Customer Service Survey to our Small Business Web-site. 

 I think we as a team, our very proud of the Quality service that our office provides, and we are quiet confident that by putting the Customer Survey on-line, we receive  positive feedback from our customers.

## Slide 11

- CUSTOMER SERVICE PART II

**Notes:**
Survey on Screen

This will give you an idea what the new Customer Service Survey will look like.  

This Survey focuses on our External Customers, an internal Customer Survey will be added later.

I will go through a few of the questions.

## REVIEW

**INDUSTRY ASSISTANCE OFFICE STAFF**
**SMALL BUSINESS SPECIALIST**
**PROCUREMENT ANALYST**
**PROCUREMENT ANALYST**
**ADMINISTRATIVE SPECIALIST**

- CUSTOMER SERVICE PART II

**Notes:**
For those of you who do not know the staff in the Industry Assistance office
Ms. Rosa Acevedo, is our Small Business Specialist
Support Team members are:
Olivia Gunter, Procurement Analyst. Focuses on NHQ Services
Gilberto DeValle, Procurement Analyst, Focuses GSFC Services

Yours, truly, Malores Pridgeon, Administrative Specialist, I support NHQ, GSFC, Small Community, well okay, I support everybody (smiles!!)

## RECOMMENDATIONS

**CODE 200 CUSTOMER SERVICE MANAGER**
**CONTINUE CUSTOMER SERVICE WORKING GROUP ACTIVTIES**
**CUSTOMER SERVICE ON-LINE SURVEY**

- CUSTOMER SERVICE PART II

**Notes:**
With all the continued  focus on Customer Service, Customer Satisfaction, I feel we could all benefit from  Customer Service Manager’s at the Directorate and Division Levels.
  Why:  customer service could be tracked more effectively, if all the Divisions were tracking customer service in the same manner.

We should continue with the Customer Service Focus Groups within the Divisions.
Why:  to build on the momentum of improving customer service that was started with a bang last year.

Make the IAO Customer Service Mandatory for our Team Members to Use.
After the Surveys start to take off, I plan to facilitate monthly team meetings to discuss Positive Feedback, and hopefully we will not receive any, but any Negative Feedback.
Most of us feel that we are always at our best, but our Customers may feel differently.
We need to identify any problem surveys, and make improvements to the Customers needs.

At this time I invite any questions from the Audience.
If there are no additional questions, this concludes my Level II PIP Presentation and I thank you all for coming.