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(U//FOUO) Customer Support Plans -- The Other CSP
FROM:
Deputy Chief, Customer Account Management (S112)
Run Date: 11/17/2004
New CSPs detail what SID will do to support particular customers' needs; updated annually
(U//FOUO)
(U//FOUO) When you hear the acronym CSP, most think about the Cryptologic Support Plans
(see related article ) that describe how NSA will support a given military operation. Now,
however, "CSP" can also refer to a new customer engagement vehicle being developed in S11
(Customer Gateway), namely the Customer Support Plan. The S11 CSP is a service-level
contract for products and services between SID and its customers. The plan documents strategic
intelligence needs, the required level of SIGINT service, and a description of the customer
information space. It also includes an action plan that lays out the necessary steps for improved
services and support.
(U//FOUO) These CSPs are developed using the SCORECARD process. Here's how it works: the
Customer SCORECARD is a series of personal interviews (it is not a survey!) conducted by
NCRs/SEAMs* and/or Account Managers within a customer set. The interview questions are
standardized for all 50-plus customers and include both numerical evaluations of how well we
are meeting customer needs, and open-ended questions about customer strategic direction and
their "NSA wish list." SCORECARD data is then compiled into action plans and codified in the
CSP.
(U//FOUO) The CSP action plans are vetted with Target Offices of Primary Interest (TOPIs) and
key enablers to determine areas where we can improve our support, and to also determine
issues for which NSA will not be able to provide help to our customers. A completed CSP is then
communicated back to the customer as the "service level contract" for the next 12 months. Data
used in this process is also available to the corporation to make strategic mission and resource
decisions.
(U//FOUO) For more information on S11 Customer Engagement Strategy go to
and click on the new SID Customer Engagement
Strategy link at the top of the page.
*(U) Notes:
NCR = NSA/CSS Representative
SEAM = Senior Executive Account Manager
"(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