Customer Service Plan As required by Executive Order 13571, Streamlining Service Delivery and Improving Customer Service, the Department will focus on four key service areas over the next year: implementation of the National Training and Education Resource as a next generation web-based learning platform; improvement of the Departmental Directives portal; development of EnerDat as a model to convey energy data; and website reform through the consolidation and reorganization of DOE websites. DOE’s customer service initiatives will work to ensure that the Department’s customers have timely access to accurate and effective information and services, which are provided in an efficient and courteous manner. DOE will utilize open platforms and commercial standards, giving internal and external stakeholders better access to the resources they need while reducing costs and streamlining operations. . Securing feedback and support from key customer groups will allow program and support offices within the Department to better tailor their services to the needs of their customers and maximize efficiency while creating high quality products. In this challenging fiscal environment, these initiatives largely build upon current programs and existing efforts to improve customer service. The new initiatives selected for the coming year have identified ways to secure the necessary resources for successful implementation. As we continue to enhance the Department’s customer service initiatives, our plan will be updated to reflect those efforts... You can join the conversation at Facebook.com/energygov, on Twitter @Energy or send an email to open@hq.doe.gov. U.S. Department of Energy DOE _f80194b3-511c-40cf-87f3-f00efb422468 The U.S. Department of Energy (DOE) strives to ensure America’s security and prosperity by addressing its energy, environmental, and nuclear challenges through transformative science and technology solutions. Through this work, the Department serves a range of internal and external customers including DOE’s employee and contractor workforce, students, scientists and researchers, businesses and other branches of federal, state and local government, among many others. With this diverse audience in mind, the Department of Energy’s Customer Service Plan focuses on improving customers’ access to user-friendly, effective information and resources. Steven Chu U.S. Secretary of Energy _66ad6f92-92e7-11e1-bedc-640c232d735f _66ad76fe-92e7-11e1-bedc-640c232d735f National Training & Education Resource Make educational and training materials available to the public through a new, one-stop resource. _66ad791a-92e7-11e1-bedc-640c232d735f SIGNATURE INITIATIVE DOE Office of Energy Efficiency and Renewable Energy (EERE) Overview: Building on the National Training & Education Resource (NTER), an open platform developed by the DOE Office of Energy Efficiency and Renewable Energy (EERE), DOE will make educational and training materials available to the public through a new, one-stop resource. NTER will allow for more effective learning through highly interactive learning resources, crowdsourcing, and a streamlined delivery method. In addition it will serve the public through a powerful search technology that allows users to search disconnected and hard-to-find repositories of educational and training content. Timing: By the end of the December 2012 NTER will provide the first DOE-created courses to the public. Through the remainder of this year DOE will begin to locate and import existing education and training content to improve the offerings for the wide range of customers accessing the site. Overview: The DOE Office of Energy Efficiency and Renewable Energy (EERE) created a web-based next-generation learning platform, used to train and certify a new green economy workforce, as part of their mission to “strengthen America’s energy security, environmental quality and economic vitality”. The open source National Training and Education Resource (NTER), now in beta, offers a sub-internet and search engine for education and training. NTER also offers easy-to-use tools to enhance or augment training and workforce development conducted across the country. A number of agencies, community colleges, technical training institutes and graduate schools are using NTER to provide training, share courses and offer portable certifications to a