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.