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The Provide Extraordinary Services strategic goal addresses the AOC’s client service mission. The AOC conducts annual multijurisdictional exercises to identify preparedness strengths and opportunities for improvement.


Strategic Goal 2 Provide Extraordinary Services


GOA L DESC RIP T ION


We support our prestigious occupants in their critical mission to govern our country. We fulfill the journey of visitors from across our nation and around the world to celebrate and discover the center and symbol of American democracy. Our internal and external services are equally essential in the successful fulfillment of our mission, values and vision.


This strategic goal fosters an organizational culture where AOC employees take ownership of client needs and proactively coordinate with service providers to resolve issues. Under this goal, the term “client” includes members of Congress, their staff and constituents; visitors to Capitol Hill; employees of other federal agencies; and AOC employees. The goal includes one strategic objective supported by two strategies. In addition, the goal includes three strategic initiatives. Table 13 defines the


2019 PERFORMANCE AND ACCOUNTABILIT Y REPORT


types of customer services associated with this strategic goal. The AOC monitored four KPIs for this strategic goal in FY 2019, summarized in Figure 30.


TABLE 13 Customer Types Associated with Provide Extraordinary Services Strategic Goal


CUSTOMER TYPE DESCRIPTION


Client/Tenant Customer Services


Client services include normal and special request services provided to internal clients, the public and other constituencies. A service call, written request or technician work order typically initiates normal client services (e.g., painting services, deliveries and picture framing). Client services also include special event support (e.g., presidential inauguration) and the biennial election year office moves.


Visitor Customer Services


Visitor services include the AOC efforts to provide a welcoming, informative and inspiring experience for Capitol campus visitors. The AOC provides public tours, training, exhibitions and lectures to enhance the visitor experience and manages restaurant and gift shop operations.


Internal Customer Services


The AOC has many collaborative partnerships among its business units and works as a team that aspires to provide extraordinary services to one another. Internal customer services may include human resources, contracting and procurement, information technology, security and safety.


Performance Information • Section II 65


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