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(U//FOUO) CRD Hosts Second Party Customer Relations Conference
FROM:
Customer Gateway (S11) Chief of Staff
Run Date: 07/19/2004
(TS//SI) Recently S1, the Customer Relationships Directorate, and S11, Customer Gateway,
hosted the first-ever Second Party Customer Relations Conference. The conference was held on
2-4 June, and included eleven guests from our four Second Party partners, as well as five of
their on-site Liaison Officers. The theme of the conference was "Customer Relations: Different
Perspectives, Same Goal", and the conference was the second new 2nd Party partner initiative
launched this year geared toward creating the Global SIGINT Community envisioned in the 2nd
Party Business Vision .
(TS//SI) Earlier this year, CRD's Customer Gateway kicked off a Second Party Information Needs
Exchange Working Group, which meets bi-monthly to discuss and negotiate the level of
Information Needs (IN) exchange needed by each partner. Based on the group's discussions, it
became apparent that the Second Party Community needed to move beyond simply exchanging
INs, and begin collaborating on a much broader range of Customer issues. Thus the idea of the
Second Party Conference was born, and based on its overwhelming success, look for it to be an
annual event.
(S) Mr. Charlie Meals, SID Deputy Director, opened the conference on Wednesday morning,
welcoming our guests and laying the groundwork for three days of information exchange,
networking, and future planning. Each of the eleven Second Party* guests presented briefings
outlining Customer Relations Management (CRM) best practices, to include successes and
challenges. These were followed by several NSA presentations, including a National SIGINT
Requirements Process (NSRP) overview, a Customer Information Needs Response (CINR)
update, a Customer SCORECARD briefing co-presented with GCHQ, and a Customer Feedback
Sharing briefing. To balance the government CRM perspective, two speakers from private
industry briefed the audience to provide the corporate focus.
(S) The second half of the conference was spent generating and prioritizing CRM initiatives of
highest interest, and then breaking into mixed-group sessions to generate action plans on the
top three initiatives. Social and networking opportunities included a reception at the National
Cryptologic Museum on Wednesday evening, hosted by our Second Party guests, and dinner at
The King's Contrivance Restaurant on Thursday evening, hosted by Mr. Gary Grantham, Principal
Director, Foreign Affairs Directorate.
(S) On Friday morning, the groups briefed the SID Leadership team on their findings and action
plans on three projects, to be worked jointly by 5-Eyes teams over the coming year. These
projects are: Information Needs Exchange, Sharing Customer Feedback, and Creating and
Fostering a 5-Eyes Customer Service Community to Satisfy Customer Needs. Finally,
, Deputy Director, Customer Relationships Directorate, closed the conference on Friday
afternoon.
(U//FOUO) In addition to our Second Party guests, a number of SID personnel also attended all,
or part of, the conference. These attendees became active conference participants, and
contributed significantly to the breakout sessions and final action briefings. The conference
venue was small by design, with an average daily attendance of about 40 people. This smaller,
working-group type of atmosphere helped organizers achieve a friendly, collaborative, and
interactive setting which, according to our guests, was one of the highlights of the conference.
Other post-conference feedback was overwhelmingly positive, and the participants unanimously
agreed that this inaugural Second Party Customer Relations Conference would serve as the
impetus for an annual event. For more information about the conference, and to view the
Second Party CRM briefings, please visit the web at:
*(U) Notes : the Second Parties are the British Government Communications Headquarters
(GCHQ), Australia's Defense Signals Directorate (DSD), New Zealand's Government
Communications Security Bureau (GCSB), and Canada's Communications Security Establishment
(CSE).
"(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