Appendix 3-VirtualProcess.pptx
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- Customer Satisfaction Survey (CSS) RFP
- Solicitation number
- HTC711-20-R-R021
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Visual of Future Process 3/4 Short Survey’s sent at stages
| Stage | Purpose | Number of Questions | Trigger |
| *1 | Origin Processes | 1 | Completion of Counseling |
| 2 | Quality of Origin services | 3 | After Actual Pickup Date |
| 3 | Quality of Destination services | 4 | After Actual Delivery Date |
| ** 4 | Claims Process (If applicable) | 1 | After Claims process |
* Customers with multiple shipments (HHG, UB, NTS, PPM etc.) will only get this once ** Sent only after Claim is settled (if one is filed) DoD Customer initiates movement process in Government IT system Upon completion of each identified stage the Government IT system sends a notification to the contractor to send applicable CSS The contractor initiates CSS survey to customer Customer completes CSS. Results are automatically captured by Contractor COR receives monthly reports to evaluate GHC contractor customer touch points Government COR Independent CSS Contractor Government IT System
DoD Customer
Triggers Reports GHC System
TOGETHER, WE DELIVER.
UNCLASSIFIED
This is a pictorial representation of what the process might look like.
Of course, as the acquisition process continues, the possibility exist that a prospective vendor has a different and better idea to accomplish the vision.
We are still at the beginning stages of the process so there may be some things not mentioned. As this gets built we will ensure that all possible scenarios are reviewed and addressed.
Customer counseled: Survey 1 sent. One question asked. Using 5 point Likert scale customer responds.
NOTE: Customers with multiple shipments (NTS, HHG, UB, PPM etc.) will only get this CSS once. It evaluates the overall counseling provided by the GHC.
Packed/Picked up: Survey 2 sent. Three questions asked.
Delivery: Survey 3 sent. Four questions asked. This CSS will have a note that informs the customer that if they are going to be filing a claim they will get one more One Question Survey.
Claim Final: Survey 4 sent. One question asked related to the satisfaction and timeliness of the Claims process.
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