Customer Service Plan Essay

The National Institutes of Health (NIH), founded in 1887, is champion of the worlds foremost medical enquiry centers, and the Federal focal point for medical research in the United States. 26 Institutes and Centers be the NIH, which has the basal research goal of acquiring new knowledge to overhaul prevent, detect, diagnose, and treat disease and disability from the r arst genetic disorder to the common cold. The NIH legation is to uncover new knowledge that allow lead to better wellness for eitherone. In 1993, President William J. Clinton issued Executive ordinance 12862 challenging Federal agencies to remediate guest value. Further, Executive Order 12862 tasked agencies to survey their clients to identify what kinds of services they unfeignedly fate and to gather ideas from front-line employees on how to better deliver those services.The goal of this node Service Plan is to convey to you, the guest, a realistic, achievable approach for change node service at the N ational Institutes of Health. NIH is committed to improving the trend it domiciliates high quality services that ar easily approachible to every Ameri weed citizen. With this in mind, this node Service Plan is nonionised for your convenience. Customers whitethorn look at Attachment 1 to find some examples of activities exhalation on at NIH that argon organized by customer groups, consumers, health professionals, other governmental agencies, and grantee organizations. We want the plan to be as user-friendly as possible, and we welcome your comments and suggestions.Read more Essay onPresent Proposals for Improvements to Customer Service________________________________________EXECUTIVE ORDERExecutive Order 12862, Setting Customer Service Standards requires Federal agencies to Identify customers who are, or should be, served by the dominance Survey customers to determine the kind and quality of services they want and their level of satisfaction with existing services Post se rvice standards and rhythm results against them Benchmark customer service performance against the beat in line of work Survey front-line employees on barriers to, and ideas for, matching the best in craft allow customers with choices in both the sources of service and the means of delivery Make knowledge, services, and feedback systemseasily accessible Provide means to aim customer feedback and,Provide feedback to our customers on what improvements we have made. egress to Menu ________________________________________PRINCIPLESThis Customer Service Plan is move over on ideas, suggestions, and feedback received from our customers as well as an extensive best practices search. It defines our customer service standards and processes for building and maintaining high quality services to adjoin those standards throughout the country. The pursuit principles drove the process for developing the plan Customers neck What They Want Rather than sitting back and assuming that we kn ow what customers valued and needed, our spot is going out and asking. Through formal surveys, focus groups, and conversations, we are sense of hearing to what our customers think approximately the types and quality of services and products we offer.What we learn is service of process to shape the ways in which we strive to redirect our services to tick that we continuously improve our ability to meet your needs. Customers need Are Paramount Based on feedback from our customers, NIH must respond to comments and suggestions about improving the way we deliver products and services. Communication Is Key to Our Success develop effective tools to maintain lines of communication with our customers ordain help us do our jobs better. By developing more effective ways to direct information to our customers and by providing clearer paths to receive feedback, our elbow room result better address customer needs and concerns. Return to Menu ________________________________________AP PROACH/SCOPENIH is diligently running(a) to address the spirit of Executive Order 12862. A dedicated group of representatives from across the agency is convening to form an on-going Customer Service charge group to implement the customer service program and to tell that the agency enhances its customer focus as it improves current services and develops new initiatives. The agency has collected information from customer service surveys, focus groups withfront-line staff, and conversations with key impertinent partners, to ensure that initiatives address issues most-valuable to our customers. This plan presents an opportunity to share with our customers our consignment to providing quality service. NIH is committed to protecting, promoting, and enhancing the health of the American people and to improving its processes to offer high quality services that are easily accessible to the human beings.The Customer Service Plan seducees a broad framework to address customer issues. Th e customer service standards address issues our customers have told us are important to them. The primary focus of this document is to ensure that we are continuously listening to our customers and making certain that their needs are being met or exceeded. enchantment the focus is on our outside customers, it does not diminish the need to ensure that our internal NIH customer needs are also being met. It is peremptory that an integrated view of all our customers needs be pursued in order to ensure that the needs of our entire customer population are met. If we do not provide outstanding service to our internal customers, we leave behind be unable to provide outstanding support to our external customers. Return to Menu ________________________________________OUR CUSTOMERSThe NIH serves four primary external customer groupsthe general public, health professionals, other governmental agencies, and grantee/contractor organizations. These four broad categories continue the population s that we serve and work with most often. When the agency embarked on this process, we felt it was needful to define and limit our primary groups. As we continue with our customer service initiatives, we may include additional customer groups. Return to Menu ________________________________________STANDARDSThe standards describe in this report represent the NIH effort to identify the needs and concerns of our customers and to establish measurable processes to address these needs and concerns. The standards have beendeveloped from information gather from surveys/focus groups, and benchmarking with other outstanding organizations and are based on mensurable performance attributes a set of criteria that expresses customer requirements and expectations. Performance attributes are organized into two categories. 1.Process attributes transaction-related characteristics represented by internal operations, such as procedures, policies, and functions the primary focus is continuously imp roving our internal operations so we can deliver our products and services quicker, better and cheaper and2.Quality attributes image-related characteristics that describe the contact between the customer and the organization. The overall standard of quality we seek is customer service for the American people that is equal to or better than the best in business. The following attributes were used to develop the standards Process AttributesConsistency in policies and procedures holding to the analogous principles across the organization Convenient feedback mechanisms feedback that are easy to use and access Frequent communication including follow-up any form of communication on a regular basis, where taking action following that communication enhances the effectualness of that communication Managing resources well careful control and use of resources, human as well as fiscal, to maximize their impact and effectivenessProblem result and attempts to remove barriers proposed so lutions or loves to resolve something that is an obstruction or prevents progress barrack handling of customer feedback immediate or quick management of customer dissatisfaction by empowering employees to fix problems Flexible options sending and receiving information using a variety of methods, including greater use of e-commerce solutions Continuous Improvement striving to do everything quicker, better and cheaper Quality AttributesAccessible ability or freedom to approach, excrete with, or make use of Courteous respect or regardFlexible capability to adapt to or change requirements Knowledgeable familiarity with or understanding of facts and/or conditions Listens well gives attention and/or careful consideration to what is said Reliable and Trustworthy dependable, confidence in character, abilities, and truth well- eond information and/or responses are provided early or on time Return to Menu ________________________________________AGENCY-WIDE STANDARDSThe following standards apply to all customer groups. every NIH Customers are entitled tofair, courteous and professional treatmentinformation that is immaculate and currenttimely responses to requestsreasonable access to appropriate staff two-part communicationopportunities for collaboration and partnerships, as appropriate andconsideration of their opinions and concerns by the agency in the decision making process use of plain wording for all communication with the public (Attachment 2) In additionThe General exoteric is entitled to accurate and timely health information about research being conducted. Health Professionals are entitled to timely information that will assist them in advancing and protecting the public health. Other judicature Agencies are entitled toocooperation from the NIH in maximizing efficient use of resources, eliminating duplicate of efforts and carrying out collaborative efforts otechnical assistance, training and guidanceGrantee/Contractor Organizations are entitl ed tootimely review of applications and awardsoprofessional treatment in resolving disputesofair application of laws, regulations and policiesofair and reconciled application reviewsorespect in the performance of duties and responsibilities and otimely payment. Return to Menu ________________________________________FUTURE EFFORTSNIH will continue to embark on a variety of initiatives to ensure that it continues to address customer needs. The on-going Customer Service Management group will organise these activities. Ensuring that quality service is provided is an on-going process that requires changes in the way we do business by increasing emphasis on listening to our customers and by teaching from the best in private industry. The agency will strive to create itself to become more efficient and effectiveand to provide the types of services the public expects. Over the coming months, the agency willdevelop programs and initiatives that address customer needs. The agency, as a w hole, and the individual centers and institutes will use the information gathered from the survey and focus groups to develop and enhance services. benchmark against the best-in-the-business. The agency will determine what internal processes need to be improved, benchmark with leading industries, and establish performance standards. establish processes to improve customer feedback. Systems will be found to receive and address customer suggestions and feedback.