Customer Relationship Management

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Customer Relationship Management
Penny ForbesAssociate Director, eGovGovernment
Employees Services Division
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Customer Relationship Management

• Listening to you
• User Groups
• Service Level Agreements
• Escalation Processes
• Customer Notifications
• Customer Feedback Mechanisms

• Working for you
• Team Model
• Product Management
• Customer Training
• Focus Groups

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Customer Relationship Management

• User Groups
• Committee for the Agriculture Payroll/Personnel
  System - CAPPS
• Work Groups Revived
• TA Work Group
• FESI Work Group
• EPIC Work Group
• Reports Work Group Convened March 2007
• EmpowHR Work Group To be established
• Pay Engine Advisory Group To be established

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Customer Relationship Management

• Service Level Agreement Performance Metrics
• Validation of system changes
• Implementation of system changes within scheduled
  date
• Timely communications regarding system
  availability and processing schedules
• Resolution of inquiries on first call to PPS Call
  Center
• Service Levels of PPS Call Center
• Template to be posted on NFC Web site
  (www.nfc.usda.gov).

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Customer Relationship Management

• Escalation Process
• Review of current process
• Posted to NFC Home Page on May 1, 2007
• Updated on June 1, 2007

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Customer Relationship Management

• Customer Notifications
• Structured notification process began in
  December 2005
• Notifications forwarded
• 2006 - 147
• 2007 - 111
• Content ranges from system downtime (no action
  needed) to child support routing and accounting
  number changes actions needed for the Primary
  Computing Facility testing

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Customer Relationship Management

• Customer Feedback Mechanisms
• Call Center pulse checks
• Quarterly customer site visits
• CSO interactions with customers
• Targeted surveys In process

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Customer Relationship Management

• Listening to you
• User Groups
• Service Level Agreements
• Escalation Processes
• Customer Notifications
• Customer Feedback Mechanisms

• Working for you
• Team Model
• Product Management
• Customer Training
• Focus Groups

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Customer Relationship Management

• Customer Relationship Management Teams
• Customer centric vs. function centric
• Model established 2005
• Multiple Teams with varying number of members
• Support includes
• Problem resolution
• Communication of vital information
• Ensure NFC initiatives in parallel with
  customers mission

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Customer RelationshipManagement

• Product Management
• Functional Requirements Document
• Functional Requirements Document required with
  every agency-specific request
• Project tracking on Reporting Center
• Increased visibility of project status
• Date received, Interagency Agreement signed and
  approved, planned implementation date, and actual
  implementation date, etc.

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Customer Relationship Management

• Customer Training
• Numerous training classes available
• Security Officers Training
• Agency Security Officers Users Group Meeting this
  week
• Reviving Semi-Annual Customer Orientations
• www.nfc.usda.gov

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Customer Relationship Management

• Focus Groups for EmpowHR 9.0
• Can participate if current customer or if
  commitment via Letter of Intent or Interagency
  Agreement
• Opportunity to include agency specific
  requirements
• Kickoff June 2007
• Fit Gap sessions July through October 2007
• Planned implementation June 2008
• www.empowhr.gov

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Customer Relationship Management

• Hearing from you
• customer.support_at_usda.gov