The Customer Service Model Dawn Canty-Saunders & Marcus Fedeli

The Customer Service ModelDawn Canty-Saunders & Marcus Fedeli

The Customer Service ModelDawn Canty-Saunders & Marcus Fedeli

2 Conference ‘11

Audience QuestionAudience Question

My normal interaction with the SEWP Program Office is by:

Phone

E-mail

Chat

Carrier pigeon or Other

3 Conference ‘11

Support through Procurement LifecycleSupport through Procurement Lifecycle

Pre-Order Support•Online Search and Quote tools and

RFQ tracking•Answer questions on quotes and

processes

Order Processing•Accept, check, process and forward

orders (includes credit cards)•Reconcile and track orders

Post-order Support•Process and post order status data•Assist in order resolution and QA

checks on order satisfaction

Purchase request submitted to COAgencies

SEWP

Vendors

Contracting officer approves purchase

Orders submitted to SEWP BOWL

SEWP verifies and enters orders in SEWP db

SEWP submits orders to vendors

Orders monitored for delivery

Orders delivered

RFQ

4 Conference ‘11

Premier Customer ServicePremier Customer Service

Customer Service Staff for Helpline and Order Processing•10 Dedicated Contractor Staff with long-term experience•Direct access to 4 Civil Servants and 30 other contractor support staff

All interactions measured in One Business Day

2 Contract Holder Relationship Managers (CHRMs)•Daily interaction with Contract Holders •Mediation, support and oversight of Customer – Contract Holder interaction

5 Conference ‘11

Training and OutreachTraining and Outreach

On-site Training on Contracts, SEWP Program, and Tools•Free – that is right, the cost is $0• In-depth: 1.5 to 2 hours•2 CLPs (Continuous Learning Points)•Worldwide•Any size audience•Contact events@sewp.nasa.gov / 301-286-1478 or see any SEWP staff member

Training Video•Same cost as the on-site training•Quick overview of main concepts•15 minutes•DVD copies available

6 Conference ‘11

Frequently Asked Questions Online KnowledgeBase

Frequently Asked Questions Online KnowledgeBase

Frequently Asked Questions (FAQ)•80% of current helpline questions are answered in FAQ’s

- Useful for non-office hours and for do-it-yourselfers- We are always happy to answer questions personally

•Frequently asked questions are available on SEWP website with search function•Glossary – SEWP definitions

Help ticket submissions and tracking

FYI: Ticketing System is an example of Software as a Service purchased under the SEWP contracts

7 Conference ‘11

Quote and Pricing AssistanceQuote and Pricing Assistance

Scope and Statement of Work (SOW) Review• If any concerns about an SOW and/or scope of requirements, submit information to

help@sewp.nasa.gov for review and advise

If number of quotes received is less than expected, SEWP can assist in researching the cause and solution: contact help@sewp.nasa.gov

If quoted price is higher than expected or otherwise questionable, contact help@sewp.nasa.gov and we will research and provide recommendations

8 Conference ‘11

Order Process

9 Conference ‘11

Order Process OverviewOrder Process Overview

Log Order(Q-App)

OrderArrives

-Via Email / Fax / PRISM - Acknowledge Receipt- Attach Internal QC Checklist

Pre-screen/Classify -Ready?

* RouteOrder

ProcessOrder

-Assign ‘Received Status

Populate Internal QC ChecklistWe Examine Order for Required Info:- Contract Holder- Agency

*

Re-check:- Req’d Information- Contract Holder- Agency

- Critical Info. Check

*

**

Order submitted

Order ProcessingOrder Preparation

FurtherInfo. Required

-Issuing Agency-ITARS # (for VA)-Training (DOD)-Fair Opportunity Form (+$5 mil)

Order sent to Contract Holder (CH)

CH verifies receipt

10 Conference ‘11

Order Submission InformationOrder Submission Information

On fax cover sheet or e-mail text area include the following:

Include a Point of Contact (POC)• POC will be notified of all updates related to this order

• If Contracting Officer (CO/KO) provides e-mail address, he/she will also be kept automatically informed of all updates

Zip code of the CO/KO’s office

Order Number (if credit card, provide order number to track with)

Expected delivery date

RFQ Number

VA: Include ITARS or reason ITARs is not needed

11 Conference ‘11

Order PreparationOrder Preparation

Order is e-mailed or faxed from customer to SEWP Program Office

Within minutes, order is entered into system• Initial Tracking Number assigned (referred to as the Q Number)