wide range of customers. The multi-media, interactive, self-paced training modules can help educate a wide range of audiences, from elementary school students to prospective employees finishing community college or graduate school. While NTER is not intended to replace the need for formal, hands-on training or instructor-led classes, instructors and teachers can use the content in their classroom settings. As additional courses and educational materials are created from various projects and mission activities they can be added to the NTER system. This will enable the public to access an ever-growing range of science, technology, engineering and math educational content, and vetted technical training curricula to help prepare for energy careers. Impact and Benefits As an open source solution, NTER will expand the Department’s delivery of efficient and effective information and resources. DOE’s NTER permits agencies to utilize a shared investment and leverage the development of shared courses. Executive Order 13571 calls on agencies to identify ways to use innovative technologies to accomplish their customer service activities. An integrated learning environment supports the federal vision for growing our economy and creating jobs, which depends on workers’ ability to maintain skills and competitiveness in a globally interconnected economy, and enables enhanced customer service opportunities. Key Milestones and Timeline: 1. Q4 2011 NTER has launched at www.nterlearning.org as a public beta system. Users are welcome to come to the system and take existing courses, though selection will be limited at this time. 2. Q2 2012 NTER will be released as a finished product (v1.0). _66ad79f6-92e7-11e1-bedc-640c232d735f 9f43b695-1b15-42e1-b584-f1212d5b7d9c DIRECTIVES PORTAL IMPROVING THE USABILITY OF THE DEPARTMENTAL DIRECTIVES PORTAL _66ad7aa0-92e7-11e1-bedc-640c232d735f SERVICE 1 DOE Office of Management Federal Employees Key Customer Groups: Federal and contractor employees who manage requirements within DOE organizations. Federal Contractor Employees Overview: The Directives Portal stores, provides access to, and organizes Department of Energy directives. These documents outline the policies, requirements, and best practices to be used by federal and contractor personnel for the Department. Key Customer Groups: Federal and contractor employees who manage requirements within DOE organizations. Challenges: Users often find it difficult to understand the history and context of different requirements documents used by the Department of Energy. This effort seeks to improve usability while offering more complete context for documents within the Directives Portal. Featured Actions: This effort will create a database that is easier to search, adopts commercial standards such as permalinks, and reduces processing time through software automation. Feedback Increase Feedback from Customers _66ad7b54-92e7-11e1-bedc-640c232d735f S 1.1 6c4d89e9-2fa7-477c-81eb-356a3bba25e4 Survey Conduct a survey of key customers to assess the usability and areas of improvement for features within the current website. _66ad7bfe-92e7-11e1-bedc-640c232d735f S 1.1.1 (September 2011) 3068b05f-28db-4f21-808a-6709b0164149 Sandbox/Test Run a sandbox/test version of the new portal for research and feedback from the most frequent users of the directives portal. _66ad7ca8-92e7-11e1-bedc-640c232d735f S 1.1.2 (November 2011) 4a20ea5b-dc47-404d-9d4d-1e788369f467 Contact Form Adding a contact form in a highly visible section of the portal to ensure comments, feedback, and questions can be received and processed more quickly. _66ad7d66-92e7-11e1-bedc-640c232d735f S 1.1.3 (December 2012) 37bc9c80-f0d5-4d8f-be91-6e87c69066b8 Best Practices Adopt Best Practices for Improving Customer Experience _66ad7e1a-92e7-11e1-bedc-640c232d735f S 1.2 9a1ef624-30fd-401f-92ab-d77bbe924d94 Broken Links Prevent future broken links by using a standard. _66ad7ece-92e7-11e1-bedc-640c232d735f S 1.2.1 Government Printing Office By merging two separate databases for current and archived directives, the portal will prevent future broken links using a standard similar to the Government Printing Office. (March 2012) d393c13c-e781-4825-910c-1a571a2f2dce Customized Notifications An updated notification/RSS feed system will allow customized notifications for individual users. _66ad7f96-92e7-11e1-bedc-640c232d735f