Customer Service Website for

GSFC’s Technical Community

September 2010

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

Presentation Summary

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CODE 210 Website

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IntroductionThe 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

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Background Terms and Definitions

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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.

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7

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11%

53%

32%

5%

Survey Response Percentage

Purchasing AgentsContract SpecialistsContract OfficersContract Managers

9

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

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

37%

21%

26%

16%

Survey Response Percentage

1 to 33 to 55 to 78 +

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Hours per

week

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

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Templates & Samples Standard Forms Procurement Action Lead Times

Support Service Contract Lists Procurement Help Center

Welcome Video!

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 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.

+ Privacy Policy and Important Notices Curator: Teresita Guevara Smith NASA Official: Val Burr Last Updated: 9/9/2010

Submit Feedback FAQ’s

210 Procurement Operations

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Hot Topic

T.A.P.: The Technical Community’s Resource Tool

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Who will benefit?

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Conflict #1Loss of 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 #2Exerting Energy without Reward

How do we know that this is not going to be another project that Procurement exerts energy on that has no reward?

Will the Technical Community even use this site? 20

Conflict #3Keeping 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.

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Recommendations

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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?

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