1. 1 FY02 ASA Presentation Provide Administrative Support (2) Presented by: Genia Bohrer Office of Research Services National Institutes of Health 18 November 2002

2. 2 Table of Contents Main Presentation ASA Template ……………………………….………………………………..4 Customer Perspective……………………….………………………………..5 Customer Segmentation …………………….……………………………………..7 Customer Satisfaction……………………….…………………………………….13 Unique Customer Measures………………….…………………………………..16 Internal Business Process Perspective…………………………………….21 Service Group Block Diagram…………………………………………………….22 Process Measures…………………………………………………………………24 Learning and Growth Perspective…………………………………………..32 Conclusions from Turnover, Sick Leave, Awards, EEO/ER/ADR Data………33 Analysis of Readiness Conclusions……………………………………………...34 Financial Perspective………………………………………………………...35 Unit Cost…………………………………………………………………………….36 Asset Utilization…………………………………………………………………….37 Conclusions and Recommendations……………………………………….38 Recommendations…………………………………………………………………41

3. 3 Table of Contents Appendices Page 2 of your ASA Template Customer segments graphs Customer satisfaction graphs Block diagram Process maps Learning and Growth graphs Analysis of Readiness Information Asset Utilization Graphs Unique Measures

4. 4

5. 5 Customer Perspective

6. 6 Customer Perspective Customer Objective & Measures Objectives:Measures: Increase Understanding of Customer Base Customer Segmentation of the Discrete Services (DS): 1, 2, 5, & 7 Increase Customer Satisfaction Ratings from the ORS Customer Scorecard for DS 2 Increase Compliance with Ethics Regulations/Policies Small Group Training & Computer-based Training for DS 2 Serve as the Single Source of Contact on ORS-wide Administrative Processes Sample Survey of Divisions/Offices Rating us as a Single Source

7. 7 Customer Perspective Customer Objective & Measures Objectives:Measures: Increase Understanding of Customer Base Customer Segmentation of DS: 1, 2, 5, & 7 Increase Customer Satisfaction Ratings from the ORS Customer Scorecard for DS 2 Increase Compliance with Ethics Regulations/Policies Small Group Training & Computer-based Training for DS 2 Serve as the Single Source of Contact on ORS-wide Administrative Processes Sample Survey of Divisions/Offices Rating us as a Single Source

8. 8 Customer Perspective DS 1: Develop ORS Policies and Procedures Objective: Increase Understanding of Customer Base Presentations Measure: Customer Segmentation Manuscripts

9. 9 Customer Perspective DS # 2: Handle Ethic Issues Objective: Increase Understanding of Customer Base Ethics Issues by Offices/Divisions Measure: Customer Segmentation OGE 450 Filers

10. 10 Customer Perspective DS # 5: Conduct and Coordinate Administrative Reviews Objective: Increase Understanding of Customer Base Measure: Customer Segmentation Management Control Reviews 1/3

11. 11 Customer Perspective DS # 7: Respond to FOIA and Privacy Act Requests Objective: Increase Understanding of Customer Base Measure: Customer Segmentation FOIA RequestorsPrivacy Act Requestors

12. 12 Customer Perspective DS # 7: Respond to FOIA and Privacy Act Requests Objective: Increase Understanding of Customer Base Measure: Customer Segmentation FOIA by Offices/Divisions Privacy Act by Offices/Divisions

13. 13 Customer Perspective Customer Objective & Measures Objectives:Measures: Increase Understanding of Customer Base Customer Segmentations of DS: 1, 2, 5, & 7 Increase Customer Satisfaction Ratings from the ORS Customer Scorecard for DS 2 Increase Compliance with Ethics Regulations/Policies Small Group Training & Computer-based Training for DS 2 Serve as the Single Source of Contact on ORS-wide Administrative Processes Sample Survey of Divisions/Offices Rating us as a Single Source

