FY02 ASA Presentation Provide Administrative Support 2

1
FY02 ASA Presentation Provide Administrative
Support (2)

• Presented by Genia Bohrer
• Office of Research Services
• National Institutes of Health
• 18 November 2002

2
Table of Contents

• Main Presentation
• ASA Template ...4
• Customer Perspective...5
• Customer Segmentation ...7
• Customer Satisfaction..13
• Unique Customer Measures...16
• Internal Business Process Perspective
  .21
• Service Group Block Diagram.22
  
• Process Measures24
• Learning and Growth Perspective..3
  2
• Conclusions from Turnover, Sick Leave, Awards,
  EEO/ER/ADR Data33
• Analysis of Readiness Conclusions
  ...34
• Financial Perspective...35
• Unit Cost.36
• Asset Utilization.37
• Conclusions and Recommendations.38
• Recommendations41

3
Table of Contents

• Appendices
• Page 2 of your ASA Template
• Customer segments graphs
• Customer satisfaction graphs
• Block diagram
• Process maps
• Learning and Growth graphs
• Analysis of Readiness Information
• Asset Utilization Graphs
• Unique Measures

4
(No Transcript)
5
Customer Perspective
6
Customer PerspectiveCustomer Objective
Measures
7
Customer Perspective Customer Objective
Measures
8
Customer Perspective DS 1 Develop ORS Policies
and Procedures Objective Increase
Understanding of Customer Base
Presentations
Manuscripts
Measure Customer Segmentation
9
Customer Perspective DS 2 Handle Ethic
IssuesObjective Increase Understanding of
Customer Base
Ethics Issues by Offices/Divisions
OGE 450 Filers
Measure Customer Segmentation
10
Customer Perspective DS 5 Conduct and
Coordinate Administrative ReviewsObjective
Increase Understanding of Customer Base
Management Control Reviews
1/3
1/3
1/3
Measure Customer Segmentation
11
Customer Perspective DS 7 Respond to FOIA and
Privacy Act RequestsObjective Increase
Understanding of Customer Base
FOIA Requestors
Privacy Act Requestors
Measure Customer Segmentation
12
Customer Perspective DS 7 Respond to FOIA
and Privacy Act RequestsObjective Increase
Understanding of Customer Base
FOIA by Offices/Divisions
Privacy Act by Offices/Divisions
Measure Customer Segmentation
13
Customer Perspective Customer Objective
Measures
14
Customer Perspective DS 2 Handle Ethic
IssuesObjective Increase Customer Satisfaction
Measure Ratings from the ORS Customer Scorecard
15
Customer Perspective DS 2 Handle Ethic
IssuesObjective Increase Customer Satisfaction
Competence
Measure Ratings from the ORS Customer Scorecard
16
Customer Perspective Customer Objective
Measures
17
Customer Perspective DS 2 Handle Ethic
Issues Objective Increase Compliance with
EthicsRegulations/Policies
New Employee (EOD) Training by Offices/Divisions
Target for FY03
Measure Small Group Training
18
Customer Perspective DS 2 Handle Ethic
IssuesObjective Increase Compliance with
EthicsRegulations/Policies
321 OGE 450 filers Computer-based Training by
Module (See Appendices for Definition of
Modules)
Target for FY03 Increase computer-based Training
by 5 of non OGE 450 Filers
The 321 OGE 450 Filers are able to take more
than one Module
Measure Computer-based Training
19
Customer Perspective Customer Objective
Measures
20
Customer Perspective Objective Serve as a
Single Source Contact for our Discrete Services
Inquiries Received by Offices/Divisions for a 2
Month Period
Inquiries Received by Topic for a 2 Month Period
Measure Sample Survey of Offices/Divisions Using
our Services (Presumably as a Single Source)
21
Internal Business Process Perspective

• Increase Understanding of Processes
• Identify Methods to Measure Processes

22
Service Group Block Diagram Provides
Administrative Support
Internal Business Process Perspective
23
Internal Business Process PerspectivePerformanc
e Objective and Measure for the Discrete Service
24
Internal Business Process PerspectivePerformance
Objective and Measure for the Discrete Service
25
Internal Business Process PerspectiveObjective
Improve Revision Process for NIH/ORS Policies

• FY03 New Measure Track Number of Revisions
  Before Policy is Submitted in Final Format to OMA

26
Internal Business Process PerspectivePerformance
Objective and Measure for the Discrete Service
27
Internal Business Process PerspectiveObjective
Increase Employee Knowledge and Awareness of
Ethic Issues
New Employees (EOD) Training Target for FY03
Computer-based Training Target for
FY03 Increase computer-based Training by 5 of
non OGE 450 Filers
Measure Track Number of Employees Trained in
Ethics Awareness and Measure Retention
28
Internal Business Process PerspectivePerformance
Objective and Measure for the Discrete Service
29
Internal Business Process PerspectiveObjective
Develop Baseline Data on Management Controls

• FY03 New Measure Track Number of Policies
  Up-to-Date and Analyze Effectiveness of
  Management Controls Associated with them

30
Internal Business Process PerspectivePerformance
Objective and Measure for the Discrete Service
31
Internal Business Process PerspectiveDS 7
Respond to FOIA RequestsObjective Increase
FOIA Awareness
Response Time to FOIAs
Each Color Represents a Single FOIA There are a
Total of 39 FOIAs for FY02
27 lt 50 Days
10 gt 50 Days
2 gt 100 Days
Response Time in Days
Measure Track Response Time to Measure Adherence
to FOIA Regulation
32
Learning and Growth Perspective

