Strategic Goal 2. Timely, Accurate, and Responsive Customer Service U.S. OFFICE OF PERSONNEL MANAGEMENT RECRUIT, RETAIN, AND HONOR

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1 U.S. OFFICE OF PERSONNEL MANAGEMENT RECRUIT, RETAIN, AND HONOR Strategic Gal 2 Timely, Accurate, and Respnsive Custmer Service Strategic Plan FY

2 Strategic Gal: 2 Timely, Accurate, and Respnsive Custmer Service Strategic Gal Statement: Prvide timely, accurate, and respnsive service that addresses the diverse needs f ur custmers. OPM has a diverse set f custmers that include Federal emplyees, retirees, Federal human resurce prfessinals, Federal agencies, uninsured Americans, and jb applicants. While it may nt be pssible t have a single apprach t custmer service t meet the diverse needs f such a wide range f custmers, OPM s custmer-facing cmpnents stand t gain much frm sharing infrmatin and strategies with ne anther. The bttm line is that OPM s custmers shuld expect a cnsistently high standard f service quality. Achieving success in this area will g a lng way tward establishing an OPM brand that we all can be prud f. 1

3 Strategy: 2.01 Develp and implement a strategic plan fr custmer service that addresses each f ur majr prgram gals Prgress Indicatr Statement: All OPM emplyees (and cntractrs) in custmer-facing units will receive training (delivered thrugh a shared services mdel) in custmer service based n bjectives defined in the custmer service strategic plan. Strategy Overview: In 2012, the President issued an executive rder calling upn agencies t prvide the public with cmpetent, efficient, and respnsive service. OPM s Retirement Services (RS) answered the call. In 2013, RS established the Cmpassin, Accuracy, Respnsiveness and Empwerment (CARE) Team t versee and implement internal human capital imprvements and external custmer service initiatives. The acrnym CARE was develped thrugh fcus grup discussins and cmmunicates the fur key values that RS emplyees shuld demnstrate: Cmpassin, Accuracy, Respnsiveness, and Empwerment. The CARE initiative has helped OPM prvide enhanced custmer service t annuitants, survivrs, and family members. OPM will build n the CARE initiative and best practices frm ther divisins t create an OPM-wide Custmer Service Strategy fr each custmer segment that will enhance ur verall custmer service. Based n cre cmpnents f the CARE initiative, the custmer service strategy will include the fllwing elements: Understanding the Data Current surveys and data sets prvide valuable infrmatin n hw we can build n ur custmer services successes while als identifying areas fr imprvement. Understanding the data will include taking an inventry f OPM s pints f cntact within each custmer segment t identify duplicatin, gaps, hidden gems, heres, best practices, and centers f excellence. Valuable infrmatin may be prvided by custmers such as the Chief Human Capital Officers Cuncil (CHCOC), the Federal Human Resurce cmmunity, Federal emplyees, Federal agency investigative cmpnents, and retired annuitants. The diversity f perspectives will help us identify ur key custmer service challenges and successes. The custmer service strategy will explre three pillars f data cllectin: Custmer service: data related t custmer service, such as custmer satisfactin surveys; Emplyee input: infrmatin frm frntline emplyees, wh are clsest t the custmers, t identify issues and slutins n hw t prvide higher quality custmer service; and Prcess imprvements: wrklad data and ther metrics t demnstrate if we are n track t meeting ur gals. 2