14. 14 Customer Perspective DS # 2: Handle Ethic Issues Objective: Increase Customer Satisfaction Measure: Ratings from the ORS Customer Scorecard

15. 15 Customer Perspective DS # 2: Handle Ethic Issues Objective: Increase Customer Satisfaction Competence Measure: Ratings from the ORS Customer Scorecard

16. 16 Customer Perspective Customer Objective & Measures Objectives:Measures: Increase Understanding of Customer Base Customer Segmentations of DS: 1, 2, 5, & 7 Increase Customer Satisfaction Ratings from the ORS Customer Scorecard for DS 2 Increase Compliance with Ethics Regulations/Policies Small Group Training & Computer-based Training for DS 2 Serve as the Single Source of Contact on ORS-wide Administrative Processes Sample Survey of Divisions/Offices Rating us as a Single Source

17. 17 Customer Perspective DS # 2: Handle Ethic Issues Objective: Increase Compliance with Ethics Regulations/Policies New Employee (EOD) Training by Offices/Divisions Target for FY03 Measure: Small Group Training

18. 18 Customer Perspective DS # 2: Handle Ethic Issues Objective: Increase Compliance with Ethics Regulations/Policies *321 OGE 450 filers: Computer-based Training by Module (See Appendices for Definition of Modules) Measure: Computer-based Training *The 321 OGE 450 Filers are able to take more than one Module Target for FY03 Increase computer-based Training by 5% of non OGE 450 Filers

19. 19 Customer Perspective Customer Objective & Measures Objectives:Measures: Increase Understanding of Customer Base Customer Segmentations of DS: 1, 2, 5, & 7 Increase Customer Satisfaction Ratings from the ORS Customer Scorecard for DS 2 Increase Compliance with Ethics Regulations/Policies Small Group Training & Computer-based Training for DS 2 Serve as the Single Source of Contact on ORS-wide Administrative Processes Sample Survey of Divisions/Offices Rating us as a Single Source

20. 20 Customer Perspective Objective: Serve as a Single Source Contact for our Discrete Services Measure: Sample Survey of Offices/Divisions Using our Services (Presumably as a Single Source) Inquiries Received by Offices/Divisions for a 2 Month Period Inquiries Received by Topic for a 2 Month Period

21. 21 Internal Business Process Perspective Increase Understanding of Processes Identify Methods to Measure Processes

22. 22 Service Group Block Diagram: Provides Administrative Support Internal Business Process Perspective

23. 23 Internal Business Process Perspective Performance Objective and Measure for the Discrete Service DS:Objective:Measure: DS 1 Improve Revision Process for NIH/ORS Policies Track Number of Revisions Before Policy is Submitted in Final Format to OMA DS 2 Increase Employee Knowledge and Awareness of Ethic Issues Track Number of Employees Trained in Ethics Awareness and Measure Retention DS 5 Develop Baseline Data on Management Controls Track Number of Policies Up-to-Date DS 7 Increase FOIA AwarenessTrack Response Time to Measure Adherence to FOIA Regulation

24. 24 Internal Business Process Perspective Performance Objective and Measure for the Discrete Service DS:Objective:Measure: DS 1 Improve Revision Process for NIH/ORS Policies Track Number of Revisions Before Policy is Submitted in Final Format to OMA DS 2 Increase Employee Knowledge and Awareness of Ethic Issues Track Number of Employees Trained in Ethics Awareness and Measure Retention DS 5 Develop Baseline Data on Management Controls Track Number of Policies Up- to-Date DS 7 Increase FOIA Awareness Track Response Time to Measure Adherence to FOIA Regulation

25. 25 Internal Business Process Perspective Objective: Improve Revision Process for NIH/ORS Policies FY03 New Measure: Track Number of Revisions Before Policy is Submitted in Final Format to OMA

