FY 2000
Budget Justification/Performance Plan
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U.S. Office of Personnel
Management FY 2000 |
(Employment Services continued)
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| ES Goal 16: | Organizational assessment tools are available to agencies to improve Government performance, including customer service. |
Federal Government agencies are increasingly aware of the need to assess organizational processes and customer service to assist in their efforts to improve Government performance, and ES is committed to assisting agencies with this effort.
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Develop and refine the Organizational Assessment Survey (OAS), an instrument to assess how well an organization’s processes contribute to mission accomplishment, and make it available to agencies and other organizations. |
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Develop customer service measurement instruments in response to agency and other organizational requests. | |
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Develop data bases of results from organizations who have used the OAS and customer service instruments (while protecting confidentiality), to provide benchmarking information to user organizations. | |
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The Organizational Assessment Survey (OAS),
developed by OPM, is used by agencies and other organizations to contribute to the
measurement and improvement of Government performance. In FY 1997/1998, ES established Performance America, a network of agencies interested in building high performance organizations. Member agencies are using the OAS, which was designed by OPM for this purpose, to gather Governmentwide data on organizational culture, in order to do internal benchmarking and external benchmarking with high performing private sector organizations. In FY 1998, Connecticut became the first State to join this network. The National Partnership for Reinventing Government (NPR) is also using a survey developed by ES (primarily from items in the OAS), to assess the impact of reinvention, particularly improved customer service, in high impact Federal agencies. The survey was administered in FY 1998 and results reported in FY 1999. The survey will be repeated in future years to assess change. |
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The customer service measurement tools are used
by agencies and other organizations to contribute to improved Government customer service. In FY 1998 ES assisted several agencies, including OPM, with the development of specific customer satisfaction surveys. |
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Additional Information Available on the Next Page
Web Page Created 14 May 1999