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The Customer Service ModelDawn Canty-Saunders & Marcus Fedeli
The Customer Service ModelDawn Canty-Saunders & Marcus Fedeli
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Audience QuestionAudience Question
My normal interaction with the SEWP Program Office is by:
Phone
Chat
Carrier pigeon or Other
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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
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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
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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 [email protected] / 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
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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
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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
[email protected] for review and advise
If number of quotes received is less than expected, SEWP can assist in researching the cause and solution: contact [email protected]
If quoted price is higher than expected or otherwise questionable, contact [email protected] and we will research and provide recommendations
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Order Process
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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
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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
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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
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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
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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
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Step 1: Order EntryStep 1: Order Entry
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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
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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 [email protected] or call us at (301)286-1478 if you have any questions.Thank You,SEWP Staff
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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 [email protected] or alternatively [email protected]
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Order Evolution & TrackingOrder Evolution & Tracking
SEWP Logs History of Order from Original Receipt through ShipmentOrder Status Can be Obtained on Website (under ‘Order Info’)
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Order Status - ShippedOrder Status - Shipped
Contract Holder has shipped all products
Contact Contract Holder (cc [email protected]) 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
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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.
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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
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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
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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
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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.
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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
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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
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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
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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 [email protected] on all correspondence
SEWP Program Office provides advice, recommendations, problem resolution and tracking of issues
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Quality Assurance
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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
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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
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New Features
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New SEWP Features!!!!New SEWP Features!!!!
Live Chat
Ticketing Process
Help Desk Operations
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Chat/Ticketing ProcessChat/Ticketing Process
Organizes Customer Questions
Coordinates Reponses
Provides Automated Reports to ensure follow-thru
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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
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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: [email protected]
E-mail for Assistance : [email protected] • Always CC SEWP when corresponding with Contract Holder regarding any issues
Live Chat
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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
