| Leaders: |
Tim Destri (LIX) and Richard.Lafosse (SMG) |
| Description: |
A primary prerequisite to achieving the overall goal of improving aviation services is developing more awareness of our customer's needs and taking steps to raise their level of satisfaction with our products and services. Of course, documenting specific customer requirements necessitates a clear identification of who the customers of NWS products and services are, and establishing and maintaining a continuous dialogue with them. Feedback received during the dialogue process would be used to monitor the effectiveness of program improvements and assess changes in customer requirements. |
| Tasks: |
Raising customer awareness and satisfaction in the regional aviation weather services program can be accomplished by: |
| 2.1 |
Identifying regional customers of NWS products and services.
Target: March 2001
|
| 2.1.1 |
Compile comprehensive list of all known aviation customers (enlist help of WFOs and CWSUs). |
| 2.1.2 |
Employ "networking" concept to identify other potential customers. |
| 2.1.3 |
Determine specific points of contact for each customer. |
| Resources: Development team meeting $3,000 |
| 2.2 |
Determining customer satisfaction with current products and services and identifying areas of possible improvement. Target: April 2001
|
| 2.2.1 |
Develop an agency-approved survey to be used in identifying current product and service usage, and assessing the current level of satisfaction. |
| 2.2.2 |
Use survey initially to conduct personal interviews with a small cross-section of customers identified in 2.1.1 and 2.1.2. |
| 2.2.3 |
Post survey on regional aviation website to encourage other customers who were not interviewed to submit responses (it is recognized that historically only a small percentage of surveys administered via mail service ever get completed and returned). |
| 2.2.4 |
Compile data from the survey to determine current regional aviation customer requirements. |
Resources: Travel to conduct customer interviews $2,500
Printing of survey (limited copies) $250 |
| 2.3 |
Developing an interactive webpaqe.
The most effective means of establishing and cultivating a continuous communications link between the NWS and its aviation customers is through the regional aviation website. It is proposed that a dynamic and interactive page, specifically designed with our customers in mind, be programmed into the website. Customers would have an open link through which to provide comments regarding our products and services, thus allowing the Southern Region a means of gaging customer satisfaction. Target: June 2001
|
| 2.3.1 |
Re-enlist the website development team to investigate the best options for the development and maintenance of an interactive page. |
| 2.3.2 |
Begin development and testing. |
| Resources: Currently unknown, but possibly travel for 1-2 team meetings and for software development/procurement. |
| 2.4 |
Developing an updated regional aviation services brochure.
The updated regional aviation brochure should reflect our commitment to the aviation customers, as stated in the Strategic Vision 2005 document. It would point customers to the new regional aviation website and stress both the need and importance of continual customer feedback. The brochures would be mass distributed initially, but then made available at all aviation-related conferences, seminars, and workshops. Target: July 2001
|
| 2.4.1 |
Establish a team to design the layout of the brochure. |
| 2.4.2 |
Identify the desired content of the brochure and include a clear reference to the regional aviation website. |
| 2.4.3 |
Mass produce finished aviation brochure:
- Conduct initial mass mail-out to customers identified in 2.1.1 and 2.1.2.
- Make stock available for offices to use in outreach and for distribution at local and regional aviation events.
|
Resources: Travel for one team meeting $ 2,500
Brochure printing (1,000 copies) $500 |
| 2.5 |
Developing a poster detailing NWS aviation products, services, and websites, as well as our commitment to program improvements.
A dynamically-designed full-length poster can be utilized as advertisement at local and regional aviation events. The intent would be to portray the Region's commitment to moving the aviation services program forward. As such, posters could be displayed in regional field offices and serve to help achieve our first initiative of reminding our employees of our service commitment. Target: June 2001
|
| 2.5.1 |
Establish team to design layout and content of poster. |
| 2.5.2 |
Mass produce poster for distribution. |
| Resources: Travel for one team meeting $ 2,500
Poster production $1,000 |
| 2.6 |
Expanding the WCM model to the aviation program to better support the customers.
The outreach model used by WCMs at the WFOs is effective in providing the necessary education and preparedness training on severe weather concepts and to emergency managers, law enforcement agencies, HAM radio operators, and spotter groups. It is proposed that such a model be expanded to include education and preparedness to aviation customers, such as pilots, dispatchers, and controllers. Target: July 2001
|
| 2.6.1 |
Establish a team consisting of WCMs and MICs to explore ways to expand the model to accommodate aviation outreach. |
| 2.6.2 |
Implement a test of the concept at one or two offices to examine the draw on resources and difficulties in scheduling activities. |
| Resources: Travel for one team meeting $ 2,500 |