• Enhance Quality of Work Life for Employees in ORS
• Maintain and Enhance Competencies for the Future
  Organization

33
Learning and Growth Perspective

• Zero Turnover
• Appropriate Amount of Sick Leave Used
• Every Employee Received an Award
• No EEO Complaints, ER Cases, or ADR Cases

34
Learning and Growth PerspectiveAnalysis of
Readiness Conclusions

• Need to Increase Service Supply to Meet New
  Demand
• Introduce/Adopt New Workflow Technology Including
  Document Scanning and Image Management (to
  Improve Performance by Optimizing Individual
  Efforts)
• Assess Current Employee Skills Against Current
  and Future Office Needs, Prepare Gap Analysis and
  Develop Annual Training Plan
• Take Advantage of Free Government Training in
  Ethics and Other Areas
• Utilize Contracting Opportunities Use Outside
  Contractors for Training Coordination Efforts and
  for Technology Improvements

35
Financial Perspective
36
Financial Perspective Unit Cost Measures

• DS 1 Develop ORS Policies and Procedures
• Unit Cost Approximately 297
• DS 2 Handle Ethics Issues
• Unit Cost Approximately 68 Per ORS Employee
  Per Year
• DS 5 Conduct and Coordinate Administrative
  Reviews
• Unit Cost Approximately 340 Per Review
• DS 7 Respond to FOIA and Privacy Act Requests
• Unit Cost Approximately 36 Per FOIA

37
Financial PerspectiveAsset Utilization Measures
38
Conclusions and Recommendations
39
Conclusions and Recommendations Conclusions
Good News

• We have Proven that we are Effective Efficient
• Our Customers Indicated on our Score Card for
  Discrete Service 2 (Ethic Issues) that our
  Services are Important to them and they are
  Satisfied. We had a Particularly High Vote of
  Confidence in our Competence.
• Our Employees have not Experienced any
  Administrative Sanctions or Criminal Penalties as
  a Result of Non Compliance to Applicable Laws and
  Regulations
• ORS has not Lost Credibility or Funding as a
  Result of Non Compliance to Applicable Laws and
  Regulations

40
Conclusions and Recommendations Opportunities
for Improvement

• Increase Document Tracking Time to Measure
  Efficiency of Processes
• Utilize OQM Resources to Develop Performance
  Management Systems
• Ensure Complete Cooperation from Entire Team and
  Measure Performance

41
Conclusions and Recommendations
Recommendations

• Team Plans to Implement Change
• Documentation (Tracking Efforts)
• Update Discrete Services to Account for Other
  Functions in Addition to our Current Discrete
  Services
• Reorganizations
• Records Management
• Other initiatives Employee Suggestions,
  Telework and Plain Language

42
Conclusions and RecommendationsRecommendation
s

• Obtain Necessary Resources (Contractual Support,
  Technology, and/or FTE)
• One Consultant for the Entire ASA Process
• Raised the Bar on Staff Expectations and Improved
  Cohesive Relationships with our Customers
• Team Building

43
Appendices
44
Appendices

• Include the following
• Page 2 of your ASA Template
• Customer segments graphs
• Customer satisfaction graphs
• Block diagram
• Process maps
• Learning and Growth graphs
• Analysis of Readiness Information
• Asset utilization graphs
• Unique measures graphs

45
AppendicesPage 2 of ASA Template
46
AppendicesCustomer Segments Graphs
Presentations
Manuscripts
FY 02 450 Filers
Ethics
47
AppendicesCustomer Segments Graphs
Management Control Reviews
FOIA Requestors
1/3
1/3
1/3
Privacy Act Requestors
FOIA by Division
48
AppendicesCustomer Segments Graphs
Privacy Act by Division
Small Group Training
49
AppendicesCustomer Segments Graphs
Inquiries by Division
Computer Base Training
Inquiries by Topic
50
AppendicesCustomer Satisfaction Graph
Competence
51
AppendicesBlock Diagram
52
AppendicesProcess Maps
53
AppendicesProcess Maps
54
AppendicesProcess Maps
55
AppendicesProcess Maps
56
AppendicesLearning and Growth Graphs
57
AppendicesLearning and Growth Graphs Service
Group Turnover Rate (Oct 2001 - June 2002)
58
AppendicesLearning and Growth Graphs Service
Group Sick Leave Used (Oct 2001 - June 2002)
59
AppendicesLearning and Growth Graphs Service
Group Awards (Oct 2001 - June 2002)
60
AppendicesLearning and Growth Graphs Service
Group EEO Complaints (Oct 2001 - June 2002)
61
AppendicesLearning and Growth Graphs Service
Group ER Cases (Oct 2001 - June 2002)
62
AppendicesLearning and Growth Graphs Service
Group ADR Cases (Oct 2001 - June 2002)
63
AppendicesAsset Utilization Graphs
64
AppendicesUnique Measure Ethics
Computer-based Training

• See Page 18
• Definition of Modules
• Module 1 Official Duty Activities Outside
  Activities
• Module 2 Procurement Activity
• Module 3 Seeking Other Employment
  Post-employment Restrictions
• Module 4 Gifts from Outside Sources
• Module 5 Misuse of Position
• Module 6 Hatch Act Political Activity
• Module 7 Gifts Between Employees
• Module 8 Intramural/Extramural Collaboration