Procurement Goes Surfing by RqNj93

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									                      Customer Service Website
                                 for
                     GSFC’s Technical Community


                                   September 2010

Professional Intern Program (PIP) – Level II        Presenter: Teresita Guevara Smith
Presentation Summary
            Introduction

            Background

               Why?

      Findings (Survey Results)

               T.A.P.

            Beneficiaries

              Conflicts

         Recommendations

          Closing Remarks


                                  2
CODE 210 Website




                   3
                    Introduction
The customer service website for GSFC’s Technical community will
be an online tool in which our customers can visit in order to have
access to Procurement information that will help them to better do
their job and to provide us with the accurate information we need
from them in order to do our jobs to the best of our ability.

The website will include such information as templates, samples,
standard forms, lead times, support service contract lists, help desk
and point of contact information, and frequently asked questions.

Think of how useful the 210 website is, and imagine such a website
for our technical community




                                                                        4
                    Background
                   Terms and Definitions

Customer Service Website
• Procurement’s customer service website’s main purpose
  is to lead customer service performance by providing
  information to the technical community through the
  world wide web.

Technical Community
• The technical community embodies Goddard’s
  Contracting Officer’s Technical Representative, Technical
  Representatives, Scientists, Engineers, Initiators and
  Resource Analysts.
                                                              5
                        Why?
As technology evolves so do
 people. Our world is slowly
     turning into a virtual
    workplace. In order, to
 maintain and to continue to
  provide superior customer
 service we must change the
  way information between
     Procurement and the
    Technical Community is
          translated.

                               6
7
• Ratings of                     • Personal
  current                          Interview
  services.            Sample                         Questionnaire
                                 • Email
• Employee                         Interview
  attitudes,                                       • 4 Research
  satisfaction   • 210                               Related
  levels, and      Procurement   • Internet
                                   Survey            Questions
  opinions.        Personnel

         Goal                        Methodology   • 1 Individual
                                                     Question




                                                                    8
      Survey Response Percentage

       5%   11%

32%
                                   Purchasing Agents
                                   Contract Specialists
                   53%             Contract Officers
                                   Contract Managers




                                                          9
 Do you think Goddard’s Technical Community
would benefit from a Customer Service Website?




                                            10
How much time in a standard work week would you say you spend on answering general
               inquires and questions from the technical community?




                        Survey Response Percentage

                                                                        Hours
                           16%                                           per
                                                 37%                    week

                                                                        1 to 3
              26%                                                       3 to 5
                                                                        5 to 7
                                     21%                                8+




                                                                                 11
            FAQs received from Goddard’s Technical Community
       (General inquires and questions from the technical community?)



                  What is included in the PR Package?
            Standard Forms (NF1707 and GSFC 23-59)?
           Technical Evaluation/SOW/JOFOC Guidance?


Process after submitted PR Package?                      Support Service
                   PALT Times?                           Contract Usage?


                                                             Why, synopsize?
 Potential Value left
                                                         How can I speed this up?
         and               Surveillance Plans and in-
                          house estimate instructions?   Correct up-to-date forms?
  Options Timeline
                                                          How to find CCR register
  on the Contract?
                                                                business?

                                                                                     12
                                                                                          Support Service Contract
 Templates & Samples            Standard Forms               Procurement Action Lead
                                                                                                   Lists                 Procurement Help Center
                                                                     Times


210 Procurement Operations


     Welcome to the customer service website
     for GSFC’s Technical community. You have
     entered into a online tool in which our
     customers can visit in order to have access
                                                                                                  Welcome Video!
     to up-to-date Procurement information that
     will help you to better do your job and to
     provide the Procurement Office with the
     accurate information we need in order to do
     our jobs to best of our ability.




           Submit
                                       FAQ’s
          Feedback                                                                                                                Hot Topic



                         + Privacy Policy and Important Notices                        Curator: Teresita Guevara Smith
                                                                                       NASA Official: Val Burr                         14
                                                                                       Last Updated: 9/9/2010
T.A.P.: The Technical Community’s Resource Tool


  Templates &
                           Standard Forms
    Samples
          SOW
  Technical Evaluation        GSFC FORM 23-59
   Cost/Price Analysis
      Sole Source
         JOFOC                NASA FORM 1707
         D&F
                                                15
  Procurement                  Support Service
Action Lead Times               Contract Lists
 Simplified
 • Milestone
                                  List of Major
 • Dollar Threshold
                                    Contracts


 Large Contracts
 • Milestone
                                     FAQs
 • Dollar Threshold
 • Competitive / Sole Source


                                                  16
Procurement Help Center
                        POCs
   Major Contracts & Supporting Procurement Office
          Certified COTRs and COTR Training
                   Do and Don'ts
                        FAQs
           Submit Procurement Questions
                        FAR
                Terms and Definitions

                                                     17
Who will benefit?

                     Technical
                    Community
  Procurement
   Community




                 Finance
                Community




    Procurement Efficiency
                and
          Productivity           18
                                              Conflict #1
                              Loss of Relationship
                              LESS dealing with
                             basic questions and
                                    issues




    MORE time to focus
    on the bigger issues
         & improve
        relationship

“ I believe our COTR’s are more inclined to seek us out for an in person answer vs. using an online portal. There
is a strong expectation, that we should know the answer.” – Survey Respondent
                                                                                                         19
                                          Conflict #2
            Exerting Energy without Reward
                                                                         Pro
                                                                         • 210 Website
                                                                         • Exert a little energy to
                                                                           save more time in the
                                                                           future
                                                                         • Build in Standardization




                                                   Con
                                                   • Some may not use site
                                                   • Could be unsuccessful




How do we know that this is not going to be another project that Procurement exerts energy on that has no
                                               reward?
                                                                                                      20
                            Will the Technical Community even use this site?
                         Conflict #3
                Keeping it Current
• PSST TEAM

• Learning Group to start a
  T.A.P. Committee

• New Procurement Analyst
  Position

• Direct “Funnel” Links
  between 210 Website and
  T.A.P.
                                       21
Recommendations




                  22
  Riding the waves and seeing where it takes us will
  not take the organization to the next level. In order
   to achieve greatness we must break through, and
   use our resources to explore new paths. It is only
 then can we access new opportunities, conquer over
            challenges and reap the reward.




I'm ready for procurement to go surfing, are you?
24

								
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