4: Operations

OPERATE EFFECTIVELY AND EFFICIENTLY

Other Information:

We must meet our customer and internal mission needs without fail; U.S. national security depends on DS. In order to understand and meet customer needs effectively, DS must build trust as a mission partner. A mission partner goes beyond traditional desktop and network support, fully understands and aligns to its customers' agenda, and works in partnership to provide the most relevant and timely comprehensive technology solutions to enable mission execution. DS will earn a reputation as a mission partner by consistently delivering on customers' expectations and enhancing customer service during support interactions. DS understands holistically what it takes to become a mission partner and will work diligently to enhance customer trust. While our commitment to our customers is endless, our resources are limited. DS must meet our customers' mission by being good stewards of taxpayer resources and operating efficiently. DS must also enable IT efficiencies throughout DoDIIS since information technology has been one of the great levers for lowering operating costs. Improving efficiency and effectiveness will help us excel at our own mission, and enable others to perform theirs, faster, with higher quality, and at a lower cost. We will execute our mission with operational excellence. DS will steward IT resources through its control of the IT budget. Effectiveness: Increase customer satisfaction ... Efficiency: Achieve our mission with decreased funding by resourcefully leveraging internal assets and improving productivity. DS has an enduring duty to use taxpayer resources wisely, never forgetting that we work on behalf of American citizens. Organizations frequently use information technology to generate significant operating efficiencies. DS will lead DoDIIS in taking advantage of new technology to continuously reduce cost and improve productivity, both internally within DS and DIA and in our customer organizations.

Objective(s):

4.1: Customer Satisfaction & Trust

4.1.1: Service Level Commitments

4.1.2: Products & Services

4.1.3: Communications

4.2: Service Excellence

4.2.1: Service Interactions

4.2.2: Importance Factors

4.2.3: Frontline Service

4.2.4: Priorities

4.2.5: Fulfillment

4.2.6: Self Service

4.2.7: Help Desk

4.2.8: Service Consistency

4.3: IT Operations

4.3.1: Reviews

4.3.2: Process Improvement

4.4: Customer Productivity

4.4.1: Desktops

4.4.2: Tools

4.4.3: Training Aids & Demos

4.4.4: Reedback

4.4.5: Software & Hardware

4.4.6: Product List

4.4.7: New Products

4.4.8: Customer Needs

4.5: Geographic Disbursement

4.5.1: Communication & Collaboration Tools

4.5.2: Product Tailoring

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