If initial review uncovers any problems, the order is put into Problem status:•Contract Holder is automatically notified•Customer will receive a phone call and/or e-mail explaining the issue•Problem notification occurs within one business day but typically within 3-4 hours

12 Conference ‘11

Typical Order ProblemsTypical Order Problems

Wrong Contract Number•Contract number does not match the Contract Holder’s name•A GSA contract number is provided instead of a SEWP contract number

Vendor is not a SEWP Contract Holder

Support Service Contractor issued order but is not authorized

For Veterans Affairs: there is no ITARS tracking number

For Department of Defense, the KO is not trained

Order is not readable or is missing pages

Order modification sent in but we cannot locate the original order

13 Conference ‘11

Scope Review CheckScope Review Check

Orders over $100,000 are reviewed by upper management to verify the order is in scope

Rarely an issue•Most common issue concerns services

Orders over $5 Million require Fair Opportunity backup•A Fair Opportunity Form•Or the SEWP RFQ (Request for Quote) number

14 Conference ‘11

Step 1: Order EntryStep 1: Order Entry

15 Conference ‘11

Order EntryOrder Entry

User Delivery Date•Customer’s expected delivery date, if provided•Defaults to 45 days•Contract Holder must either meet the date or provide an explanation and

negotiate a different date

Order status is set to ‘Entered’

Point of contact(s) (POC) selected

Order Sequence Number (OSN) is assigned•Unique number used for tracking•When referring back to order for any issues or mods, it is helpful to note the OSN

16 Conference ‘11

Order Processed E-mailOrder Processed E-mail

The following SEWP Order has been entered at the SEWP Program and forwarded to the Contract Holder CDW*G Delivery Order Number : CBCL751Order Status : ENTEREDExpected Delivery Date: MAY 13, 2011Contract Number : NNG07DA35B / CDW*GAward Date : 03/21/11Mod Level : 0Control Number (OSN) : 134319Total Amount : 2812.6Surcharge Amount : 12.6Agency Number (or ITARS) : 549990CO Name : CO Phone : Either contact us at help@sewp.nasa.gov or call us at (301)286-1478 if you have any questions.Thank You,SEWP Staff

17 Conference ‘11

E-Mail NotificationE-Mail Notification

Indicates order has been processed and forwarded to the Contract Holder

OSN provided (Control Number)

Calculated Fee listed

Contract Holder must verify receipt

Customer does not need to reply – Thank You’s are not needed

Any questions / issues should be sent to help@sewp.nasa.gov or alternatively orderhelp@sewp.nasa.gov

18 Conference ‘11

Order Evolution & TrackingOrder Evolution & Tracking

SEWP Logs History of Order from Original Receipt through ShipmentOrder Status Can be Obtained on Website (under ‘Order Info’)

19 Conference ‘11

Order Status - ShippedOrder Status - Shipped

Contract Holder has shipped all products

Contact Contract Holder (cc help@sewp.nasa.gov) if shipment not received

All products requiring shipment should be fulfilled

Shipped status does not imply service related items; e.g. installation, training, warranty; have been fulfilled

20 Conference ‘11

Shipped E-mailShipped E-mail

The following information concerning Order#: "742P15030" and osn: "133383" was provided by Contract Holder Rep. "Analisa Chase" of "Intelligent Decisions".

Status was changed from ENTERED to SHIPPEDShipped Date was entered 03/28/11

The following Remarks were added:All product shipped.

21 Conference ‘11

Order Status – Partial and POPOnlyOrder Status – Partial and POPOnly

Parital Status => Contract Holder has shipped some of the products

POPOnly Status => Order does not contain any items to be shipped•POP refers to Period of Performance; e.g. only service related items; e.g.

installation, training, warranty; are on this order

22 Conference ‘11

Order Status - CanceledOrder Status - Canceled

Customer has sent in a mod or e-mail to cancel order

Contract Holder has denied acceptance•Customer POC has been notified

Order has a problem which has remained dormant for over 30 days

Orders canceled in the SEWP system can be reset to Entered status through a notification from the customer

23 Conference ‘11

Order Status - DelayedOrder Status - Delayed

Contract Holder is delaying the processing of the order until an issue is resolved

Typically requires an order mod or an email communication

Contract Holder is not responsible for delivery fulfillment until issue is resolved•Please pay attention to these e-mails (sample on next slide)

There are only a defined set of reasons for a Delayed status as listed in next set of slides

24 Conference ‘11

Delayed Status E-mailDelayed Status E-mailThe following information concerning Order#: "657R14175" and osn: "133955" was provided by Contract Holder Rep. "Michael McCabe" of "Blue Tech, Inc.".

