Culture: June 2014 Archives

NASA Notice of Information Collection: Qualitative Feedback on Agency Service Delivery

"The proposed information collection activity provides a means to garner qualitative customer and stakeholder feedback in an efficient, timely manner, in accordance with the Administration's commitment to improving service delivery. By qualitative feedback we mean information that provides useful insights on perceptions and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management. The solicitation of feedback will target areas such as: Timeliness, appropriateness, accuracy of information, courtesy, efficiency of service delivery, and resolution of issues with service delivery. Responses will be assessed to plan and inform efforts to improve or maintain the quality of service offered to the public."

Keith's note: Of course NASA won't like the answers that they get back - especially the implications for the way NASA does business and what would need to be done to fix these issues. As such NASA will ignore what this study uncovers - as they do with any and all feedback that they get from other surveys. Of course, they will still check the OMB boxes for having done the study and consider the issue to have been handled.

NASA is changing the way it does business, new GC says, Washington Post

"NASA is changing the way it is doing business, spending less on traditional contracts and partnering more with the private sector and local governments to further the growth of the commercial space industry. That transition promises to be a prime preoccupation for the agency's new top lawyer, Sumara Thompson-King. Thompson-King became NASA's general counsel on June 1, replacing Michael Wholley, who held the post since 2004. She is the first woman and the first African American to lead the agency's legal department, which has about 175 attorneys."


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This page is an archive of entries in the Culture category from June 2014.

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