S 1.2.2 Users will be able to select the types of information they receive and how often the digest is distributed. (December 2012) eda83c5b-a411-4760-9b37-4b6d79feaa32 Database Organization The database will be organized through field tags rather than categories. _66ad804a-92e7-11e1-bedc-640c232d735f S 1.2.3 This allows a deeper level of customization in the display and search capabilities. This upgraded organizational capability will be possible with the new site. (December 2012) b2318e60-f8ff-49bf-ac30-9c9f5d6e76d3 Metrics and Standards Set, Communicate, and Use Customer Service Metrics and Standards _66ad8108-92e7-11e1-bedc-640c232d735f S 1.3 869dd75e-f8e3-4199-a21d-13423a25c96a Contact Form Use a contact form built into the portal. _66ad81f8-92e7-11e1-bedc-640c232d735f S 1.3.1 Using a contact form built into the portal support emails will automatically generate emails to the contractor and the Contracting Officer’s Representative. This will assist the contractor in meeting their goal of responding to support requests within two business days. (December 2012) f70e7f2f-70fe-4de4-9e6f-3e4d2a9d5f0d Auto-Generation Auto-generate features of the website. _66ad8310-92e7-11e1-bedc-640c232d735f S 1.3.2 The use of field tags connected to directives will allow many features of the website, such as related documents, review dates, and expiration dates will be auto-generated. The posting time of final directives will be reduced from 2 business days to one business day. (December 2012) bcce6c1e-0a59-4a1b-abc0-e0535b81be3d Streamlining Streamline Agency Processes to Reduce Costs and Accelerate Delivery _66ad83e2-92e7-11e1-bedc-640c232d735f S 1.4 4ac75f1a-b4d4-4242-9ef5-74867536727f Merging Merge active and archived databases. _66ad84be-92e7-11e1-bedc-640c232d735f S 1.4.1 The merging of active and archived databases will eliminate the time it takes to move directives from active to inactive status. The new portal will automatically re-label the directive once a superseding document is posted. (December 2012) b14d0625-47a6-496f-9de6-a4d4acdefbde Centralization Store documents in a central database. _66ad857c-92e7-11e1-bedc-640c232d735f S 1.4.2 Crosslinking documents and references will allow documents to be stored within a central database, reducing the space needed on the portal’s server. (December 2012) 6671f7cf-49aa-449a-9464-bdc27abbc02d Directive Display Display directives in an interactive table format. _66ad8644-92e7-11e1-bedc-640c232d735f S 1.4.3 The new field tags for directives will allow them to be displayed in an interactive table format rather than a static list. This table will be sortable by each column with the ability to update the columns shown at any time. This will be completed with the new website. (December 2012) 94d020d5-2ec7-41b8-96bb-4238c141361d ENERDAT ESTABLISH ENERDAT TO IMPROVE THE MODEL USED FOR CONVEYING ENERGY DATA _66ad872a-92e7-11e1-bedc-640c232d735f SERVICE 2 U.S. Energy Information Administration Energy Market Participants Key Customer Groups: Energy market participants and government policymakers. Government Policymakers Overview: The Energy Information Administration (EIA) is working to deploy EnerDat as a new model for conveying reliable energy data on the agency’s website to promote sound policymaking, efficient markets, and public understanding of energy and its interaction with the economy and the environment. The initial focus will be on electricity data and on developing a product model with standard operating procedures that will be applied to other energy subjects for future implementation. Key Customer Groups: Energy market participants and government policymakers. Challenges: To enhance customer understanding of the electricity industry and markets with greater use of publicly available data and innovative display techniques, such as data visualization, interactive graphics, geographic display of information, and downloadable mobile applications. Featured Actions: Redesign the electricity pages of EIA.gov to provide new ways for customers to access and interact with the information. This involves standardizing and automating how data is gathered and managed. Feedback Increase Feedback from Customers _66ad87f2-92e7-11e1-bedc-640c232d735f S 2.1 24cb1b35-49d6-4aef-9055-7148f43c4ebe Existing Data Research and utilize existing data sources for recommendations