4 Understanding the data will help us identify hw custmer service imprvement will drive the achievement f prgram utcme gals thrugh the human-centered design, and ther cllabrative methds. Develp an Actin Plan The actin plan will utline ur implementatin strategies t enhance strengths, address challenges, and leverage resurces. Perfrmance metrics will be included t measure ur prgress twards prgram gals, hld emplyees and units accuntable, and incentivize exemplary custmer service. It will supprt prgram gals and help re-allcate resurces frm unsuccessful custmer service effrts t successful nes, and will ensure crss-channel integratin s that service is centered n the custmer nt rganizatinal units. We will prmte shared accuntability fr the custmer service strategy by assigning a lead respnsible fr the develpment f an agency-wide custmer service strategic plan and nging perfrmance imprvement. The actin plan will include custmer service standards f quality, accuracy and timeliness. There will als be reprting requirements t measure ur prgress n achieving custmer service gals. One fcus f the plan will be n IT capabilities and the recmmended appraches t cnnecting with ur custmers thrugh digital means. This may be explred using multiple, integrated IT platfrms t interface with custmers, including USAJOBS, USAStaffing, Retirement Services Online, Emplyee Express, and OPM.gv. Other ptins may include prviding web based tutrials fr custmers r develping web based media kits. OPM is cmmitted t engaging ur custmers as partners and empwering ur emplyees, retirees, and applicants thrugh self-service tls and better infrmatin abut ur services. This includes aligning with custmers thrugh avenues such as the CHCOC and Human Resurces Line f Business (HRLOB). The actin plan will ultimately help us cnnect with custmers thrugh cuncils, surveys, design sessins, and test beds. Internally it will als set custmer service expectatins acrss the agency. Cmmunicatin strategies are als a key cmpnent f the plan t prvide ur custmers with updated results, changes in legal issues, and ther perating prcedures. Effective cmmunicatin will als supprt the alignment f Federal HR infrmatin systems with OPM plicy and guidance. We expect this plan will be a living dcument, updated as needed, t address the changing custmer service needs. Implement Imprvements The custmer service strategy will implement actinable items t imprve the custmer experience. This invlves executing recmmended actins, tracking and cmmunicating results, and revising the actin plan as needed. OPM believes that incrprating cntinuus human capital imprvement will enhance emplyee wrkfrce satisfactin, prductin, and increase ur ability t better serve ur custmers. While we may nt be able t develp a single custmer service mdel t meet the diverse needs f such a brad grup f custmers and all f OPM s cmpnents that fcus n custmer service, we can benefit frm sharing infrmatin and frm cmmn cre strategies. 3

5 Next Steps: OPM will analyze and assess the current level f custmer service by develping a custmer service strategic plan. The fllwing gals are planned fr FY 2015: Identify and cllect data Cnduct inventry f each custmer segment in OPM; Identify existing surveys, duplicatin, gaps, best practices, centers f excellence; and Gather emplyee input. Analyze the data Identify areas f success; Identify areas fr imprvement; Determine best practices t adpt; and Develp custmer service gals. Develp Custmer Service Strategic Plan Establish Service Level Agreements with cmmn service prviders. Cntributing Organizatins: Emplyee Services (ES), Human Resurces Slutins (HRS), Office f the Directr (OD), Plicy Planning and Analysis (PPA) 4

6 Strategy: 2.02 Prmte shared accuntability fr the custmer service strategy Prgress Indicatr Statement: Each custmer-facing unit f OPM will establish custmer service standards and quantifiable perfrmance targets fr timeliness, accuracy, and quality. Strategy Overview: OPM will build n the CARE initiative and best practices frm ther divisins t create an OPM-wide Custmer Service Strategy fr each custmer segment that will enhance ur verall custmer service. Based n cre cmpnents f the CARE initiative we will fcus n develpment f an actin plan and implementing imprvements that cver the fllwing: Next Steps: Assigning a crss-opm lead fr Custmer Service Strategy respnsible fr the develpment f an agency-wide custmer service strategic plan and nging perfrmance imprvement; Develping custmer service standards (timeliness, accuracy, and quality) t hld emplyees and units accuntable and incentivizing exemplary custmer service; Reprting by prgram gal wners n their prgress n custmer service gals set in the strategic plan n a rutine basis; and Engaging all ur custmers as partners in meeting agency gals: Align custmers thrugh the CHCO Cuncil and Human Resurces Line f Business (HRLOB); Empwer emplyees, retirees, and applicants thrugh self-service tls and better infrmatin abut ur services; Increase utreach t custmers thrugh custmer cuncils, surveys, participatry design sessins in The OPM and test beds; and Set custmer service expectatins acrss the agency. Anticipated accmplishments fr this strategy are scheduled t begin in FY 2016 and are cntingent upn the cmpletin f strategic gal 2.01 in FY Hwever, OPM will cntinue t cnduct its annual Custmer Satisfactin Survey that targets specific areas f the agency. This biennial survey prvides critical custmer data, as well as year-ver-year trends abut custmer satisfactin with OPM prduct fferings and service deliveries. It prvides a custmer-centric bellwether abut specific OPM prduct fferings, ensuring the rganizatin is meeting custmer demand that, indeed, OPM is ffering the crrect prduct and service slutin set. The survey is perfrmed in the fall and spring each year and cvers a perid f apprximately 6-7 weeks. 5

