special events or other jobs for AOC’s clients. In FY 2014, AOC completed nearly 82,000 service request work orders on time out of 88,000 received during the year, a timeliness completion rate of 92.9 percent. An additional 6,000 service request work orders were completed in FY 2014, albeit late, bringing the total completion rate to 99.8 percent. This result continues to demonstrate the dedication of AOC trades to provide extraordinary service to clients and to strive to meet the agressive 90 percent timeliness rate target. Table 42 and Figure 58 provide the six-year trend in timeliness. Fiscal Year 2008–FY 2011 figures represent completion rates whereas FY 2012–FY 2014 represent completion within the planned cycletime.


AOC previously tracked performance against this objec- tive by measuring customer satisfaction levels as captured in the BSCSS. This survey measured service delivery areas, such as cleanliness and building conditions. The survey was conducted on an annual basis between FY 2002 and FY 2010, at which point it was temporarily suspended—results were rather consistent and building occupants were starting to show signs of survey fatigue. AOC redesigned the approach by shifting to a biennial cycle, simplifying the questions, and designing a completely new and innovative delivery mechanism that would enable AOC to establish a very customer-centric follow-on program. As a result of the re-design, no survey was conducted in FY 2012. While AOC originally scheduled the deployment of its BSCSS for the summer of 2014, the timing was not convenient for customers since it interfered with a congressional recess during an election year. AOC has revised its survey schedule to deploy it biennially in non-election years, thus increasing the convenience of the survey for our customers. Table 44 and Figure 59 show survey results.


TABLE 43: Performance Indicator—BSCSS Overall Customer Satisfaction Results, See Full Report Page 87


TABLE 44: Building Services Customer Satisfaction Survey Results, See Full Report Page 87


FIGURE 59: Building Services Customer Satisfaction Survey Results, See Full Report Page 87

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