3.1: Administrative & Information Technology Services

Provide the best value in the federal government for administrative and information technology services.

Other Information:

PROVIDE THE BEST VALUE IN THE FEDERAL GOVERNMENT FOR ADMINISTRATIVE AND INFORMATION TECHNOLOGY SERVICES. Our customers define our value to them in terms of reliability, availability, security, quality service, and price, and we intend to exceed their expectations in every category. Obviously, customer service and our supporting systems are the heart of this business, and we are committed to improvements in each. With respect to our systems, we will stabilize our infrastructure and, on behalf of our customers, advocate enhancements in commercial applications that we use. Of particular note, we will migrate our financial management and procurement systems to a new hosting provider. This will enable us to expand the number of customers that we can serve, upgrade applications more quickly, and stabilize prices. We will improve customer service by exploring alternate methods of service delivery and evaluating our organizational structure. A comprehensive position management study is underway in each of our administrative business lines to identify organizational changes that can drive improvements. In addition, we believe that our responsiveness to customers may be enhanced and further reduction in costs achieved by adding a customer relationship management tool. We'll thoroughly investigate the costs and benefits of this technology before deciding whether to proceed with it. Through these efforts, we plan to set a new benchmark for delivering quality customer service throughout the federal government. Positioning the full range of Public Debt's franchise business lines to operate as a single program will enable us to consolidate administrative and management processes across all business lines. This, in turn, provides opportunities for operational cost containment and further improvement to our costing and pricing methods. Specific efforts underway include a comprehensive review of all shared costs and development of a single pricing methodology for all of our franchise services. Our customers will be able to rely on our price projections as they budget for future service needs.

Stakeholder(s):

• Franchise Services Program

Indicator(s):

Indicator:1

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