This book includes a plain text version that is designed for high accessibility. To use this version please follow this link.
TABLE 45: Performance Indicator—Perception of ISP Improvements, See Full Report, Page 88


AOC also measured its client service performance by measuring perceived improvements in services delivered by AOC’s internal service providers (ISP). The informal target was that at least one-half of survey respondents would indicate having noticed service improvements. AOC had planned to conduct the ISP survey towards the end of calendar year 2013, but this plan was de-prioritized to fully support the development of AOC’s Customer Service Philosophy, which is one of the main strategies in this goal. AOC decided to postpone the ISP survey so that it can be aligned with the philosophy’s content. AOC will establish a new date and reoccurrence for the ISP survey in parallel with the deployment of the philosophy. The deployment and sustainment plan will dictate what new performance measures to develop and where to set their new targets. The ISP survey could potentially be only one of a series of indicators.


Future Strategy Efforts: For the agency’s Customer Service program, AOC will finalize the program plan, training plan and a video message to roll out the new philosophy and behaviors to all AOC employees. By the end of calendar year 2014, AOC will award a contract to develop the video message. The video will also be incorporated into the new employee orientation program as appropriate. AOC plans to award a contract for a customer service training program to be offered to all AOC employees as well. Development and launch of the training program is scheduled to be completed within calendar year 2014, with training continuing through the end of FY 2015. During FY 2015, AOC plans to design the Customer Service Philosophy Program performance indicators and start collecting measurement data.


Also, during FY 2015, AMMD plans to continue holding training sessions on the new Contracting Manual. Sessions will be planned to ensure that the manual’s contents are properly disseminated among all AOC staff that need the information.


AOC will also redesign the BSCSS delivery mechanism, re-evaluate its scope, and potentially run the new survey within FY 2015.


AOC will also look at conceptualizing, recharging, and reshaping its enterprise IT to provide AOC staff with modern equipment and business software to support them in their mission. As part of this effort, AOC will retire end-of-life equipment and regularly refresh aging technology within fiscal constraints.


 


SERVE • PRESERVE • INSPIRE


Beth Ahern


Gardener, U.S. Botanic Garden


Beth Ahern, Gardener at the U.S. Botanic Garden (USBG), stewards several outdoor displays including the USBG Children’s Garden. She consistently inspires the USBG staff through her everyday actions. Beth exemplifies the AOC’s Serve—Preserve—Inspire motto through her positive attitude and willingness to help others where and when needed. Beth finds the positive in every challenge and gathers support from coworkers to create positive team cohesion.

Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96  |  Page 97  |  Page 98  |  Page 99  |  Page 100  |  Page 101  |  Page 102  |  Page 103  |  Page 104  |  Page 105  |  Page 106  |  Page 107  |  Page 108  |  Page 109  |  Page 110  |  Page 111  |  Page 112  |  Page 113  |  Page 114  |  Page 115  |  Page 116  |  Page 117  |  Page 118  |  Page 119  |  Page 120  |  Page 121  |  Page 122  |  Page 123  |  Page 124  |  Page 125  |  Page 126  |  Page 127  |  Page 128  |  Page 129  |  Page 130  |  Page 131  |  Page 132  |  Page 133  |  Page 134  |  Page 135  |  Page 136  |  Page 137  |  Page 138  |  Page 139  |  Page 140  |  Page 141  |  Page 142  |  Page 143  |  Page 144  |  Page 145  |  Page 146  |  Page 147  |  Page 148  |  Page 149  |  Page 150  |  Page 151  |  Page 152  |  Page 153  |  Page 154  |  Page 155  |  Page 156  |  Page 157  |  Page 158  |  Page 159  |  Page 160  |  Page 161  |  Page 162  |  Page 163  |  Page 164  |  Page 165  |  Page 166  |  Page 167  |  Page 168  |  Page 169  |  Page 170  |  Page 171  |  Page 172  |  Page 173  |  Page 174  |  Page 175  |  Page 176  |  Page 177  |  Page 178  |  Page 179  |  Page 180  |  Page 181  |  Page 182  |  Page 183  |  Page 184