NMCI survey may bring bonus

If you are a Navy Marine Corps Intranet user, come on down. You will get to answer questions that could be worth $164 million.

In an unusual move for government, a user survey will determine whether EDS gets a $164 million customer satisfaction incentive — money that would be above and beyond the $6.9 billion base for the eight-year contract.

Navy officials see the customer satisfaction incentive as an innovative provision of the NMCI contract because it will cause the NMCI Information Strike Force, the EDS-led group of vendors rolling out NMCI, to focus on a key metric: How satisfied are the people using the NMCI infrastructure?

Customer satisfaction will be tallied quarterly using an online survey that will go to about one-quarter of NMCI users. Within a year, every NMCI user will be surveyed, said Edward Schmitz, the lead for information technology performance measurement for the Navy's Office of the Chief Information Officer.

Navy and EDS officials are still working on the survey questions and negotiating how those questions will be weighted to determine an overall grade, Schmitz said. Therefore, Navy and EDS officials would not release the survey questions. The results of the survey eventually will be made public, officials said.

A significant incentive is tied to the customer satisfaction survey -- up to $100 per seat per quarter for what will be 411,000 seats across the Navy's shore-based operations.

EDS would get the full $100 per seat if it scores 95 percent or better in customer satisfaction; $50 per seat if it scores greater than 90 percent; and $25 per seat if it scores better than 85 percent.

Schmitz, in a briefing with reporters March 5, said the Navy decided to make the customer satisfaction incentive large enough so that it would encourage improved performance. Therefore, EDS can see a clear return on investments.

The first surveys will go out in June, primarily at NMCI's first rollout site, the Naval Air Facility, located at Andrews Air Force Base in the Washington, D.C., area. However the survey also could incorporate users at the Naval Air Reserve Center, Lemoore, Calif., and the Naval Air Systems Command at the Naval Air Station in Patuxent River, Md.

About the Author

Christopher J. Dorobek is the co-anchor of Federal News Radio’s afternoon drive program, The Daily Debrief with Chris Dorobek and Amy Morris, and the founder, publisher and editor of the DorobekInsider.com, a leading blog for the Federal IT community.

Dorobek joined Federal News Radio in 2008 with 16 years of experience covering government issues with an emphasis on government information technology. Prior to joining Federal News Radio, Dorobek was editor-in-chief of Federal Computer Week, the leading news magazine for government IT decision-makers and the flagship of the 1105 Government Information Group portfolio of publications. As editor-in-chief, Dorobek served as a member of the senior leadership team at 1105 Government Information Group, providing daily editorial direction and management for FCW magazine, FCW.com, Government Health IT and its other editorial products.

Dorobek joined FCW in 2001 as a senior reporter and assumed increasing responsibilities, becoming managing editor and executive editor before being named editor-in-chief in 2006. Prior to joining FCW, Dorobek was a technology reporter at PlanetGov.com, one of the first online community centers for current and former government employees. He also spent five years at Government Computer News, another leading industry publication, covering a variety of federal IT-related issues.

Dorobek is a frequent speaker on issues involving the government IT industry, and has appeared as a frequent contributor to NewsChannel 8’s Federal News Today program. He began his career as a reporter at the Foster’s Daily Democrat, a daily newspaper in Dover, N.H. He is a graduate of the University of Southern California. He lives in Washington, DC.


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