FIGURE 30 Key Performance Indicator Results Achieved for Provide Extraordinary Services
0 1 2 3 4
STRATEGY
Regularly administer and refine, as appropriate, customer satisfaction surveys for each major line of business in the AOC.
3 2 2
Enhance the AOC’s ability to understand and respond to customer needs and enhance the customer experience.
STRATEGIC INITIATIVE
Enhanced customer service analytics
Customer experience program Mobile wayfinding pilot
Target Met
Target Not Met Total KPIs: 4
Under Review Analysis of FY 2019 Results
Strategic Objective 1.0: Demonstrating our expertise while exhibiting responsiveness, ownership and courtesy to all internal and external customers
This strategic objective ensures outstanding customer service to the AOC’s internal and external stakeholders. The AOC has two supporting strategies and three strategic initiatives to meet this strategic objective. The first strategy requires the agency to administer customer satisfaction surveys regularly for each major line of business. The customer satisfaction surveys provide insight into how the AOC’s clients view the services provided by the AOC. In FY 2019, the AOC conducted a Customer Satisfaction with Projects survey. See Figure 31 for the schedule of the AOC’s customer satisfaction surveys for FY 2019 and the remaining two years of the agency’s Strategic Plan.
The AOC introduced a second strategy in FY 2019. This strategy seeks to improve the AOC’s ability to understand and respond to customer needs and enhance the customer experience. Strategic initiatives to establish an AOC customer experience program and develop a pilot mobile wayfinding system for the visiting public support this strategy.
FIGURE 31 FY 2019–FY 2021 Customer Satisfaction Survey Schedule
2019 2020 2021 Peer Satisfaction CVC Customer Satisfaction
Customer Satisfaction with Projects
Facility Management Customer Satisfaction
66 Section II • Performance Information
The AOC met two of the four KPIs associated with this strategic objective in FY 2019. The AOC did not measure two of the KPIs — those associated with service request work order timeliness (ES KPI 2) and favorability ratings for peer customer satisfaction (ES KPI 3) — while the agency made improvements to the measurement of these two indicators this fiscal year.
Customer Satisfaction with Projects (ES KPI 1)
This annual KPI measures customer satisfaction with AOC-led design services and construction management to ensure the AOC delivers the best product to its customers. A customer satisfaction survey following the completion of projects provides the data for this KPI. In FY 2019, the AOC conducted 36 project surveys, including surveys related to the design services for the Senate Office Buildings’ gift shop renovation, exterior stone repair and roof replacement at the U.S. Botanic Garden and restroom renovation in the Longworth House Office Building. The target for this KPI is a 90.0 percent satisfaction rating.
In FY 2019, the AOC achieved a 95.2 percent satisfaction rating on the completed project surveys. This is the highest rating the AOC received in three years and the 10th year in a row where the AOC has met or exceeded its goal — see Figure 32. This fiscal year, the AOC implemented a redesigned survey that incorporated questions and themes aligned to attributes with the Maintain Awe-Inspiring Facilities goal. The new post-project survey scored questions linked to schedule, budget, quality, safety, minimized disruptions and collaboration. The free text field solicited recommendations for improvement that the AOC used to develop process adjustments improvements for future work.
Service Request Work Order Timeliness (ES KPI 2)
This annual KPI demonstrates the AOC’s commitment to provide timely service to all stakeholders by responding quickly and thoroughly to requests that impact members of Congress, the Library of Congress, Supreme Court staff, AOC colleagues and the visiting public. Service request work orders are ad hoc requests that provide specific services to building occupants
ARCHITECT OF THE CAPITOL
Number of KPIs
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