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Goal 2: Enhance Customer Value

Adopt objective, trusted performance measures to establish value and trust with customers


Every program office, employee, and contractor of the OPM team relies upon the successful delivery of OCIO IT services every day. IT is a foundational underpinning of each OPM program office, and OCIO partners with each program office to serve the federal community. As OCIO seeks to be a better partner to its customers, it is critical that OCIO, and OCIO’s customers have objective, trusted performance measures for each service. With an objective view of OCIO service performance, OCIO and the program offices can identify efficiencies, make informed decisions about where further investment is required, and anticipate the impact of those investments on OPM’s ability to serve its customers.

Establish customer performance improvement goals for each program office to show a direct connection to the business value, and track metrics to show improvement

OCIO will establish performance improvement goals for each service. OPM will measure each improvement based on its anticipated contribution to improving OPM’s services to both internal and external customers. The OPM governance process will use improvement goals so that all OPM program offices understand the business value of OCIO’s services.

Initiatives for this strategic objective include:

  • Improve past performance reporting compliance
  • Establish enterprise-wide contract vehicles
  • Implement Lean Portfolio Management, TBM-based management, and Cloud Financial Operations
  • Implement IT workflows that use industry standards to generate data that supports continuous improvement, and successful mission delivery
  • Use TBM-based cost, consumption, and performance data to guide IT investment decisions

Define and establish all processes necessary to enable tracking, utilization, and performance by OPM program offices

OCIO provides a wide range of services to OPM staff and program offices. To establish trusted performance measures for each service, OCIO must develop processes that require performance measures be well-defined, meaningful, routinely captured, and facilitate productive discussions.

Initiatives include:

  • Define the services that OCIO provides to each customer and their appropriate measures
  • Communicate service definitions and performance measures to each customer
  • Publish an OCIO service catalog
  • Establish an industry standard measure for help desk satisfaction ratings

Define performance requirements with each customer

each customer Each OCIO service, and every IT investment, should be driven by customer needs. Working with each customer, OCIO will define the services that customers require, and the level of performance needed for success. Using the TBM taxonomy, OCIO can track every dollar of enterprise OPM IT spend to a customer requirement.

Initiatives include:

  • Conduct discovery sessions with programs to build a mutual understanding of current systems’ capabilities and program offices’ needs
  • Establish a service level agreement (SLA) with each customer that includes performance measures and establishes expectations when relevant
  • Conduct customer experience research in alignment with the goals of Executive Order 14058 Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government

Use cost, utilization, and performance data to interact with each OPM program office

With trusted measurements of OCIO’s level of service, customers and OCIO can pursue data-driven conversations about the value and prioritization of IT investments. The resulting decisions can be the basis for detailed IT modernization plans, including updating OPM’s enterprise architecture (EA) and the EA transition strategy.

Initiatives include:

  • Partner with all OPM program offices so that all IT development includes adequate full-time SME participation from direct business partners
  • Deliver regular service reports to customers
  • Expand service performance reports to include any services requested by customers
  • Account for all costs of providing services
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