thedrifter
06-09-07, 08:39 AM
Survey: NMCI user satisfaction down
By John Hoellwarth - Staff writer
Posted : Saturday Jun 9, 2007 6:52:34 EDT
Marines and sailors’ overall satisfaction with their civilian-run computer network has gone down, according to survey results announced on the Navy’s Web site May 30.
A randomly administered user survey about the Navy-Marine Corps Intranet administered by Plano, Texas-based Electronic Data Systems, places overall satisfaction at 78.9 percent during the second quarter of fiscal 2007, more than six percentage points shy of the 85 percent mark that would entitle EDS to incentive payments under the $11.9 billion contract.
NMCI has not achieved an 85 percent overall satisfaction rating in any quarter since the contract was signed in 2001.
The decline in satisfaction follows a 7.8 percent increase that NMCI saw in the first quarter of fiscal 2007 when it began using new survey questions “that focus on daily operations, help desk, local and remote base operations and communications,” according to a Navy release.
“Customer satisfaction results vary from survey to survey. For example, in the previous round of surveys, results were up, even though we adopted a more comprehensive survey methodology,” EDS spokesman Doug Delay wrote in an e-mail response to questions. “We are committed to improving the satisfaction of our NMCI customers in all areas.”
Delay did not return phone calls seeking further comment.
The second-quarter survey data showed the Marines and sailors using NMCI are most satisfied with the professionalism of EDS’ civilian help-desk personnel, who received 90.2 percent approval, according to the release.
Marines and sailors are least satisfied with their access to Web content through the network’s firewalls. Only 66.9 percent of respondents approved of the restrictions NMCI places on the Web sites they can visit, according to the release.
EDS is contractually obligated to survey customer satisfaction each quarter and uses the data from those surveys “to track performance trends of customer satisfaction, identify where services need improvement, and determine contractor incentives, if any,” the release states. “For the second-quarter survey period, more than 20,000 users submitted completed responses for a collective response rate of 12 percent, up 1 percent from the first quarter.”
Col. Lyle Cross, acting NMCI program manager for the Navy Department’s enterprise information systems, said the second-quarter survey data will help officials “better identify specific areas of dissatisfaction” and “target improvement initiatives,” according to the release.
By Thursday afternoon, the Navy Department’s NMCI spokeswoman had not responded to questions about officials’ level of concern over the second-quarter satisfaction decline or the steps NMCI officials were taking to address it.
Ellie
By John Hoellwarth - Staff writer
Posted : Saturday Jun 9, 2007 6:52:34 EDT
Marines and sailors’ overall satisfaction with their civilian-run computer network has gone down, according to survey results announced on the Navy’s Web site May 30.
A randomly administered user survey about the Navy-Marine Corps Intranet administered by Plano, Texas-based Electronic Data Systems, places overall satisfaction at 78.9 percent during the second quarter of fiscal 2007, more than six percentage points shy of the 85 percent mark that would entitle EDS to incentive payments under the $11.9 billion contract.
NMCI has not achieved an 85 percent overall satisfaction rating in any quarter since the contract was signed in 2001.
The decline in satisfaction follows a 7.8 percent increase that NMCI saw in the first quarter of fiscal 2007 when it began using new survey questions “that focus on daily operations, help desk, local and remote base operations and communications,” according to a Navy release.
“Customer satisfaction results vary from survey to survey. For example, in the previous round of surveys, results were up, even though we adopted a more comprehensive survey methodology,” EDS spokesman Doug Delay wrote in an e-mail response to questions. “We are committed to improving the satisfaction of our NMCI customers in all areas.”
Delay did not return phone calls seeking further comment.
The second-quarter survey data showed the Marines and sailors using NMCI are most satisfied with the professionalism of EDS’ civilian help-desk personnel, who received 90.2 percent approval, according to the release.
Marines and sailors are least satisfied with their access to Web content through the network’s firewalls. Only 66.9 percent of respondents approved of the restrictions NMCI places on the Web sites they can visit, according to the release.
EDS is contractually obligated to survey customer satisfaction each quarter and uses the data from those surveys “to track performance trends of customer satisfaction, identify where services need improvement, and determine contractor incentives, if any,” the release states. “For the second-quarter survey period, more than 20,000 users submitted completed responses for a collective response rate of 12 percent, up 1 percent from the first quarter.”
Col. Lyle Cross, acting NMCI program manager for the Navy Department’s enterprise information systems, said the second-quarter survey data will help officials “better identify specific areas of dissatisfaction” and “target improvement initiatives,” according to the release.
By Thursday afternoon, the Navy Department’s NMCI spokeswoman had not responded to questions about officials’ level of concern over the second-quarter satisfaction decline or the steps NMCI officials were taking to address it.
Ellie