SECURITY COOPERATION REINVENTION

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REINVENTION
BUSINESS PROCESSES INITIATIVES
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BUSINESS PROCESSES INITIATIVES

• Customer Satisfaction Index
• Electronic LOA Coordination
• Electronic How To Guide for LOR Preparation

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CUSTOMER SATISFACTION INDEX

• WHAT
• A web-based management system which measures
  customer satisfaction
• A management tool to effect improvements and
  direct resources where needed
• Will be a three phase system conducted annually
  and be event-driven (i.e., after various phases
  of the FMS process pre LOR/LOA, case
  development, and case execution)
• WHY Responds to customer request for reliable
  and accurate feedback mechanism
• ACCOMPLISHED Army implemented Sep 01
• TO DO Software package to Navy and Air Force
  for their testing

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ELECTRONIC LOA COORDINATION

• WHAT Electronic Countersignature the first in
  a series of IT developmental steps
• Major innovation in use of information technology
  capabilities
• Eliminates need to mail paper documents to DSCA
• Speeds countersignature parallel processing
  rather than sequential
• Could decrease LOA approval time by 7-10 days,
  thus increasing efficiency and FMS customer
  satisfaction
• WHY Customer complaints about excessive
  processing times.
• ACCOMPLISHED Implemented August 13, 2001
• TO DO Meld into Defense Security Assistance
  Management System and the Case Execution
  Management Information System

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CUSTOMER LOR GUIDE

• WHAT
• Web-based and CD reference for construction of
  effective Letters of Request (LOR) by our
  customers
• Geared to majority of FMS customers
• WHY
• Speed-up processing times
• Minimize need to return LORs for clarification
• ACCOMPLISHED Existing version is both a stand
  alone product as well as a chapter in the
  Electronic Customer Assistance Handbook
• TO DO Publicize and update as required