regarding automation and product design. _66ad88ba-92e7-11e1-bedc-640c232d735f S 2.1.1 (September-December, 2011) ae912069-e96b-43b0-a17c-aabf693c40d6 Surveys Identify and target the needs of EIA’s electricity data product customers through research surveys. _66ad89b4-92e7-11e1-bedc-640c232d735f S 2.1.2 (September-December, 2011) 2aab8f4f-7d49-4a89-9075-364e13936e48 Best Practices Adopt Best Practices for Improving Customer Experience _66ad8a86-92e7-11e1-bedc-640c232d735f S 2.2 c03eb7a4-76b8-4141-b513-3579b76d168e Design Develop an effective, flexible product design, based on customer research and engagement and consistent with EIA’s overall web presence. _66ad8b62-92e7-11e1-bedc-640c232d735f S 2.2.1 (October 2011 – February 2012) d2da94a5-98a7-4054-b45b-9142c5326775 Data Delivery Make greater use of data delivery approaches not systematically supported in EIA data products, including data visualization, interactive graphics, geographic display of information, and downloadable mobile applications. _66ad8c5c-92e7-11e1-bedc-640c232d735f S 2.2.2 This includes publishing an electricity data API to make EIA data available to third party developers. (October 2011 – February 2012) 56b49ce9-f07a-4b8e-9978-d356cd141af7 Metrics and Standards Set, Communicate, and Use Customer Service Metrics and Standards _66ad8d42-92e7-11e1-bedc-640c232d735f S 2.3 21bd671b-813c-4598-af53-1fa5be247976 Beta Site Launch a “beta” site for customer testing and solicit feedback to ensure a site that provides useful and current information for better informed decisions by energy market participants and government policymakers. _66ad8e1e-92e7-11e1-bedc-640c232d735f S 2.3.1 (March 2012) da025396-20d7-4d83-bc08-6e5ef63fd378 Streamlining Streamline Agency Processes to Reduce Costs and Accelerate Delivery _66ad8f22-92e7-11e1-bedc-640c232d735f S 2.4 2ccefd83-d37e-4c78-9b3f-6f691124fbc2 Automation, COTS and Cloud Services Automate information presentation and manage development and automation costs using commercial, off-the-shelf software and internet-based data storage (cloud services). _66ad8ffe-92e7-11e1-bedc-640c232d735f S 2.4.1 (October 2011 – February 2012) 01dbc3f4-bbbe-4de3-9b9a-0abf5f6c1352 Organization and Storage Organize and store data collected by EIA through its surveys and other available data sources to make it available to support automation in product design. _66ad90ee-92e7-11e1-bedc-640c232d735f S 2.4.2 (October 2011 – February 2012) 6be05b3b-f170-4683-bbca-d1061fb86b7f WEBSITE REFORM Streamline web operations to reduce duplicative and wasteful spending while also improving overall web and digital communications. _66ad91fc-92e7-11e1-bedc-640c232d735f SERVICE 3 DOE Office of Public Affairs Consumers Key Customer Groups: Consumers and businesses. Businesses Overview: Website reform is part of the Department of Energy’s efforts to achieve Management and Operational Excellence, as mentioned in the DOE 2011 Strategic Plan. Through website reform, the Department will streamline web operations to reduce duplicative and wasteful spending while also improving overall web and digital communications. Key Customer Groups: Consumers and businesses. Challenges: To consolidate existing fragmented website structures into a single more efficient and cost-effective platform. This will require cooperating between several offices and a comprehensive effort from each participating office to prepare information and documents for migration into the new content management system. Featured Actions: Reduce, consolidate, and/or move 40% of DOE websites to the Energy.gov platform by winter 2012. Challenges: The changing media environment and rapid expansion of high-speed Internet access over the past few years have fundamentally changed the ways that members of the public and businesses consume information. This creates new opportunities for the Department of Energy to more effectively communicate and increase transparency. As we modernize the Department’s approach to digital communications, we will also realize significant opportunities to save money for taxpayers. Historically, the Department’s website and digital communication efforts have been almost entirely decentralized. Our program offices each have maintained their own distinct websites. Not only do these have a different “look and feel,” but also in many cases have a different underlying infrastructure