1.4: Customer Satisfaction
Achieve and maintain customer satisfaction with our adjudicatory and alternative dispute resolution programs and with adjudication
outreach efforts.
Other Information:
Summary of results for Performance Goal 1.4: This Performance Goal was MET. We implemented several improvements in e-Appeal
to improve the external and internal usability of the system. We also successfully migrated the hosting of e-Appeal from its
original contractor to MSPB Headquarters saving an estimated $237,000 annually. A report updating adjudication customer satisfaction
data was completed. In FY 2011, we will establish a strategic customer satisfaction survey program and schedule for the adjudication
program.
Indicator(s):
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