7 At the cmpletin f this accmplishment, critical data will be cllected and analyzed t study the verall effect f this strategy n custmer service. This data will be incrprated int custmer service strategic plan and will be a majr influence n the milestnes and tasks f the plan. Cntributing Organizatins: Emplyee Services (ES), Human Resurces Slutins (HRS), Healthcare and Insurance (HI), Plicy, Planning and Analysis (PPA), and Chief Human Capital Officer Cuncil (CHCOC) 6

8 Strategy: 2.03 Imprve IT Capabilities t interface with custmers Prgress Indicatr Statement: Each custmer-facing unit f OPM will achieve custmer service standards and quantifiable perfrmance targets fr timeliness, accuracy, and quality. Strategy Overview: One fcus f the custmer service strategic plan will be n IT capabilities and the recmmended appraches t cnnecting with ur custmers thrugh digital means. Using multiple, integrated IT platfrms t interface with custmers frm all cmmunities and diverse backgrunds, including USAJOBS, USAStaffing, Retirement Services Online, EmplyeeExpress, and OPM.gv. Prviding web based tutrials fr custmers. Develping web based media kits fr custmers. Sharing results f custmer service surveys with the public in a meaningful way (e.g. metrics and dashbard). Next Steps: Anticipated accmplishments fr this strategy are scheduled t begin in FY 2016 and are cntingent upn the cmpletin f strategy 2.01 in FY Hwever, OPM will cntinue t help custmers transitin t and becme prficient with the new versin f USA Staffing (bth pre- and pst-deplyment) thrugh a fcused cmmunicatin and engagement strategy. At the end f this accmplishment, critical data will be cllected and analyzed t study the verall effect f this strategy n custmer service. This data will be incrprated int Custmer Service Strategic Plan and will be a majr influence n the milestnes and tasks f the plan. Cntributing Organizatins: Emplyee Services (ES), Human Resurces Slutins (HRS), Office f the Directr (OD) and Healthcare and Insurance (HI). 7

9 Strategy: 2.04 Imprve custmers understanding f the plicies and prcedures that apply thrughut the emplyee lifecycle Prgress Indicatr Statement: OPM will develp in the future. Strategy Overview: Effective cmmunicatin strategies are als a key cmpnent f the custmer service strategic plan t prvide ur custmers with updated results, changes in legal issues, and ther perating prcedures. Cmmunicating key tpics (inclusin, engagement, telewrk) n multiple platfrms. Keeping custmers abreast f legal changes. Ensuring that all HR infrmatin systems acrss the Federal Gvernment are aligned with OPM plicy and guidance. Next Steps: Mst f this wrk will ccur in FY Hwever, OPM will cntinue t cmmunicate key tpics n multiple platfrms, keep custmers abreast f legal changes, and lk at hw HR infrmatin systems acrss the Federal gvernment are aligned with OPM plicy and guidance. Thrughut these accmplishments, critical data will be cllected and analyzed t study the verall effect f this strategy n custmer service. This data will be incrprated int the Custmer Service Strategic Plan and will be a majr influence n the milestnes and tasks f plan. Cntributing Organizatins: Cmmunicatins & Public Liaisn (CPL), Emplyee Services (ES), Human Resurces Slutins (HRS), Cngressinal, Legislative and Intergvernmental Affairs (CLIA), and Office f Diversity and Inclusin (ODI), and Executive Secretariat Office (ESO). 8

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