26. 26 Internal Business Process Perspective Performance Objective and Measure for the Discrete Service DS:Objective:Measure: DS 1 Improve Revision Process for NIH/ORS Policies Track Number of Revisions Before Policy is Submitted in Final Format to OMA DS 2 Increase Employee Knowledge and Awareness of Ethic Issues Track Number of Employees Trained in Ethics Awareness and Measure Retention DS 5 Develop Baseline Data on Management Controls Track Number of Policies Up- to-Date DS 7 Increase FOIA Awareness Track Response Time to Measure Adherence to FOIA Regulation

27. 27 Internal Business Process Perspective Objective: Increase Employee Knowledge and Awareness of Ethic Issues New Employees (EOD) Training: Target for FY03 Measure: Track Number of Employees Trained in Ethics Awareness and Measure Retention Computer-based Training: Target for FY03 Increase computer-based Training by 5% of non OGE 450 Filers

28. 28 Internal Business Process Perspective Performance Objective and Measure for the Discrete Service DS:Objective:Measure: DS 1 Improve Revision Process for NIH/ORS Policies Track Number of Revisions Before Policy is Submitted in Final Format to OMA DS 2 Increase Employee Knowledge and Awareness of Ethic Issues Track Number of Employees Trained in Ethics Awareness and Measure Retention DS 5 Develop Baseline Data on Management Controls Track Number of Policies Up- to-Date DS 7 Increase FOIA Awareness Track Response Time to Measure Adherence to FOIA Regulation

29. 29 Internal Business Process Perspective Objective: Develop Baseline Data on Management Controls FY03 New Measure: Track Number of Policies Up-to-Date and Analyze Effectiveness of Management Controls Associated with them

30. 30 Internal Business Process Perspective Performance Objective and Measure for the Discrete Service DS:Objective:Measure: DS 1 Improve Revision Process for NIH/ORS Policies Track Number of Revisions Before Policy is Submitted in Final Format to OMA DS 2 Increase Employee Knowledge and Awareness of Ethic Issues Track Number of Employees Trained in Ethics Awareness and Measure Retention DS 5 Develop Baseline Data on Management Controls Track Number of Policies Up- to-Date DS 7 Increase FOIA Awareness Track Response Time to Measure Adherence to FOIA Regulation

31. 31 Internal Business Process Perspective DS 7: Respond to FOIA Requests Objective: Increase FOIA Awareness 27 < 50 Days 10 > 50 Days 2 > 100 Days Response Time to FOIA’s Measure: Track Response Time to Measure Adherence to FOIA Regulation Each Color Represents a Single FOIA There are a Total of 39 FOIA’s for FY02 Response Time in Days

32. 32 Learning and Growth Perspective Enhance Quality of Work Life for Employees in ORS Maintain and Enhance Competencies for the Future Organization

33. 33 Learning and Growth Perspective Zero Turnover Appropriate Amount of Sick Leave Used Every Employee Received an Award No EEO Complaints, ER Cases, or ADR Cases

34. 34 Need to Increase Service Supply to Meet New Demand Introduce/Adopt New Workflow Technology Including Document Scanning and Image Management (to Improve Performance by Optimizing Individual Efforts) Assess Current Employee Skills Against Current and Future Office Needs, Prepare Gap Analysis and Develop Annual Training Plan Take Advantage of Free Government Training in Ethics and Other Areas Utilize Contracting Opportunities: Use Outside Contractors for Training Coordination Efforts and for Technology Improvements Learning and Growth Perspective Analysis of Readiness Conclusions

35. 35 Financial Perspective

36. 36 DS 1: Develop ORS Policies and Procedures Unit Cost: Approximately $297 DS 2: Handle Ethics Issues Unit Cost: Approximately $68 Per ORS Employee Per Year DS 5: Conduct and Coordinate Administrative Reviews Unit Cost: Approximately $340 Per Review DS 7: Respond to FOIA and Privacy Act Requests Unit Cost: Approximately $36 Per FOIA Financial Perspective Unit Cost Measures

