APPROACH

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP90-00379R000100040001-0
• Release Decision: RIPPUB
• Original Classification: K
• Document Page Count: 35
• Document Creation Date: December 27, 2016
• Document Release Date: March 22, 2012
• Sequence Number: 1
• Content Type: MISC

Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
APPROACH
Phase I - Initial direct discussion re--
What we're trying to do.
What we want to achieve.
The questionnaire.
Phase II - Followup meetings.
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Views and perceptions of selves.
How others see us.
Problem areas.
Ways to improve services.
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Problem areas/issues
Positive/negative observations
Specifics
Perceptions
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Candid views/perceptions
Areas of satisfaction/dissatisfaction
Constructive criticisms
Suggestions for improved service
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
OBSERVATIONS OF PERSONS QUERIED
Genuine interest
Commitment to effort
Active participation
Candid expression
Both accurate/inaccurate perceptions
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Major recurring themes/issues
Complaints/negative perceptions
Suggestions for improvement
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"Conduct a study of OL's service environment
and develop an orientation program
to enhance OL's service image"
1. Identify major service/support units in OL,
i.e., image creators.
2. Hold discussions with managers/employees in
support units to identify support/service
procedures and areas needing improvement.
3. Conduct a voluntary random survey of the
Agency population to solicit comments on OL
service.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Milestones (cont'd)
4. Review and/or develop written instructions
and guidelines on responses to customers for
each image-creating unit.
5. coordinate with OTE, OL/P&TS, and OL/P&PD to
develop an orientation/training program to
enhance OL's image (example: skits, written
sample queries w/responses, films, videos).
6. Obtain management approval of the plan.
7. Test plan and evaluate results.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Milestones (cont'd)
8. Implement the orientation program through:
OJT (give copy of written guidelines for
job to new employees).
? Written communications.
? Posters.
Courses and conferences.
-- Logs Orientation Course
-- Secretaries' Conference
-- EOD courses (e.g., Intro to CIA)
-- Field Admin Course
-- HQ Property-Accounting Course
-- D/L Quarterlies
-- OL Conference
9. Develop means to ensure courtesy and
responsiveness and execute through managers.
Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
"Conduct a study of OL's service environment
and develop an orientation program
to enhance OL's service image"
1. Identify major service/support units in OL,
i.e., image creators.
2. Hold discussions with managers/employees in
support units to identify support/service
procedures and areas needing improvement.
3. Conduct a voluntary random survey of the
Agency population to solicit comments on OL
service.
Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Milestones (cont'd)
4. Review and/or develop written instructions
and guidelines on responses to customers for
each image-creating unit.
5. Coordinate with OTE, OL/P&TS, and OL/P&PD to
develop an orientation/training program to
enhance OL's image (example: skits, written
sample queries w/responses, films, videos).
6. Obtain management approval of the plan.
7. Test plan and evaluate results.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Milestones (cont'd)
8. Implement the orientation program through:
OJT (give copy of written guidelines for
job to new employees).
? Written communications.
Posters.
? Courses and conferences.
-- Logs Orientation Course
-- Secretaries' Conference
-- EOD courses (e.g., Intro to CIA)
-- Field Admin Course
-- HQ Property-Accounting Course
-- D/L Quarterlies
-- OL Conference
9. Develop means to ensure courtesy and
responsiveness and execute through managers.,
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
RECURRING ISSUES
SERVICE-attitude/orientation lacking.
OL-customer COMMUNICATION lacking in:
knowledge about who/what/why/when of OL activities.
feedback on requisition/project status.
Inter--OL COMMUNICATION lacking (knowledge of other OL components
besides own).
PERSONNEL seen as under-qualified, inexperienced, rotated too fast.
STAT
seen as bottleneck; decentralized people OK.
PROCESS bureaucratic.
RESPONSIVENESS/TIMELINESS poor.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
RECURRING ISSUES (cont'd)
SPECIFIC PROBLEM areas:
Procurements.
Architectural design.
Space management.
STAT
Contracting for commercial conference facilities.
To lesser extent:
Mf,O
Timeliness of P&P work.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
RECURRING ISSUES (cont'd)
LEAST UNDERSTOOD:
Procurements.
Acquisitions.
RECD/HOME responsibilities.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
COMPLAINTS/NEGATIVE PERCEPTIONS
Service/attitude
OL forgets it's a service business.
Not "How can I help you?" but "Here's why I can't help you."
Unwilling to help customer through technical details.
Act as though doing favor rather than providing a required service.
....the faceless person who doesn't respond."
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
COMPLAINTS/NEGATIVE PERCEPTIONS
Personnel
Logs people are: under-qualified
inexperienced
junior trainees
rotated too fast
OL is overworked and understaffed.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
COMPLAINTS/NEGATIVE PERCEPTIONS
Process
Bureaucratic.
Overlaps of approval levels.
Takes too long
PCs and furniture.
Collection of excess property.
Requisitions.
Space management.
Supplies/equipment/furniture.
Contracting for commercial conference facilities.
Architectural design/construction.
Procurements.
Feedback lacking; frequent followup essential.
Obsession w/paperwork.
Work done on FIFO basis; fragmented.
External buildings neglected.
Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Attitude
Stress "can do" instead of "can't do."
Don't make excuses, pass the buck, or be negative. Try to help
and be positive even if you don't see a solution.
Treat people as if they're special, and mean it.
Develop a support ethic. Foster better understanding of customer
needs.
Improve telephone manners.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Responsiveness
Provide better requisition/work order response time.
Improve pickup of PTI items.
Log officers coordinate sooner w/chiefs of support on PPS/CPN
operational needs.
