1. Update on Mariner Credentialing
Captain Anthony Lloyd
Commanding Officer
Officer in Charge of Marine Inspection (OCMI) Mariner Credentialing
USCG National Maritime Center

2. Credentialing Update Mariner Focus Performance Information
Future Plans

3. OCMI - Mission
Marine Transportation System – Safe, Secure and Sustainable
Issue credentials to qualified mariners
Effective and efficient processing
World Class Customer Service

4. Our Customers – World wide
Mariners – “First Dimension of the MTS”
Employers/Owners/Operators
Maritime Educators and Training Providers
Other Government Agencies (OGA)
Our operations have global impacts!
Mariners expect NMC to do our job in the same manner that we rely on them to do theirs.

5. NMC Range of Operations
Customer Service
Safety/Suitability, Medical, & Professional Evaluations
Course Approval & Auditing
Records Management
Examination Development/Proctoring
MCP Survey (94% satisfied w/NMC service SEPT 2011), Medical HelpDesk, STCW HelpDesk, Medical Info Bulletin was updated by CO NMC article submitted to Maritime Prof magazine. Will continue to update as opportunities arise or based on need. MWRI, ABS contracted to write new STCW questions

6. NMC Current Performance as of September 30, 2011
Total WIP Credential Inventory: 2,024
Throughput Ratio:
1.03
Average Net Processing Time: days
Total Credential Inventory Goal: 9,000 or less.
Throughput: We are putting out more than we are getting in. Which means we are eating into any excess inventory in the system i.e. Medical
NPT Goal: 30 days or less
93% credentials produced w/in 30 days

7. Applications More Complete
Mariner Performance
Applications More Complete
Mariners Responding back to NMC Faster for AI
Taking Examinations Faster
Increased use of Customer Service Tools (CSC, REC, Web)
Reminder about AI – Top Reasons for Delay (Only State if Needed)
1. Amplifying info from physician
2. Sea service
3. Incomplete application form
4. STCW assessments
5. Training certificates
First Aid/CPR Drug tests
7. Incomplete/missing CG-719K or K/E
Drug Testing documentation
Recency
Proof of vessel ownership

8. 20 Storefronts Regional Examination Centers: Customer Service
Prescreen Applications
Administer Exams
Course Oversight

9. Improved Mariner Information Services
“One Voice”
Mariner Information Division Restructured into 4 Branches
Records Management Branch
Mariner Record Caretakers
Mariner Credential Application In-Processing & MMC Production
Data Management Branch
MMLD System Managers
Correspondence Branch
Unit Entry & Exit Point for all Written Customer Correspondence (General/FOIA/Congressional)
Customer Service Branch
Customer Service Center (1-888-IASKNMC)
Issue Resolution Team
Web Site Manager
Customer Outreach
Records Management Enhancements – easier to find your record MMLD – System Enhancements to see mariner Behavior more clearly
Major correspondence revisions
Customer Service - Creating a “mobile kiosk” capability
Outreach Tools – Storefronts, Website Tools, CSC, List Server

10. Visit our Website http://uscg.mil/nmc/
768,928 visits in 2010 from 194 different countries
6:50 Avg time spent on site
NMC website provides mariners with…
Application Status
Program information/How to apply for a credential
Credential Verification

11. Customer Service Center
243, 375 Contacts in 2011
195,558 Calls
47,817 s
Handle 95+% of all contacts within the call center
Highest Contact activity – March ,332 total
20 call center personnel with over 24 months experience – very stable
Hours 8am – 8pm EST M-F
1 888 I ASK NMC ( )
Mariners can get to an evaluator when necessary and often do.

12. Sign up for NMC info at www.uscg.mil/nmc
The Coast Guard List Server provides information on credentialing services via . To receive information you must subscribe to specific mailing lists. Messages sent to that mailing list are then delivered to your address. To stop receiving a mailing list you can simply unsubscribe from it. All mailing lists are free of charge. The mailing lists cover:
Mariner Credentialing Program Information
Mariner Medical Information
Mariner Courses & Training

13. Current & Future Efforts
STCW Implementation
Increased customer outreach
Prominent posting of revised checklists
More robust FAQs on website
Towing Vessel Regulations (NCOE Homeport site)

14. www.uscg.mil/nmc 888.427.5662 iasknmc@uscg.mil
Future reality
Long term stabilization ….
We will build a mariner credentialing system based upon modern capabilities.

15. Questions ?