Program Support Center

Administrative Operations

Business Operations

Directory of Products and Services

The Program Support Center (PSC) was created in 1995 to provide a wide range of administrative support to the U.S. Department of Health and Human Services (HHS), allowing HHS Operating Divisions to concentrate on their core mission objectives. As the shared services provider for HHS and other Federal Agencies, the PSC remains focused on continually improving its customer service and on providing customers with products and services that meet or exceed their expectations at the lowest possible cost.

The PSC became the efficient, customer-focused organization it is today because of the in-depth analysis of product offerings, reengineering processes, changes in management practices, and workforce restructuring it has undertaken in recent years. In addition, the PSC has pursued several initiatives to consolidate services and to offer a comprehensive approach to service delivery. Today, the PSC provides more than 50 products and services in financial management, administrative operations, strategic acquisitions, health resources, and human resources to Government Agencies worldwide.

In an effort to improve customer service, the following tools are available to all PSC customers:

• PSC Directory of Products and Services – A publication that includes detailed descriptions of the products and services offered by the PSC, performance standards for timeliness and quality, rate and billing methodology, and points of contact. The Directory is available in both hard copy and online at http://www.psc.gov/aos/business/products_services.html. Hard copies can be obtained by contacting the PSC Business Office at (301) 443-0034.

• Service Level Agreements –Formal agreements made with each customer that document the products and services to be provided, the estimated workload units, and general provisions covering the business relationship, such as billing practices and entry/termination of services.

• The Online Viewer (OLV) application of the PSC Revenue, Invoicing and Cost Estimation System (PRICES) – A Web-based application that allows PSC customers electronic access to their bill at any time. This application gives customers the ability to view individual invoices, monitor funding status, and provide online feedback. Throughout the year, customers can monitor actual usage against estimated demand by business line. Customers can access the PRICES OLV at http://prices.psc.gov.

The PSC is always looking for ways to improve its products and services and appreciates your feedback. To share your thoughts and ideas on how we can better serve our customers, please contact the PSC Business Office.

The PSC wishes to thank you for considering us as your provider of choice for quality and value in shared services. We look forward to working with you in Fiscal Year 2008.

PDF (552KB)

TABLE OF CONTENTS
Fiscal Year 2008

ADMINISTRATIVE OPERATIONS SERVICE (AOS)

PROPERTY MANAGEMENT SERVICES

Asset Management (OP612)
Building Operations (OP615)

• Building Management
• Space Acquisition
• Space Alterations
• Leased Space Management
• Shredding

Security Services (OP210)

• Background Investigations
• Digital Fingerprinting and SACs
• Physical Security and Emergency Operations/Planning Services
• Security Consultation and Assessments
• Personal Identity Card Issuance and HSPD-12 Services

Real Property (OP614)
Transhare (OP618)
Transportation (OP634)
Warehouse Operations (OP605)

• General Storage
• Labor Services
• Product Distribution
• Property Disposal

TECHNICAL SUPPORT SERVICES

Conference Services (OP619)
Departmental Forms Management (OP624)
Graphic Arts (OP620)
Mail Operations (OP623)
Printing Procurement (OP625)
Reprographics (OP626)
Telecommunications Management (OP629)
Telecommunications Services (OP627)

INFORMATION TECHNOLOGY SERVICES

OTHER ADMINISTRATIVE SERVICES

Board for Correction (OP209)
Cooperative Administrative Service Unit (CASUs)
Employee Child Care Services (OP105)
Freedom Information Act (FOIA) Services (OP101)
HHS Hotline – Department Information Line (OP616)
Regional Support (OP631)

BUSINESS TECHNOLOGY OPTIMIZATION (BTO)

Information Technology (IT) Consulting Services (OP109)
PSC Contact Center "ONE-DHHS" (OP109)

FINANCIAL MANAGEMENT SERVICE (FMS)