37. 37 Financial Perspective Asset Utilization Measures Discrete Service:Utilization Rate: DS 1: Develop ORS Policies & Procedures98% DS 2: Handle Ethics Issues117% DS 5: Conduct and Coordinate Administrative Reviews 151% DS 7: Respond to FOIA & Privacy Act Requests 115%

38. 38 Conclusions and Recommendations

39. 39 Conclusions and Recommendations Conclusions: Good News We have Proven that we are Effective & Efficient: Our Customers Indicated on our Score Card for Discrete Service #2 (Ethic Issues) that our Services are Important to them and they are Satisfied. We had a Particularly High Vote of Confidence in our Competence. Our Employees have not Experienced any Administrative Sanctions or Criminal Penalties as a Result of Non Compliance to Applicable Laws and Regulations ORS has not Lost Credibility or Funding as a Result of Non Compliance to Applicable Laws and Regulations

40. 40 Conclusions and Recommendations Opportunities for Improvement Increase Document Tracking Time to Measure Efficiency of Processes Utilize OQM Resources to Develop Performance Management Systems Ensure Complete Cooperation from Entire Team and Measure Performance

41. 41 Team Plans to Implement Change: Documentation (Tracking Efforts) Update Discrete Services to Account for Other Functions in Addition to our Current Discrete Services: Reorganizations Records Management Other initiatives: Employee Suggestions, Telework and Plain Language Conclusions and Recommendations Recommendations

42. 42 Conclusions and Recommendations Recommendations Obtain Necessary Resources (Contractual Support, Technology, and/or FTE) One Consultant for the Entire ASA Process Raised the Bar on Staff Expectations and Improved Cohesive Relationships with our Customers Team Building

43. 43 Appendices

44. 44 Appendices Include the following: Page 2 of your ASA Template Customer segments graphs Customer satisfaction graphs Block diagram Process maps Learning and Growth graphs Analysis of Readiness Information Asset utilization graphs Unique measures graphs

45. 45 Appendices Page 2 of ASA Template

46. 46 Appendices Customer Segments Graphs PresentationsManuscripts Ethics FY 02 450 Filers

47. 47 Appendices Customer Segments Graphs FOIA Requestors Privacy Act Requestors FOIA by Division Management Control Reviews 1/3

48. 48 Appendices Customer Segments Graphs Privacy Act by Division Small Group Training

49. 49 Appendices Customer Segments Graphs Computer Base Training Inquiries by Division Inquiries by Topic

50. 50 Appendices Customer Satisfaction Graph Competence

51. 51 Appendices Block Diagram

52. 52 Appendices Process Maps

53. 53 Appendices Process Maps

54. 54 Appendices Process Maps

55. 55 Appendices Process Maps

56. 56 Appendices Learning and Growth Graphs

57. 57 Appendices Learning and Growth Graphs Service Group Turnover Rate (Oct 2001 - June 2002)

58. 58 Appendices Learning and Growth Graphs Service Group Sick Leave Used (Oct 2001 - June 2002)

59. 59 Appendices Learning and Growth Graphs Service Group Awards (Oct 2001 - June 2002)

60. 60 Appendices Learning and Growth Graphs Service Group EEO Complaints (Oct 2001 - June 2002)

61. 61 Appendices Learning and Growth Graphs Service Group ER Cases (Oct 2001 - June 2002)

62. 62 Appendices Learning and Growth Graphs Service Group ADR Cases (Oct 2001 - June 2002)

63. 63 Appendices Asset Utilization Graphs

64. 64 Appendices Unique Measure: Ethics – Computer-based Training See Page 18 Definition of Modules: Module 1: Official Duty Activities & Outside Activities Module 2: Procurement Activity Module 3: Seeking Other Employment & Post-employment Restrictions Module 4: Gifts from Outside Sources Module 5: Misuse of Position Module 6: Hatch Act Political Activity Module 7: Gifts Between Employees Module 8: Intramural/Extramural Collaboration