to support their individual websites – paying for software (a Content Management System, or CMS) as well as hardware (buying and maintaining computer servers to host the websites). Offices also employ a wide range of contractors to maintain and update their websites that modern technologies could eliminate. The result is a fragmented and confusing user experience for consumers and businesses making it hard for these key audiences to find the information and services they are seeking – at an unwarranted high cost for the government and taxpayers. Feedbacl Increase Feedback from Customers _66ad92e2-92e7-11e1-bedc-640c232d735f S 3.1 f0f834ae-0a6b-4243-bb86-1f5ec79cc818 Issues Connect consumers and businesses with principals and subject matter experts on key issue areas. _66ad93d2-92e7-11e1-bedc-640c232d735f S 3.1.1 Consumers Businesses Subject Matter Experts Through an improved Energy.gov, consumers and businesses will be able to engage in real time events using live video chats, social media and email. This real time engagement will allow the Department to better connect consumers and businesses with principals and subject matter experts on key issue areas. Consumers and businesses will also be able to suggest live engagement events of most importance to them through Energy.gov and its related social media channels. (August 2011) 63f387f2-a8b4-42d6-a9b5-7fbe337e8d73 Usability Studies Conduct usability studies of Energy.gov _66ad94fe-92e7-11e1-bedc-640c232d735f S 3.1.2 DOE New Media Office Consumer Audiences Business Audiences The Department’s New Media Office will conduct several usability studies of Energy.gov with consumer and business audiences to improve the delivery of information and services with those key customers. These usability studies will be used to further develop Energy.gov to serve its primary audiences. (May 2011 and December 2011) caa95e8c-bc60-4073-9747-4aca5f1be444 Best Practices Adopt Best Practices for Improving Customer Experience _66ad95f8-92e7-11e1-bedc-640c232d735f S 3.2 4cc05fef-d671-46a1-b081-4760cecd58f4 One-Platform Moving all public-facing DOE Headquarters websites to a one-platform solution via Energy.gov to make it easier for consumers and businesses to find Department of Energy information in one place. _66ad96fc-92e7-11e1-bedc-640c232d735f S 3.2.1 Consumers Businesses (40% by Winter 2012) 025be9d4-008f-4da4-bbac-5480987acd84 Search Functionality Improving the local search functionality on Energy.gov to enable consumers and business to find departmental information and services most relevant to them. _66ad9850-92e7-11e1-bedc-640c232d735f S 3.2.2 Consumers Businesses (August 2011) 6c4d90f1-f917-4ce8-9109-04f0dc4edc5d Metrics and Standards Set, Communicate, and Use Customer Service Metrics and Standards _66ad9954-92e7-11e1-bedc-640c232d735f S 3.3 151e9f82-ce08-4fd9-b3ab-f87717ad7bbd Feedback Regularly seeking and answering customer feedback via email, online forms and social networks. _66ad9a58-92e7-11e1-bedc-640c232d735f S 3.3.1 (ongoing) 5135844c-4e1f-40fb-93e0-985b4abe52db Web Analytics Monitoring web analytics to identify peak traffic times and providing additional information and services during those peak times. _66ad9b98-92e7-11e1-bedc-640c232d735f S 3.3.2 (July 2011 and ongoing) 640ca61b-52aa-4044-b22b-204a5df93281 Streamlining Streamline Agency Processes to Reduce Costs and Accelerate Delivery _66ad9dd2-92e7-11e1-bedc-640c232d735f S 3.4 In order to eliminate wasteful spending and better respond to the growing digital communications demands of the 21st century, website reform will create a centralized online platform, via Energy.gov, to provide consumers and business audiences with clear, consistent and reliable information and services wherever and whenever they want it, while also empowering Department of Energy employees with simple tools and straightforward guidance to communicate and interact with those audiences and each other. Website reform achieves this by moving all public-facing Headquarter DOE websites to one platform. This is includes two integral kinds of improvements: 78606572-6dda-43ce-8e85-fad0c3db9547 Findability Make it easier for public audiences to find the information and services they are seeking. _66ad9eea-92e7-11e1-bedc-640c232d735f S 3.4.1 “Front End” changes you can see: In August 2011, a brighter, less cluttered, more strategic Energy.gov