Accounting Services (OP405)
Cost Allocation/Indirect Cost Negotiations (OP401)
Debt Collection Center Services (OP404)
HHS E-Gov Travel Center of Excellence (OP411)
Payment Management (Grant) Services (OP402)
Payroll Accounting Services (OP408)
HCAS O&M (OP412)
UFMS Operations & Maintenance (O&M) (OP410)

FEDERAL OCCUPATIONAL HEALTH SERVICE (FOH)

Employee Assistance Services (OP502)

• EAP Services (OP502)
• Specialized Behavioral Health Services (OP505)
• Work/Life Services (OP507)

Environmental Health Services (OP503)
Clinical Services (OP501)

• Occupational Health Center Services
• Specialized Health Services
• Wellness/Fitness Services

ENTERPRISE SUPPORT SERVICE (ESS)

Commissioned Corps Support Services (OP301)

• Compensation
• Medical Affairs

EEO Complaint Investigations (OP211)
EEO Services (OP213)
Enterprise Applications Division (EAD) (OP215)

• Capital HR
• Help Desk Support

HHS University (OP212)

• Career Development
• E-Learning Services
• Workforce Development Services

Payroll Services (OP216)

• Payroll Customer Service
• Resolution of Missing Electronic Funds Transfer (EFT)/Checks
• Special Pay

STRATEGIC ACQUISITION SERVICE (SAS)

Acquisition Management (OP704)

• Negotiated Contracts
• Purchase Card Management
• Simplified Acquisitions

Strategic Sourcing (OP701)
Supply Service Center (SSC) (OP705)

PSC Service Level Agreement General Provisions

ADMINISTRATIVE OPERATIONS SERVICE (AOS)
Director: Michael Tyllas, Ph.D
Phone: (301) 443-2516
E-mail: michael.tyllas@psc.hhs.gov

The Administrative Operations Service (AOS) provides a wide range of administrative and technical services to customers within the U.S. Department of Health and Human Services (HHS) and to other Federal Agencies, as well as corporate support to the Program Support Center (PSC). Major service areas include: Property Management, comprising facilities management, space leasing, disposition of surplus Federal property, personnel and physical security services, and logistics services, including receiving, asset management, storage, and disposal; Technical Support, comprising telecommunications, visual communications, printing and publications, reprographics, conference facilities, and mail and messenger services; Information Technology, including desk-top support, Blackberry management and a wide array of infrastructure support services; and Other Administrative & Corporate Support, comprising Freedom of Information Act (FOIA) services, regional administrative support, Cooperative Administrative Support Units, ethics, competitive sourcing, and the PSC Business Office.

PROPERTY MANAGEMENT SERVICES

Asset Management (OP612)

Utilizes an automated tracking system and barcode technology to ensure accurate and complete accountability records are maintained; barcodes all qualified inventory received through the PSC Personal Property Facility (PPF) for customers and accepts reports from customer agencies for qualified material received directly at the customer’s site; prepares and submits Federal Financial Management Improvement Act (FFMIA) reports to Finance; provides barcode scanners with Web-based data downloaded to assist property custodians with their inventory management responsibilities; advises activity when rotational inventories are due and performs mandatory 3-year inventory review and additional yearly inventory checks for customer agencies; and calculates results, advises customers of those results, and reports financial requirements to the accounting system.

Building Operations (OP615)

Provides building management, space acquisition, space alterations, and leased space management for customers located in leased facilities in the Washington metropolitan area delegated to the PSC and controlled by the General Services Administration (GSA). The PSC-delegated buildings include Parklawn and the 370 Personal Property Facility.

Services Include:

• Building Management

  Parklawn Building – Provides custodial services; utilities; waste management; operations and maintenance of Government-owned Heating, Ventilation, and Air Conditioning (HVAC) systems; recycling; lock work; fire extinguisher; maintenance and inspections; energy management; landscaping; snow removal; window washing; pest control; environmental and fire safety services; lease administration; and parking administration.

  Outbuildings – Tailors building management services in outbuildings to customer needs and can include lease administration, service call management, environmental and building safety, and consultation on operational issues and service contracts.

