EXTERNAL VIEWS AND PERCEPTIONS

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP90-00379R000100200005-8
• Release Decision: RIPPUB
• Original Classification: S
• Document Page Count: 3
• Document Creation Date: December 27, 2016
• Document Release Date: August 27, 2012
• Sequence Number: 5
• Content Type: MISC

Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100200005-8
Executive Officer, Office of Research and Development, DDSF,T
EO/ORD/DDS&T in a meeting held on 12 August 1985 regarding the
Study of OL's Service Environment and Ways to Enhance OL's Image.
The following is a series of comments developed with
Logistics Officer, and Chief
Contracts Staff, are outstanding and exceptiona
representatives of the Office of Logistics.
? ORD works through the ORD Logistics Officer who is the
liaison with Logistics Central for support.
2. Perceptions of OL Support
P$PD does excellent work but not on time due to shortages of
resources. Quality of work is outstanding.
? EBOB/RECD function is a better approach to managing external
facilities and getting this done than previous arrangement.
? SMB/SD support is adequate but hamstrung by regulations and
utilization of the GSA schedule.
Communication - If OL is accomplishing much for ORD and if
ORD is not being informed of what OL is doing for them, such
lack of communications is a measure of poor perception of
our services.
Some aspects of OL support lack confirmation of
project/service status and prognosis. Such professional
courtesies are not only desirable, but they are essential
for success and a positive OL image.
3. How to Improve Services
Submitted request to RECD in October 1983. Question as to
whether HEB/RECD or FEB/RECD to handle - Client perceived
project bouncing back and forth between branches six
times - RECD conducted an internal study and a contractor
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100200005-8
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study - ORD staff was frustrated and appealed to the D/L
- FEB/RECD directed to handle project in August 1984 -
FEB did the job in two months on 30 September 1984.
? Suggestions
Let people know you are working on their project even if you
can't give them a positive response.
Tell the client when you think it can't get done and that it
will take longer to accomplish.
OL is not providing enough feedback.
Clients have to know you are not ignoring them.
You must respond and give satisfaction.
5. Views of OL Courtesy and Professionalism
? ORD views OL as extremely courteous and professional. As
experienced through the two Logistics representatives
assigned to ORD.
? When you deal face to face with decentralized OL people,
support is great. (Perhaps because of the component's own
ignorance of who else to call for help.)
Dealing at a distance with Logistics Central is less
efficient, less effective, less responsive due to the
requesting component's ignorance and the inefficiencies
taking place at the Logistics end.
It appears that in dealing with each other at a distance, we
may not be asking the right questions in both directions,
which results in the exaggeration of the issues, inaccuracy
of requirements definition, and general misunderstanding of
each other.
8. Other Factors Influencing Perceptions
"Let's not worry about perceptions."
? "Let's do something about service."
? "Then perceptions will be taken care of."
9. OL Communications Media
HOME Newsletter for Headquarters is excellent.
? Suggest OL provide a similar External Building Newsletter.
RE
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100200005-8
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100200005-8
SECRET
External employees would be well informed and not have the
feeling of being out of the mainstream and being ignored.
25X1
25X1
10. OL Communications in the Training Area
0 Utilize the Mid-Career Course to provide overview of OL.
Make a distinction and present a combination of anecdotal
briefings and standard/functional briefings.
Anecdotal briefings should include
speci
al support -
and war story experiences to define the other dimensions
and image of OL.
Show your audiences that you are not only involved in
housekeeping, plumbing, air conditioning, escorting, and
mundane activities.
0 Utilize more showmanship in your briefings.
Brief the CT Courses and Introduction to CIA Course.
Brief the New Chiefs-of-Station Seminar.
11. Other Suggestions for Improving OL Image.
0 It appears to many that OL is like a big hole into which
requests are sent.
? It seems like OL lines u requests and handles them
first-in-first-out (FIFO in general.
0 Suggest OL determine order of relative task actions at a
more senior level, and make prioritization decision based
upon some other acceptable criteria and rationale, other
than FIFO, but also including relativity to a better
understanding of interactive operational needs.
0 Such higher level of attention to prioritization will
require someone who can adjudicate conflicting requests and
has the authority to do so.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100200005-8