Recent News
NMCI Customer Satisfaction Survey Trend Continues Upward Climb
By EDS NMCI Communications 6th March 2008
Customer satisfaction among Navy Marine Corps Intranet (NMCI) users surveyed in December 2007 has reached its highest level in the history of the program. With an overall satisfaction rate of 85.8 percent, up 2 percent from last quarter, the latest end-user satisfaction survey results continue the upward trend with an increase for the third consecutive quarter.
Since its inception in 2000, NMCI has helped the Navy and Marine Corps transition to a standardized information technology (IT) platform that delivers comprehensive information services and enables knowledge sharing through an assured, interoperable network environment. EDS has used quarterly satisfaction surveys to direct improvement in services for end users.
Continuous Technology Improvements Driving Satisfaction
Responses from this quarter's survey indicated that, in general, NMCI users surveyed are increasingly satisfied with both the performance of their technology and with the supporting services. Contributing to rising end-user satisfaction levels are the many projects EDS initiated or completed in 2007 aimed at improving network performance. Now, more than ever, EDS has the ability to proactively manage disruptions and changes in the NMCI network, identifying potential issues before they hit the end user.
Among the latest performance measurement and analysis tools used by the NMCI team are the Client Performance Monitor (CPM), a desktop performance monitoring capability. Now implemented in more than 100,000 unclassified seats, EDS uses CPM to determine how changes to NMCI, such as installing new infrastructure or security protocols, affect the end-user experience. Plans are under way to implement CPM across the entire NMCI enterprise in 2008.
EDS has also implemented Key Performance Indicators (KPIs) across the NMCI network to track current network performance against pre-determined thresholds for common tasks, such as booting up, accessing Web sites or sending e-mails. Utilizing industry best practices and going beyond the contractual Service Level Agreements (SLAs), KPIs help proactively identify issues before they become calls to the service desk.
Along with many other enhancements to the NMCI infrastructure completed in 2007, another factor behind the rising end user satisfaction survey results is the technology refreshment of 111,000 desktops and laptops. While early in 2008, EDS is on track to refresh 120,000 seats, including thousands in the Far East. This massive effort will top the largest technical refresh known in the industry – a record that EDS holds for its 2007 accomplishments on NMCI.
The survey also provided insight into areas needing improvement, namely Outlook E-mail performance. The satisfaction trend for Outlook E-mail performance is improving – up nearly 3 percent to a 77.9 percent satisfaction rating – and enhancements are under way to further accelerate performance.
With issues related to Outlook E-mail performance, logon speeds and Web site access, technology refreshments have a direct correlation to rising end user satisfaction. The technology refreshments will continue at an accelerated pace in 2008.
Survey methodology
For its Navy client, EDS regularly surveys users on their satisfaction with NMCI services through random surveys distributed each quarter. The survey is given to one-fourth of NMCI users each quarter, so each of the 700,000 users is given the opportunity to respond once per year. Submitted information is used to track performance trends of customer satisfaction, identify where services need improvement, and determine contractor incentives, if any.
All survey questions and methodology were developed in conjunction with and approved by the Department of the Navy’s (DoN) Program Management NMCI office. The survey process is audited quarterly by the customer to confirm accuracy. At the DoN level, survey results are at greater than a 98 percent confidence interval, which is well above the industry standard of 95 percent.
Nearly 18,000 users submitted completed responses for a collective response rate of 9 percent. Three major commands/claimants exceeded the 90 percent satisfaction rating and eight major commands/claimants exceeded the 85 percent satisfaction level.
Looking Ahead
The EDS-led NMCI team continues to seek opportunities to introduce new capabilities for Sailors and Marines.
Among the rollouts planned are online collaboration tools following the piloted deployment of the Jabber Extensible Communications Platform. For NMCI, Jabber will provide a suite of tools for rich instant messaging and multi-user text conferencing (group chat) capabilities, enabling warfighters and analysts to collaborate in real time to streamline mission decision-making.
For more information about EDS’ work for NMCI, visit www.eds.com/nmci.
About EDS
EDS is a leading global technology services company delivering business solutions to its clients. EDS founded the information technology outsourcing industry 45 years ago. Today, EDS delivers a broad portfolio of information technology and business process outsourcing services to clients in the manufacturing, financial services, healthcare, communications, energy, transportation, and consumer and retail industries and to governments around the world. Learn more at eds.com.
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