Customer Satisfaction Surveys: Looking Toward the Future
Session Number: 2218
Track: Government Evaluation
Session Type: Roundtable
Tags: government evaluation
Session Facilitator: Mary Ann Noecker Guadagno [Senior Scientific Review Officer - National Instittutes of Health]
First Author or Discussion Group Leader: Mary Ann Noecker Guadagno [Senior Scientific Review Officer - National Instittutes of Health]
Second Author or Discussion Group Leader: Charles Dumais [Program Analyst - NIH\Center for Scientific Review]
Third Author or Discussion Group Leader: Michael Micklin [Senior Advisor to the Director, DABP - NIH\Center for Scientific Review]
Time: Nov 12, 2015 (07:00 AM - 07:45 AM)
Room: Jackson Boardroom
Audience Level: Advanced
In 2011, President Obama issued an executive order for "Streamlining Service Delivery and Improving Customer Service" making better customer service a priority for every federal government agency. This round table discussion will examine how the Center for Scientific Review (CSR) at the National Institutes of Health is transitioning from conducting ad hoc operational assessments of the peer review process to developing a program of customer satisfacrtion research with various stakeholders using qualitative and quantitative evaluation methods. CSRs' mission is to ensure that biomedical grant applications are evaluated using a process that is competent, thorough, timely, and free of bias. This Discussion Group will examine a model for conducting a process evaluation to determine areas of success and potential improvements in the quality and cost of a federal government process. An example will show how surveys of customers can obtain immediate and cost-effective feedback for service improvements in federal government agencies.
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