1. CUSTOMER SERVICE PART II1 MANAGEMENT OPERATIONS DIRECTORATE PROCUREMENT OPERATIONS DIVISION PROCUREMENT OPERATIONS DIVISION INDUSTRY ASSISTANCE OFFICE/CODE 210 MALORES PRIDGEON LEVEL II PIP MARCH 18, 2004

2. CUSTOMER SERVICE PART II2 AGENDA REVIEW FINAL RECOMMENDATIONS

3. CUSTOMER SERVICE PART II3 REVIEW CUSTOMER SERVICE PART 1 NATIONAL PERFORMANCE REVIEW ENDING BIG GOVERNMENT INFORM COWORKERS AND PEERS OF EO 12862

4. CUSTOMER SERVICE PART II4 REVIEW EO 12862 ENDORSED -- BY CURRENT ADMINISTRATION THIS MEANS WE ARE TO STILL ABIDE BY ALL CUSTOMER SERVICE STANDARDS SET FORTH IN EO 12862 PROVIDE THE HIGHEST LEVEL OF CUSTOMER SERVICE TO BOTH OUR INTERNAL AND EXTERNAL CUSTOMERS TRACK CUSTOMER SERVICE STANDARDS BY SURVEYING OUR INTERNAL AND EXTERNAL CUSTOMERS

5. CUSTOMER SERVICE PART II5 REVIEW A CENTER-WIDE ANNOUNCEMENT WAS SENT OUT ON MARCH 3, 2003. THE ANNOUNCEMENT WAS TO PROVIDE A WEB- SITE ADDRESS WHERE ALL GSFC CIVIL SERVANTS AND NON-CIVIL SERVANTS COULD VIEW EO 12862.

6. CUSTOMER SERVICE PART II6 REVIEW CUSTOMER SERVICE/CUSTOMER SATISFACTION AT NASA CENTERS OFFICE OF EXTERNAL AFFAIRS EACH CENTER HAS AN OFFICE, WITH THE EXCEPTION OF GSFC

7. CUSTOMER SERVICE PART II7 REVIEW CUSTOMER SERVICE AT NASA THE PARTNERSHIP FOR PUBLIC SERVICE AND AMERICAN UNIVERSITY’S INSTITUTE FOR THE STUDY OF PUBLIC POLICY IMPLEMENTATION RELEASED RESULTS NOVEMBER 2003, FROM A SURVEY OF OVER 100,000 FEDERAL GOVERNMENT EMPLOYEES. THE BEST PLACES TO WORK NASA RANKED AS ONE OF THE THE BEST PLACES TO WORK AMONG ALL FEDERAL AGENCIES. (HTTP://WWW.BESTPLACETOWORK.ORG)

8. CUSTOMER SERVICE PART II8 REVIEW CUSTOMER SERVICE IN CODE 200 CUSTOMER SERVICE RELATIONS MANAGER/CODE 293 TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE DIVISION ODIN CUSTOMER SERVICE/OUTREACH OFFICE TRACKS ALL CUSTOMER SERVICE RELATED ISSUES REGARDING ODIN SERVICE CUSTOMER SERVICE OFFICE/220 TRACKS ALL CUSTOMER SERVICE ISSUES WITHIN THE FACILTIES DIVISION CUSTOMER SERVICE QUESTIONNAIRE (http://gsfc- aphrodite.gsfc.nasa.gov/220/quest.html)http://gsfc- aphrodite.gsfc.nasa.gov/220/quest.html SNOW REMOVAL EVALUATION FORM (http://gsfc- aphrodite.gsfc.nasa.gov/220/snow/snowplan.htm)http://gsfc- aphrodite.gsfc.nasa.gov/220/snow/snowplan.htm CUSTOMER SERVICE CODE 200 FOCUS GROUP

9. CUSTOMER SERVICE PART II9 REVIEW CUSTOMER SERVICE IN CODE 210 IAO SMALL BUSINESS CONFERENCE SURVEYS CODE 210 WEB-SITE ENHANCEMENTS

10. CUSTOMER SERVICE PART II10 REVIEW AS PART OF AN EFFORT TO PROVIDE CONTINUED QUALITY CUSTOMER SERVICE TO OUR CUSTOMERS, THE IAO WILL SHOWCASE THEIR NEW WEB-SITE THIS YEAR. ONE NEW FEATURE WILL BE ADDED, A CUSTOMER SERVICE SURVEY. THE SURVEY WILL TRACK ALL SERVICES PROVIDED BY THE IAO.

11. CUSTOMER SERVICE PART II11

12. CUSTOMER SERVICE PART II12 REVIEW INDUSTRY ASSISTANCE OFFICE STAFF SMALL BUSINESS SPECIALIST PROCUREMENT ANALYST ADMINISTRATIVE SPECIALIST

13. CUSTOMER SERVICE PART II13 RECOMMENDATIONS CODE 200 CUSTOMER SERVICE MANAGER CONTINUE CUSTOMER SERVICE WORKING GROUP ACTIVTIES CUSTOMER SERVICE ON-LINE SURVEY