OJP_Industry_Day_PPT__10.26.2018.pdf

10/24/2018

Industry Day:

OJP Communications and Customer Service

October 26, 2018 page

Agenda

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• Industry Day: Welcome and Goals

• OJP: Who Are We and What Do We Do?

• OJP Communications and Customer Service

• Function and Impact

• Current Services

• Future Evolution

• Closing Remarks and Next Steps page

Industry Day Goals

• To ensure synergy between OJP and industry representatives

• To incorporate industry best practice comments into the strategy development of this anticipated requirement

• To gain a better understanding of recent industry developments and capabilities

OFFICE OF JUSTICE PROGRAMS COMMUNICATIONS AND CUSTOMER SERVICE

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Who Are We?

OJP – Our Story

OJP provides innovative leadership to federal, state, local, and tribal justice systems by disseminating state-of-the art knowledge and practices across America, and providing grants for the implementation of these crime fighting strategies.

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Who Are We?

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https://youtu.be/WYDXEq12KrY page

Who Are We?

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OJP comprises six statutorily authorized offices and bureaus, each with specific missions, supported by a range of business offices:

BJA

Bureau of Justice

Assistance

BJS

Bureau of Justice

Statistics

NIJ

National Institute of Justice

OJJDP

Office of Juvenile

Justice and Delinquency Prevention

OVC

Office for

Victims of Crime

SMART

Office of Sex Offender

Sentencing, Monitoring, Apprehending, Registering and Tracking

EEO

Equal

Employment Opportunity Office

OA

Office of

Administration

OAAM

Office of Audit, Assessment, and Management

OCFO

Office of the

Chief Financial Officer

OCIO

Office of the

Chief Information Officer

OGC

Office of the

General Counsel

OCR

Office for

Civil Rights

OCOM

Office of

Communications

B us in es s O ff ic es P ro gr am O ff ic es page

What Do We Do?

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The bureaus and offices contribute to OJP’s overarching mission by providing:

Grant Funding

Publications, Products, and Resources

Training and Technical Assistance

Data Collection, Statistical Analysis, and Reporting

Research and Program Evaluation

Translation of Scientific Evidence for Stakeholders page

Role of Communications and Customer Service

If no one knows what we do, no one benefits from what we do.

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Collective Success Story – Bulletproof Vests

Officer Jose Rodriguez

Officer William Krikava

• Funding Product Research

• Developing Product Performance

Standards

• Field Testing

NIJ

• Funding for Vest Purposes

• Sharing Success Stories

BJA

• Inviting and Engaging Scientific Communities, Law Enforcement, and Private Sector Manufacturers

• Maintaining Momentum in the Field

• Expanding the Stakeholder Base

Ongoing Communications page

Collective Success Story – Bulletproof Vests

10OFFICE OF JUSTICE PROGRAMS COMMUNICATIONS AND CUSTOMER SERVICE

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Collective Success Story – Bulletproof Vests

• Funding Product Research

• Developing Product Performance

Standards

• Field Testing

NIJ

• Funding for Vest Purchases

• Sharing Success Stories

BJA

• Inviting and Engaging Scientific Communities, Law Enforcement, and Private Sector Manufacturers

• Maintaining Momentum in the Field

• Expanding the Stakeholder Base

Ongoing Communications

Marketing Success Stories

Speech Writing

Blog Maintenance Responding to Queries from Stakeholders

Conference Support

Congressional Inquiry

Video Production

Editing Solicitations

Email Marketing

Graphic Development Library Research Archives

Media Inquiry

Official Correspondence

Photography Resource

Press Releases

Publication Development Report Dissemination

Sharing ResourcesSocial Media Posts

Success Story Capturing Web Content Post and Updates

Trade Magazine Story

Twitter, YouTube, Facebook page

Current Services

COMMUNICATION SERVICES

• Writing

• Editing

• Graphic Design

• Multimedia

• Web Content Support

• Project Management page

Current Services

MARKETING SERVICES

• Strategic Planning

• Campaign Development and Implementation

• Day-to-Day Marketing

• Measure Marketing Effectiveness

• Mailing and Lead List Generation and Maintenance

• Generate and Administer Surveys and Other Feedback Mechanisms page

Current Services

CUSTOMER SERVICE

• Response Center

• Library Services

• Online Store

• Subject Matter Expertise

• Measure Effectiveness and Satisfaction page

Current Services

CONFERENCE SUPPORT

• Procure, Staff, and Support Exhibiting at In-Person Events

• Virtual Meeting and Webinar Support

• Maintain Justice Events Calendar

• Pursue Event-based Marketing Opportunities

• Measure Effectiveness and Satisfaction page

Future Evolution

Streamlining Processes

Improving Content

Pushing the Envelope page

Strategic Communications

Maintain flexibility and adaptability in a complex environment

Collaborate and communicate with and across other OJP components/business offices and contractors

Performance Metrics – Outputs, Outcomes & Impact

Prioritizing Based on Value

Future Evolution

OFFICE OF JUSTICE PROGRAMS COMMUNICATIONS AND CUSTOMER SERVICE 17

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Communications in OJP’s Context

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OJP has laws, policies, and regulations that must be kept in mind when designing your approach, including:

• DOJ Social Media Policy

• DOJ Privacy Policy

⎻ DOJ Use of Third Party Websites

⎻ Website Measurement and Customization Technologies

⎻ DOJ Website Linking Policy

⎻ Email Subscriptions and Updates

• Plain Language Requirements

• Section 508

• Paperwork Reduction Act

• Security Requirement for Contract Personnel page

Communications in OJP’s Context

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OJP uses technology including the following to enable its communications and customer service efforts:

• GovDelivery Communications Cloud: used for email dissemination

• Foresee: used for customer satisfaction and other surveys

• SharePoint 2013: used for intranet and internal information sharing

• SharePoint 2013 (and other customer platforms): used for web content delivery

• Google Analytics: used for website analytics

• A custom Customer Relationship Management platform

Separate contracts – outside the scope of this effort – support the following work:

• OJP Websites and information development projects, operations, and maintenance of OJP IT systems page

Our Key Questions

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See the FedBizOpps announcement for the key questions and capabilities for which OJP wants to collect information.

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Our Request

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Focus on areas for which you can provide exceptional service – you don’t have to cover all the requirements

Submit your capabilities to:

CACSS.RFI@usdoj.gov

November 14, 2018

See the FedBizOpps announcement for additional instructions and details.

Industry Day:

OJP Communications and Customer Service

October 26, 2018