1. National Finance Center Customer Service Initiatives Mose Lindsay Chief, Payroll Processing Branch Government Employees Services Division

2. Customer Service Initiatives Streamlining to serve you better … –Call Center Customers calling variety of numbers for support Transitioning to one face/one voice Provide training/assistance Quality control assurance team Customer notification/communication DOTSE daily status reports One tracking and payment/adjustment system Certification for Call Center and Agents Customer Satisfaction Survey

3. DOTSE System Overview Request for Information Recertification

4. Customer Service Initiatives Working for you … –Special Payroll Processing System Web-based Version (SPPS Web) Agency ability to process additional pay adjustments Adding new functions Document Tracking System External Quick Service Request Indebtedness for separation only Death cases

5. Customer Service Initiatives Established Quality Control Staff –QA Testing –Coordinate Payroll/Personnel System training Knowledge Base System –Revitalizing content –Requesting customer input Tips of the Week

6. Customer Service Initiatives Training... When, where, and how you want it –Variety of training classes –Provides the opportunity to enhance the skill set of your employees –Agency-specific classes can be customized