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(U) CRD Launches 'CRD Forward' Initiative with Roadshow to
Germany and the UK
FROM: Sandy Stanar-Johnson
Deputy Chief, Customer Gateway (S11)
Run Date: 03/23/2004
FROM: Sandy Stanar-Johnson
Deputy Chief, Customer Gateway (S11)
(U//FOUO) From 7 to 13 February 2004, members of the Customer Relationships Directorate
leadership team took the CRD message on the road to the
US European Command (USEUCOM) and NSA/CSS Europe (NCEUR) at Stuttgart,
the European Technical Center (ETC) in Wiesbaden,
the Joint Analysis Center (JAC) at Molesworth, and the
Special U.S. Liaison Office London (SUSLOL) with a video teleconference (VTC) to
SUSLOL-Cheltenham.
Mr. Carl L. Johnson, Assistant Deputy Director for CRD, led the group.
(S//SI) The focus of the trip was to clearly define CRD missions and programs for NSA field
personnel who are performing "CRD Forward" functions. CRD pledged to collaborate better with
field activities by jointly establishing processes, setting standards and better linking the field to
CRD.
(S//SI) CRD's assessment of these visits should come as no surprise to anyone - SIGINT
continues to be critical to our customers. We (NSA) are hitting the mark, but there is much
improvement to be made by engaging the extended enterprise workforce and in developing
creative ways to engage and understand our customers.
(S//SI) Both USEUCOM, as a customer, and NCEUR, as CRD's functional forward element,
welcomed this message. An on-site explanation of how NSA Headquarters is executing
Transformation 2.0 proved to be very beneficial to the audience. This trip helped to make real
the philosophies of "SIGINT as a team sport" and "swimming upstream."
(S//SI) Major focus areas for CRD briefings included:
the Customer Engagement Strategy (including soliciting support for reinvigorating
Customer Support Plans),
Database Access processes,
Transformation 2.0 and Dissemination Initiatives, and
Support to Military Customers and organizations.
Based on initial feedback from NSA personnel, the CRD message was much appreciated and well
received.
(S//SI) At Stuttgart, Mr. William Crumm, Chief NCEUR , and 40 people from his staff attended
the CRD briefings and discussions. His focus was on forward production, information sharing,
database access, and soliciting more customer feedback. He also suggested that it would be
helpful for DA (S3) to provide more information on new capabilities to those interfacing with the
customer because knowledge of these capabilities would further refine EUCOM's Information
Need requests. Mr. Crumm expressed his approval of "CRD rolling the message beyond the
fence line to the worldwide enterprise."
(S//SI) Although the CRD team's focus was on updating NSA personnel, the team also took the
opportunity to engage the USEUCOM customers, who were eager to listen and respond to the
CRD message. LTG Sylvester, USA, USEUCOM Chief of Staff, applauded the effort, reinforced the
need to communicate regularly, and concluded by declaring he had "zero complaints." He did
ask that NSA "look hard at our intelligence priorities and requirements, and focus as you can."
Similarly, RADM Tallent, USN, USEUCOM Director of Operations, declared, "Without SIGINT,
we'd be in the dark." All spoke very highly of the network of relationships used to focus SIGINT.
They lauded the on-site services performed by NCEUR as well as the continued good relationship
with DDAP (S2).
(S//SI) At ETC , Mr. Kevin Ford and his leadership team provided their organizational backdrop,
and the CRD team focused on key issues for the ETC, Database Access and Partner Relationship
Management (PRM). The ETC would benefit from Partner Profiles that would show the big picture
relationship with that particular partner and would link ongoing activities at NSAW with mission
being performed in the field. The ETC asked the CRD team to explore the S3 connection to
CRM/PRM in order to develop business processes that link collection capabilities to customer
outcomes.
(S//SI) At JAC Molesworth , the CRD team focused on those who are performing CSG-like
functions as well as forward-deployed analysis. Those working in support of watch operations
made the most of the information CRD presented on changes to exercise support and changes in
CSG missions by preparing to change their own job descriptions.
(S//SI) In London, Mr. Chris Inglis, SUSLOL , hosted the CRD group for discussion with his staff
and then attended a VTC with SUSLOL-Cheltenham to deliver the CRD message. After hearing
the presentations and discussions, he declared that he "likes the vector CRD is taking. Clients
should go to CRD first and should not have to go anywhere else!" He particularly applauded the
Customer Response approach to Information Sharing through identifying the Five Threads to
pull through the process with a "just do this" attitude.
(U//FOUO) CRD is now discussing follow-on actions to this very fruitful first tour in order to
improve our CRD Forward program message before making the next major field visit. The CRD
video and briefings given during this TDY can be accessed from the CRD homepage .
"(U//FOUO) SIDtoday articles may not be republished or reposted outside NSANet
without the consent of S0121 (DL sid_comms)."
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DERIVED FROM: NSA/CSSM 1-52, DATED 08 JAN 2007 DECLASSIFY ON: 20320108