Customer Service Dawn Canty-Saunders Denise Navarro Gina Visnansky

2 Conference ‘10 Overview  Order Process How We Process Information Validation  Quality Assurance / Customer Satisfaction Daily Surveys Annual Survey  New Features RFQ Tool – Credit Card Live Chat Ticketing

3 Conference ‘10 Washington Technology - on SEWP Customer Service  Contract: SEWP IV Agency : NASA When : Awarded March 2007 to 38 companies. Why it is important : The SEWP program has become a gold standard in the government for customer service, and the managers running the contract see both agencies and their contractors as customers. The focus on service has helped SEWP survive and thrive into its fourth generation.  game-changers.aspx?sc_lang=en game-changers.aspx?sc_lang=en

4 Conference ‘10 Order Process

5 Conference ‘10 Order Process Overview Log Order (Q-App) Order Arrives - Acknowledge - Attach checklist Pre-screen/ Classify - Ready? * Route Order Process Order Assign ‘Received’ Status Populate Checklist Focus on: - attachment - contract holder - Agency * Re-check: - attachment - contract holder - Agency - handover - critical check - handover - critical check - handover - critical check * * * Start

6 Conference ‘10 Step 1: Order Entry

7 Conference ‘10 Step 2: Confirming Information

8 Conference ‘10 Step 3: Selecting Attachment / File

9 Conference ‘10 Step 4: Confirming information

10 Conference ‘10 Step 5: Re-confirming attachment

11 Conference ‘10 Step 6: Order Submission

12 Conference ‘10 Order Evolution & Tracking

13 Conference ‘10 Quality Assurance

14 Conference ‘10 Quality Assurance of Orders  Ensure proper handling at each phase of order processing  Quality check for completeness / thoroughness  Validate ‘checkpoints’ at critical intervals

15 Conference ‘10 Daily Customer Surveys  Random selection of 10 orders throughout the day  Call customer with 6 questions: Did you receive your order? How would you rate your overall experience with the contract holder? How would you rate your overall experience with SEWP? What is the main reason that you use the SEWP contracting vehicle? Would you recommend the use of the SEWP contract to a colleague? Do you have any additional comments you’d like to share about your SEWP experience?  Referrals / Action Items  Metrics

16 Conference ‘ Annual Survey  Notification to all in May  5-10 minutes  Online survey with < 25 questions  Share your perspectives on the SEWP program and offerings  Data used to continuously improve operations!

17 Conference ‘10 New Features

18 Conference ‘10 New SEWP Features!!!!  RFQ Credit Card Ordering  Help Desk Operations  Live Chat

19 Conference ‘10 Credit Order via RFQ Tool

20 Conference ‘10 Credit Order via RFQ Tool

21 Conference ‘10 Chat/Ticketing Process Overview Customer initiates Chat Customer initiates Chat CSR captures Acknowledge Categorize Chat Categorize Chat Elevate? Open Ticket Open Ticket Follow up With Assignee (if elevated) Follow up With Assignee (if elevated) Update ticket With Resolution Update ticket With Resolution Close Add to FAQ? Provide to KB Manager Provide to KB Manager Perform follow-up survey Perform follow-up survey End Send transcript of chat (customer option) Assign to: - Member of SEWP team Assign to: - Member of SEWP team Provide Feedback/Solution Provide Feedback/Solution No Yes No Yes Non-’chat’ entry points for tickets: - Daily surveys - Help s - Phone calls - Order/RFQ issues Non-’chat’ entry points for tickets: - Daily surveys - Help s - Phone calls - Order/RFQ issues Accepted? Yes No

22 Conference ‘10 Summary of Support Provided  Order Processing  Customer Assistance/Support  Contract Holder Guidance  Quality Assurance  Customer Feedback  Help Desk / Problem Resolution

23 Conference ‘10 Contact Us  Helpline:  Fax orders to:  orders to:  for general info (customer):  for general info (contract holder):  for issues/ questions (contract holders):