• Space Acquisition

  Coordinates projects for customers for all types of space including general office, warehouse, and laboratory facilities Serves as liaison between customers and GSA to acquire space and participates in all phases of the project including design, space acquisition, construction, coordination of direct contracts, occupancy, and lease administration.

• Space Alterations

  Coordinates projects for alterations of space occupied by customers. Performs various types of alteration projects including executive suites, open office plans, warehouses, and daycare and laboratory facilities. Services include: lessor and GSA coordination, selection of designers and contractors, review of design intent and construction documents, submittal reviews, and facilitation of design and construction phase meetings. Project tracking is accomplished using the in-house Project Reporting and Analysis System.

• Leased Space Management

  Verifies monthly the GSA rent bills for properties being leased by customers. Prorates rent bills for multi-tenant buildings; assigns space and verifies space utilization; prepares rent budgets; and administers leases.

• Shredding

  Picks up sensitive paper materials from various customer locations and transports, shreds, and recycles those materials. The receipt of service requests, data collection, and billing are done using an automated system. Customers are provided with lockable storage containers for the convenient collection of sensitive paper materials. Schedules biweekly material pickup and arranges for additional (unscheduled) collections upon customer request.

Security Services (OP210)

Provides complete personnel and physical security services. Services include: advising on appropriate position sensitivity; processing background investigations; adjudicating cases with issues; taking digital fingerprints; verifying previous background investigations; processing Special Agreement Checks (SACs); providing consultation services for personnel and physical security issues; providing installation, maintenance, and oversight of security equipment; providing contract guard services; and conducting emergency planning operations. (Security Services was previously called Personnel Security. Physical Security and Emergency Operations/Planning Services was previously called Outbuilding Security.)

Services Include:

• Background Investigations

  Reviews personnel suitability and security forms for completeness and forwards reviewed cases to the Office of Personnel Management (OPM) for investigations. Processes waivers of preemployment security investigations. Initiates preemployment and periodic reinvestigations as required. Fingerprints employees and contractors. Outprocesses personnel including providing debriefings. Adjudicates personnel suitability cases. Verifies background investigations for issuance of building passes. Serves as the Agency Registrar and ensures compliance with HHS and Homeland Security Presidential Directive 12 (HSPD-12) and ensures compliance in issuing Personal Identification Verification (PIV) requirements.

• Digital Fingerprinting and SACs

  Provides à la carte electronic and digital scanning fingerprinting services for Federal employees and contractors. (Note: Electronic and digital scanning is included as part of the full-service background processing package.) Administers a variety of SACs requiring electronic fingerprints.

• Physical Security and Emergency Operations/Planning Services

  Security Equipment – Provides a wide array of access control and standalone monitoring systems (i.e., motion sensors, door contacts, and high-temperature alarms), and intercom and Closed Circuit Television (CCTV) systems. Services include: developing program requirements and statements of work, issuing requests for proposals, procuring necessary equipment, overseeing installations, and 24/7 monitoring and maintenance of systems.

  Contract Guards – Provides certified contract guard services, access control, perimeter surveillance, roving patrols, and personal protection. Develops guard post orders to meet U.S. Department of Homeland Security (DHS) requirements and customer needs; develops and maintains protocols to implement the DHS National Alert Level increases (i.e., codes green, yellow, orange, and red); and provides guard services for special events and activities.

  Emergency Operations/Planning – Provides emergency operations and planning services (contractor supported) to agencies that need to plan, maintain, or exercise their emergency and Continuity of Operations (COOP) plans.

• Security Consultation and Assessments

  Consultation – Provides guidance related to physical security issues including access control protocols and systems, standard operating procedures, and guard post orders, DHS and GSA requirements, HSPD-12 mandates, COOP planning, and privacy act restrictions. Provides advice and counsel on all personnel security issues, including administration of foreign travel approval and briefing program for customers, and development of tailored procedures for administering customers’ personnel security programs.