was launched making it much easier for public audiences to find the information and services they are seeking. Additional improvements to usability are ongoing as we continue to seek and respond to feedback from stakeholders. f343acd8-2750-46c9-a1d2-6598767189c7 Infrastructure _66ada0fc-92e7-11e1-bedc-640c232d735f S 3.4.2 “Back End” infrastructure changes you can’t see: cf38af52-7a3a-415c-bf28-5d8eb959aedc Open Source Content Management System Move Energy.gov into an open source content management system. _66ada228-92e7-11e1-bedc-640c232d735f S 3.4.2.a DOE New Media Office The Energy Department’s New Media Office is approaching the website reform initiative in three main phases: Phase One (completed August 2011): Rebuild the front and back-end infrastructure of Energy.gov to make it a top-of-the-line, leading government website. Include the dozen or so program office websites that are wholly dependent upon the current, archaic infrastructure in this upgrade: o Recovery Act o Open Gov o Office of the Chief Information Officer o Office of Congressional and Intergovernmental Affairs o Office of Economic Impact and Diversity o Office of Electricity Deliverability and Energy Reliability o Office of the General Counsel o Office of NEPA Policy and Compliance o Office of the Inspector General o Office of Management o Office of Policy and Intergovernmental Affairs o EnergyEmpowers.gov, etc. Phase Two (expected completion winter 2012): Migrate program office sites that use the ‘old’ Energy.gov ‘look and feel’ but have their own back-end infrastructure into the new infrastructure. This includes offices such as: o Office of Energy Efficiency & Renewable Energy, including EnergySavers.gov o Office of Environmental Management o Office of Fossil Energy o Office of Nuclear Energy o Office of Health, Safety and Security o Office of the Chief Financial Officer, etc. Phase Three (expected completion fall 2012): Work with remaining program offices that have their own various ‘look and feels’, technology systems, etc. to migrate their sites to the extent possible into the new infrastructure. This includes offices such as: o Office of Science o ARPA-E o Loans Program Office o Office of Legacy Management, etc. These improvements are estimated to save the Department of Energy more than $10 million within a year. DOE Office of the Chief Information Officer DOE Office of Congressional and Intergovernmental Affairs DOE Office of Economic Impact and Diversity DOE Office of Electricity Deliverability and Energy Reliability DOE Office of the General Counsel DOE Office of NEPA Policy and Compliance DOE Office of the Inspector General DOE Office of Management DOE Office of Policy and Intergovernmental Affairs DOE Office of Energy Efficiency & Renewable Energy DOE Office of Environmental Management DOE Office of Fossil Energy DOE Office of Nuclear Energy DOE Office of Health, Safety and Security DOE Office of the Chief Financial Officer DOE Office of Science ARPA-E DOE Loans Program Office DOE Office of Legacy Management a. Open Source Content Management System: In August 2011, Energy.gov was moved into an open source content management system called “Drupal,” which has no monthly licensing fees and is vastly more sophisticated, flexible and user friendly than Energy.gov’s previous out-dated, proprietary CMS. Non-technical staff members can easily learn how to post content and photos or make other routine updates to their websites using the new Drupal CMS. Further, the new Drupal CMS with its sophisticated tagging system will automatically curate web content into relevant web pages exponentially increasing the exposure of web content. 70143db6-a443-4b7c-9580-8d123d04df24 Cloud Hosting Move hosting of the Energy.gov infrastructure to the Cloud. _66ada340-92e7-11e1-bedc-640c232d735f S 3.4.2.b b. Cloud Hosting: In support of the OMB 25-point plan, Energy.gov was identified as one of the Energy Department’s Cloud First initiatives, and hosting of the Energy.gov infrastructure was moved to the Cloud in August 2011. The Cloud provides the high-availability, scalability and service required for a cabinet-level Department website, and does so at a cheaper cost than internal hosting options. 4b939ef8-ad76-464a-b78c-ed7e4a74d8a6 2012-04-30 http://energy.gov/sites/prod/files/DOE_Customer_Service_Plan.pdf Owen Ambur Owen.Ambur@verizon.net Submit error.