Status was changed from ENTERED to DELAYEDDelay Reason is Customer placed order based on expired

quote.

The following Remarks were added:Order has been placed in Delayed status indicating that

BLUE_TECH is delaying acceptance and processing the order because it is based on an expired quote. Please contact the Contract Holder for an updated quote.

This order stems from a request put out on 8/25/2010.

25 Conference ‘11

Reasons for Delayed Status (1 of 3)Reasons for Delayed Status (1 of 3)

Awaiting an order modification•The Delayed status e-mail should indicate the nature of the required mod•Some typical mod requirements:

- Customer request to wait for a mod to change some item on the order- Contract Holder information (address, name, etc) is incorrect- The item is end of life and a replacement is needed

Price cannot be increased

Awaiting availability of funds•Contract Holder is not obligated to fulfill and order if the order indicates

that funds are not yet available•Often resolved through a simple mod or e-mail confirmation

26 Conference ‘11

Reasons for Delayed Status (2 of 3)Reasons for Delayed Status (2 of 3)

Award date needs to be updated because SEWP Quote tool not used• Items on the quote were not on the SEWP Contract at time of award•Use of the SEWP Quote tool prevents this from occurring

Contract Holder needs credit card information•Contact the Contract Holder•Do not e-mail or provide SEWP Program Office with credit card number

Customer included unacceptable Terms and Conditions (Ts and Cs)•Additional Ts and Cs must be mutually agreeable

27 Conference ‘11

Reasons for Delayed Status (3 of 3)Reasons for Delayed Status (3 of 3)

Customer placed order based on expired quote•Most quotes valid for 30 days

Order did not match the quote

Order resulted from Market Research•Market Research based quotes are unverified and therefore cannot be used to place

an order

28 Conference ‘11

Assistance With Order IssuesAssistance With Order Issues

Contact Contract Holder Program Manager•List of contacts under “Contract Holders” menu at www.sewp.nasa.gov

Cc help@sewp.nasa.gov on all correspondence

SEWP Program Office provides advice, recommendations, problem resolution and tracking of issues

29 Conference ‘11

Quality Assurance

30 Conference ‘11

Daily Customer Surveys Daily Customer Surveys

Random selection of 10 orders throughout the day

Quick 3 minute survey

Action Items Passed along to ChrM or Program Mgmt

Additional Surveys•Annual Phone Outreach to Heavy Users•Annual Satisfaction Survey to all users

31 Conference ‘11

2011 Annual Survey for all users2011 Annual Survey for all users

Notification to all in June

5-10 minutes

Online survey with less than 25 questions

Share your perspectives on the SEWP program and offerings

Data used to continuously improve SEWP

32 Conference ‘11

New Features

33 Conference ‘11

New SEWP Features!!!!New SEWP Features!!!!

Live Chat

Ticketing Process

Help Desk Operations

34 Conference ‘11

Chat/Ticketing ProcessChat/Ticketing Process

Organizes Customer Questions

Coordinates Reponses

Provides Automated Reports to ensure follow-thru

35 Conference ‘11

Fiscal Year End Office HoursFiscal Year End Office Hours

Current Hours: 7:30am-6:30pm

Extended Hours from Mid August thru Sept 23rd •7:30am-8:00pm

Last week of Sept: 7:30am – 9:00pm

Sept 30th: 7:30am – Midnight

36 Conference ‘11

Contact UsContact Us

Helpline: 301-286-1478 Mon–Fri, 7:30 AM–6:00 PM ET

Fax orders to: 301-286-0317

E-mail orders & modifications to: sewporders@sewp.nasa.gov

E-mail for Assistance : help@sewp.nasa.gov • Always CC SEWP when corresponding with Contract Holder regarding any issues

Live Chat

37 Conference ‘11

Washington Technology- on SEWP Customer Service

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.

http://washingtontechnology.com/articles/2009/07/06/feature-contracts-game-changers.aspx?sc_lang=en