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Making Customer Feedback Work for Everyone

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DYNAMIC PAGE -- HIGHEST POSSIBLE CLASSIFICATION IS TOP SECRET // SI / TK // REL TO USA AUS CAN GBR NZL (U) Making Customer Feedback Work for Everyone FROM: Acting Chief, Customer Gateway Run Date: 04/24/2003 (U//FOUO) This 5-day series, "When Meeting Customer Needs SERIES: Means Defending the Nation", has described the Customer (U) Customer Relations Relationships Directorate's (CRD) new Information Needs process as well as its new customers and new dissemination vehicles. These new activities are the result of building on the success of 50 years 1. When Meeting of SIGINT products and services. Today, our vision is providing the Customer Needs right information to the right customer at the right time--within Means Defending the their information space--completely focused on our customers' Nation successful outcomes. 2. Information Needs Management: Careful (U//FOUO) Toward that end, we are embracing processes and Planning Aids SIGINT technology that will make available the intended outcomes of Response to Iraq customer Information Needs, customer feedback, observed War customer behavior and preferences, outright customer complaints 3. Dynamic Methods of and their resolution across the SIGINT enterprise at the touch of a Interaction with New button. We have been developing the business processes for this and Existing technology for the past 18 months and are now ready to prototype Customers the technology that will lead us to trending and analysis of 4. A Perspective on the customer feedback and behavior. We expect this to result in NSA/ USUN improved one-to-one customer relationships that benefit many Partnership customers across the board. 5. Making Customer Feedback Work for (U//FOUO) In order to manage complex customers who have Everyone multiple demands, CRD has built a structure to underpin the Senior Executive Account Manager (SEAM) /Account Manager (AM) program. That structure is the Customer Service Steering Group (CSSG). Its charter is to ensure that customer issues are not dropped before resolution and that resolution for one customer translates into resolution for all customers with similar issues. The CSSG is co-chaired by the Deputy Director for Customer Relationships and the SEAM Program Manager. (U//FOUO) The CSSG conducts mini-customer assessments every month based on issues that have "bubbled up" from Account Managers, NSA Representatives, SIGINT National Intelligence Officers (SINIOs) and others who meet to review accounts. The CSSG is composed of the Signals Intelligence Directorate's primary "movers and shakers" who can personally intervene to resolve policy and resource issues. The results of the CSSG are reported monthly to the SID Executive Leadership Board. The Director's staff has also expressed interest in the results of this effort, particularly since the CSSG sessions include National Cryptologic Representatives (NCRs). (U//FOUO) The core of NSA's customer relationships is understanding and meeting our customers' Information Needs. Through hard work and partnering with elements of the Extended Enterprise, the Signals Intelligence Directorate has enjoyed some success with its customer interactions, but there remains much work to be done to further this advance. We will rise to the challenge to change with our customers, anticipate their needs, and

collaborate with them on the way ahead. (U//FOUO) We hope this series has been informative and has prompted some suggestions for us. Please contact Customer Gateway Chief of Staff, S11, , @nsa, with your input. We'll be waiting to hear from you. "(U//FOUO) SIDtoday articles may not be republished or reposted outside NSANet without the consent of S0121 (DL sid comms)." DYNAMIC PAGE -- HIGHEST POSSIBLE CLASSIFICATION IS TOP SECRET // SI / TK // REL TO USA AUS CAN GBR NZL DERIVED FROM: NSA/CSSM 1-52, DATED 08 JAN 2007 DECLASSIFY ON: 20320108

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