Client Management Services

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Client Management Services

• Dawn McGowan, Associate Director
• Client Management DirectorateGovernment
  Employees Services Division

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NFC Customer Service Philosophy
View the organization through the eyes of the
customer

• Structure organization around customer service
• Manage more effectively
• Reduce costs
• Improve service delivery

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Client Management Services
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Strategies for Providing Quality Customer Service

• Promote the efficiency and productivity of
  service delivery through improved processes
• Develop and execute communication plan focused on
  creating 2 way exchange between customers and NFC
  
• Seek partnership opportunities to fill gaps in
  expertise, capacity, and flexibility for enhanced
  service delivery
• Oracles HCM Warehouse User Productivity Kit
• Kronos webTA Time Attendance System
• Enhance the effectiveness of services by
  leveraging industry best practices and meeting
  quality goals
• Lean Six Sigma

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Roadmap for Delivering Quality Customer Service

• Develop standardized customer service policy and
  procedures
• Create, deliver, and manage customer surveys
• Capture and report on customer satisfaction
  results

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Future Goals

• Expand outreach and business development
• Establish formal customer relationship management
  program
• Restructuring of user/work groups

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NFC is Customer-Centric
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Contact Information for Client Management Groups

• customer.support_at_usda.gov