1 u.s. coast guard headquarters office of contract support full speed ahead to performance based...

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U.S. Coast Guard Headquarters Office of Contract Support

FULL SPEED AHEAD TO FULL SPEED AHEAD TO PERFORMANCE BASED SERVICES PERFORMANCE BASED SERVICES

ACQUISITIONS (PBSA)ACQUISITIONS (PBSA)

Dani WildasonDani Wildason(202) 267-1182(202) 267-1182

November 18, 2004 November 18, 2004

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Need for Customer Support

• In early 2001, our Chief of the Contracting Office (COCO) saw a need for a “liaison” between contracting personnel and the technical customers

• The Customer Advocate position was created and I was hired in September 2001

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Customer Advocate “SOO”

I was immediately given a “Statement of Objectives” by my supervisors – that is:

– Increase Customer Satisfaction (as measured by Balanced Scorecard)

– Increase the number of PBSAs

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The Customer Advocate

• Central POC for all customer issues, complaints and concerns

• Focus is Customer Care • Change Agent for transition to PBSA at USCG

Headquarters • Team Leader to the Customer Advocacy and

Assistance Team (CAAT)

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PBSA Implementation Team

• A PBSA Implementation Team was chartered (led by the Customer Advocate) to put together a viable plan to increase our PBSA requirements

• Plan included identification of two pilot buys, familiarization training, and a complete inventory of upcoming procurements

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PBSA Familiarization Training

• We used Ms. Ronne Rogin’s No-Nonsense Approach to PBSA Familiarization Training

• Ronne (who was with Dept. of Treasury at the time) led three short sessions for over 100 contracting, technical, and legal folks

• Received great feedback from attendees !

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Inventory to Identify Potential Conversions to PBSA

• PBSA Implementation Team reviewed upcoming follow-on requirements for possible conversion

• Results – we identified many potentials….but

• General response from contracting folks was “Well, we’ll see what the technical folks say, they really don’t want to change things…….”

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Converting Requirements = Fear of the Unknown

• Initial conversions were few • Facilitated by the Customer Advocate

using an Integrated Solutions Team (IST) approach

• Excellent feedback was received• As workload increased, a new team was

created under the Customer Advocate

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The Customer Advocacy and Assistance Team (CAAT)

• Stood up June 2002• Cross-functional team of 7• Diverse backgrounds• Excellent listening, writing, and communication skills

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• Function of team based on the premise used for resume writing or having taxes done

• Why teach SOO/PWS/PRS/QASP preparation for a one time requirement?

• We facilitate and prepare these documents and ALLEVIATE THEIR PAIN!

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For each service requirement:• Integrated Solution Team (IST) formed (usually informal) including Contract Specialist and Customer

• Two CAAT members are assigned• Face-to-face “Kick off meeting” • Customer is “interviewed”

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For each requirement (cont.):• CAAT prepares draft SOO/PWS/PRS as appropriate

• Utilizes template approach• CAAT Peer Reviews take place• The product is presented to the customer and KO/KS for review

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Focus on PBSA:• Use of the CAAT approach has

exponentially increased our PBSA contracts and task orders

• Have increased from 2 PBSA actions to over 300 PBSA actions since June 02

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Work Statements for FY04:The CAAT prepared 184 work statements

• 171 were performance based (5 of these were SOOs)

• 13 did not lend themselves to performance based

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Challenges

- The “Seventh Step” (Manage Performance) is our current office-wide focus

- Not easy to get to “full” PBSA - several are “hybrid” and we are working to improve these when they come up for follow-on

- Turnover of customers and contracting staff requires repeated training

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Measuring Customer Satisfaction – RESULTS!

DOT Procurement Performance Measurement Balanced Scorecard Survey Results show an increase in Customer Satisfaction after implementing Customer Advocacy Program

- 69% in FY00 - 78% in FY01 (Customer Advocate hired in FY01)

- 88% in FY02 (CAAT initiated in FY02)

- 85% in FY03

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Points of Contact

Dani Wildason (202) 267-1182Chief, Contracts Plans, Procedures, and Quality Engineering Division (G-ACS-3)

Brian Jones (202) 267-0101Customer Advocate and CAAT Team Leader Contracts Plans, Procedures, and Quality Engineering Division (G-ACS-3c)

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The Seven Steps to Performance Based Services

Acquisitions

http://www.arnet.gov/Library/OFPP/BestPractices/pbsc

1 u.s. coast guard headquarters office of contract support full speed ahead to performance based...

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