U.S. Office of Personnel Management FY 2000 Budget Justification/Performance Plan

(Administrative Services - EX SRV continued)
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The Office of Communications (OC) presents the messages, initiatives and achievements of OPM, develops new channels and techniques to promote awareness of the challenges and rewards of public service, and serves as frontline liaison in meeting both internal and external communications needs. OC conducts a responsive customer service program to handle OPM’s public, media, and internal inquiries. Each year, thousands of inquiries are answered for statistics and facts about the Federal workforce and the civil service system.

In addition, the OC focuses outreach efforts to the media accredited to cover the White House, Senate and House of Representatives, and editorial boards across the nation, especially in areas with high numbers of Federal employees and retirees.

		Provide responsive customer service in handling OPM’s public, media and internal inquiries.
		Establish an active outreach program to weekly newspapers, ethnic/community publications and broadcast outlets, and women’s and veterans’ media.
		Provide human resources management information to the public through OPM’s Web site, which logs in more than 80,000 user sessions per week.
		Further the promotion of the agency’s reimbursable services and products by serving as the OPM marketing coordinator. OPM’s marketing exhibit and materials will continue to be disseminated to educate Federal agency activities, employees and the general public on human resources management programs and issues.
		Assist OPM’s programs in developing, preparing and clearing print and electronic publications on human resources management programs and issues to ensure that they are accurate and consistent with OPM and Administration policies.
		Serve as the Secretariat to the Interagency Advisory Group (IAG) of Federal Personnel Directors. The Office of Communications anticipates coordinating approximately 35 IAG meetings in FY 1999.
		Communicate human resources management information to the IAG. In FY 1999, the Office of Communications will disseminate approximately 200 mission-critical notices to the IAG.
		Produce educational satellite broadcasts for the human resource management community in the Federal government, together with the IAG. There will be four Federal HR Forum satellite broadcasts in FY 1999.
		Customer satisfaction with OPM manuals, brochures, and reports. OPM’s FY 1998 Customer Satisfaction Survey reported satisfaction ratings of 93% (from HR Directors) and 87% (from HR Specialists) with the appearance of OPM manuals, brochures, and reports.
		Media coverage, outreach efforts and marketing consultation are expanded. In FY 1998, expanded coverage of OPM in the media, including op-ed pieces, radio and TV talk shows. In FY 1998, increased participation in coordinating OPM events, including town meetings, award ceremonies, and official visits. In FY 1998, expanded outreach program efforts to weekly newspapers, ethnic/community publications and broadcast outlets, women’s and veterans’ media. In FY 1999, increase marketing consultation efforts and promotion of OPM-sponsored conferences. Produce an OPM brochure.
		Satisfaction of IAG committee members, officials and employees from other Federal agencies, and OPM employees with the satellite broadcasts. The feedback is reviewed and suggestions are considered when working with the IAG and when planning satellite broadcasts. In FY 1998, produced four educational satellite broadcasts for the Federal human resource management community together with the Interagency Advisory Group of Federal Personnel Directors. The schedule of quarterly broadcasts will continue in FY 1999. In FY 1998, advanced customer relations and external communications by way of modern electronic technology. It is estimated that OPM’s Internet Web site will have approximately four million file openings in the upcoming year. OPM’s FY 1998 Customer Satisfaction Survey reported satisfaction ratings of 39% (from HR Directors) and 47.8% (from HR Specialists) for the usefulness of OPM briefings, forums, workshops, and satellite broadcasts as a means of sharing information. In FY 1999, OC is committed to a 5% increase in satisfaction ratings. OPM’s FY 1998 Customer Satisfaction Survey reported satisfaction ratings of 92.9% (from HR Directors) for the appearance of OPM Web page and 61.5% (from HR Specialists) on the usefulness of OPM’s websites. In FY 1999, OC is committed to a 5% increase in the satisfaction rating from HR Specialists. OPM’s FY 1998 Customer Satisfaction Survey reported a satisfaction rating of 54.2% (from HR Directors) on the usefulness of IAG Executive Committee meetings as a means of sharing information. In FY 1999, OC is committed to a 5% increase in satisfaction ratings.

VERIFICATION AND VALIDATION

• The number of positive mentions of the agency in print and electronic media validates OC efforts. OC expects that coverage on television will continue to increase and will collect records of all such coverage. OC subscribes to a news clipping service for a record of nationwide coverage and contracts with video monitoring services to acquire tapes of television coverage.

• Client access to information will be measured by comments and electronic mail transmitted to the News and Complaints mailboxes on the OPM Web site. OC monitors, responds and/or forwards such correspondence. Continuous customer feedback suggests that OPM’s customers increasingly look to the Web site for downloadable files and other information.

• Viewer and moderator surveys provide feedback on the effectiveness of information provided on the satellite broadcasts. The IAG Executive Committee and Satellite Broadcast Advisory Board provide feedback on the broadcasts.

• Marketing efforts primarily consist of guidance and assistance to the program offices which have products/services/information to market. OC encourages more marketing feedback activities; e.g., follow-up to warm leads; survey of exhibit visitors; collection of registration/business cards at marketing venues, etc.

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