| Description |
New measure in FY 2007. |
Completed internal report on customer satisfaction with initial appeals and settlement processes, which indicated that customers
are satisfied with MSPB processes and their interactions with MSPB employees; feedback from e-Appeal users was positive including
many who reported encouraging all users in their agencies to file using e-Appeal.
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Developed four automated surveys for e-Appeal customers including those who file appeals, use automated pleadings, use the
repository, and those who created e-Appeal accounts but did not use the system to file their appeal.
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The automated surveys for e-Appeal customers were implemented. |
Implement appropriate modifications to e-Appeal based on survey results. |
Improved internal and external usability of e-Appeal by upgrading, redesigning, or clarifying processes involving security,
email reminders, document listing, help text, pleading options, and file size limits. Successfully migrated the hosting of
e-Appeal from the original external contractor to MSPB headquarters. A report including adjudication customer satisfaction
data was completed. We met our performance goal for customer satisfaction of our adjudication program. We implemented several
changes to e-Appeal to improve its internal and external usability and successfully migrated the hosting of e-Appeal from
the original contractor to MSPB headquarters. We continued to collect and use feedback from our adjudication stakeholders.
|
Establish a strategic customer satisfaction survey program and schedule, and set targets for overall level of satisfaction
with adjudication.
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