Develop knowledge and understanding of DO's unique role and
sense of urgency re DO mission.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Communications w/customers
Help requestor define specifics/develop operational requirement/plan
steps in detail.
Educate as to processes/variables that affect support timeframes.
Give voluntary feedback on job status.
Cast answers in the positive.
If complications, let requestor know soonest--and steps you're
taking to eliminate or minimize them.
Communicate w/the requestor to resolve problems.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Communications w/customers (cont'd)
Give logical, realistic, credible, consistent reasons why things
should/shouldn't be done.
Learn authority required/sources of additional info/how system
operates to provide support.
Find answers/get back to customer.
Be sure you and the customer understand the facts.
Don't make commitments w/no basis--or promises that can't be kept.
Maintain friendly, informative contact.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Communications w/Area Div support officers
Coordinate, inform and keep involved.
Encourage logs/support people to seek early guidance.
Communications w/general Agency populace
What's going to happen in areas that affect them?
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Communications within OL
What other divs do/are responsible for.
Key people they can go to for answers.
Who calls should be referred to.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR IMPROVEMENT
Communications - general
What are we doing about the problems brought out in this study?
Use speed letters, personal contact, or telephone calls instead of
memos.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
SUGGESTIONS FOR BETTER COMMUNICATIONS
Presentations/briefings/meetings
Training courses
Tours
Visits
Written media
Conversations
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
MORE INFORMATION NEEDED ON
Procurement
authorities
limitations
leadtimes
DO log officers' responsibilities re use/input into
procurement system.
Acquisitions
How requisitions processed ($ deadlines)
Legal and other constraints.
Sole-source and personal-service contracts.
Supply
STAT
T$I process for getting item to customer.
Property accountability/control.
Transportation.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
MORE INFORMATION NEEDED ON (cont'd)
Commercial conference facilities.
HOME vs RECD responsibilities.
Maintenance/repair.
Fine arts.
OL's interface w/other Gov't agencies.
Security problems re all phases of OL services.
Operational support.
Logistics responsibilities left up to components.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
OL components understaffed.
OL capabilities/services/procedures not understood by customers.
Needed:
Feedback (both from and to OL).
Trouble desk.
Increased automation.
Response time can/should be improved.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
Professionalism
Timeliness
Attitude
Quality of product and services
Responsiveness
OL PEOPLE -- primary factor
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
OL PERCEPTIONS OF SELF
Well-qualified, skilled, highly educated professionals.
Quality of people competitive in relation to other components.
Chronically understaffed; directly affects performance.
Continuity lacking among clericals and professionals
(complicates already unstable workforce).
Little recognition (by OL top management/customers/rest of
Agency) for "job well done."
Fewer high-grade people in OL than in other components.
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
NEGATIVE IMAGE AS SEEN BY CUSTOMERS
Bureaucratic
Bottlenecks/obstacles
"Consistently snowed-under with work."
"You call, we haul."
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
COMPLAINTS/NEGATIVE PERCEPTIONS
Service/Attitude
OL forgets it's a service business. (NPIC, NE Div)
Not "How can I help you?" but "Here's why I can't help you."
(OCR)
Unwilling to help customer through technical details. (OCR)
OL people act as though doing favor rather than providing a
required service. (CPAS)
"...the faceless person who doesn't respond." (DS$T)
Personnel
Logs people are--
under-qualified; lack experience, background, $ confidence.
(OTS, OCR
junior trainees in jobs requiring trained and experienced
junior officers. OTS
rotated too fast. (OTS, LA Div)
unwilling to delegate responsibility for making decisions;
lose time " uck passing." (OCR)
OL overworked and understaffed. (CPAS, OCR)
Process
Bureaucratic. (NPIC, OTS, ODE, OSO)
Overlaps of approval levels. (ODE)
Takes too long (SSA/DA)
PCs and furniture. (OTS)
Collection of excess property. (OCR)
Requisitions. (SE Div, ODE)
Space management. (SE Div)
Supplies/equipment/furniture. (OGI)
Contracting for commercial conference facilities. (OGI)
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
COMPLAINTS/NEGATIVE PERCEPTIONS (cont'd)
Architectural design/construction. (DI, DCI Admin, EA Div)
Procurements. (DI, DS$T)
Feedback lackin ; frequent followup essential. (OGI, SE F, NE
Divs, CPAS)
Obsession w/paperwork (LA Div).
Work done on FIFO basis; fragmented response rather than total
problem solution.. DSFT
HQ attended to; external buildings neglected. (DSF,T)
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 Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0
MORE INFORMATION NEEDED ON
Procurement authorities/limitations (EA Div).
Procurement leadtimes (SSA/DA). Why process takes so long
(OTS) (OGI)
What's expected of DO logs officers re use/input into
procurement system (don't get PNs as-issued) (SSA/DA).
Procurement/supply and transportation (NPIC, CPAS, OCR).
Acquisitions of materials/services: how requisitions processed
($ deadlines); legal and other constraints (sole-source competitive
bids, etc). (NE F EA Divs)
Sole-source and personal-service contracts. (DCI Admin, CPAS)
Acquiring commercial conference facilities. (OSO)
Property accountability/control. (OGI)
HOME vs RECD responsibilities (FBIS). RECD (SSA/DA)
T&I process for getting item to customer. (ODE)
STAT
Maintenance/repair. (CPAS)
Fine arts. (CPAS)
OL's interface w/other Gov't agencies. (NE Div)
Security problems re all phases of OL services. (EA Div)
Operational support. (EA Div)
Logistics responsibilities left up to components. (EA Div)
Declassified in Part - Sanitized Copy Approved for Release 2012/03/22 : CIA-RDP90-00379R000100040001-0