  Assessments – Provides complete, site-specific physical security assessments to determine specific vulnerabilities, threats, and risks at the GSA owned and controlled facilities, using specially developed security assessment software. Provides recommendations for areas deemed below security-level standards and conducts followup surveys on a schedule based upon the building security level as defined in the U.S. Department of Justice “Vulnerability Assessment of Federal Buildings” study.

• Personal Identity Card Issuance and HSPD-12 Services

  Provides security objectives of HSPD-12 card issuance services.

Real Property (OP614)

Administers the Federal Real Property Assistance Program for HHS. Transfers Federal surplus real properties to be used for various public health programs, as well as for homeless assistance programs provided by State and local government agencies and private nonprofit organizations.

Transhare (OP618)

Provides transit subsidy media to Federal employees nationwide who use public transportation to travel to and from work and who meet all applicable requirements for program participation. Services include: the processing of transit subsidy applications, purchase of media, distribution of media to participants, and tracking of media use.

Transportation (OP634)

Provides long-term and daily rental vehicles for official business and executive transportation vehicles/services to authorized user, manages the HHS handicapped van and provides handicapped driver services to authorized users, and manages all vehicle reporting requirements.

• Product Distribution

  Provides receipt, storage, and distribution of customer-owned stock. Issues forms, letterhead, envelopes, memorandum stationery, publications, and other material; provides mass-mailing development, including packaging, labeling, and mailing; provides inventory control and management services and operates an integrated, internal shipping and handling service that minimizes customer-paid shipping costs to move printed items; accepts new receipts and reports statistical data on inventory status, storage space utilization and fees, product utilization, postage/distribution costs, and customer demand history to customers as required; and maintains a Web site (http://propshop.psc.gov) for 24/7 electronic product ordering.

• Property Disposal

  Provides collection, classification, documentation, and disposal services for most surplus Government equipment. Ensures disposals are conducted in accordance with all regulatory and environmental requirements; interfaces with the asset management function to ensure the timely maintenance of accountable property records; and performs disk wipe services to the National Institute of Standards and Technology (NIST) standard.

TECHNICAL SUPPORT SERVICES

Conference Services (OP619)

Provides comprehensive conference or meeting facilities and services tailored to customers’ individual needs. Services include: rooms with telephone and local area network (LAN) services, online scheduling of meeting space, coordination of logistics such as room setup and cleanup, LCD and slide projectors, projection screens, laser pointers, TV monitors, VHS and DVD players, conference telephones, lecterns, flip charts, markers, tape duplication, and video and audio recording. Provides video teleconferencing for an additional charge.

Departmental Forms Management (OP624)

Administers the HHS forms management program and develops Department-wide initiatives, policy, and procedures governing the program. Provides for review, clearances, controls, numbering, and inventory for all official forms used within the Department; serves as the focal point for HHS in the implementation of the Presidential Management Agenda (PMA) E-Forms Initiative and provides technical assistance and training to Operating Division (OPDIV) Forms Management Officers (FMOs); and ensures compliance with policy and clearances required and/or mandated by the Office of Management and Budget (OMB), Chief Information Officer (CIO), Information Technology Service Center (ITSC), Freedom of Information Act (FOIA) (privacy), and Records Management offices.

Graphic Arts (OP620)

Provides consultation, design, and technical services for a wide variety of visual communications products. Services include: writing and editing, layout, design, and production of brochures, posters, Web design, publications, exhibits, displays, presentations, signs, awards, flyers, plaques, and conference materials. Provides form analysis and design, including electronic automation in fillable and Section 508-compliant formats; provides a variety of photographic services that include on-location photography for special events, employee-of-the-month plaques, official portraits, and passport photographs; and provides film processing for color as well as black-and-white film, and processing and mounting of 35mm slides.

Special Note to Graphic Customers: We do not honor requests for caricature drawings of personnel. All other requests for personal-type awards, such as retirement plaques and customized items, should follow your agency's internal policies and/or regulations. If you are unsure of these rules, please check with your agency's Ethics Officer prior to submitting requests for service to the PSC.

Mail Operations (OP623)

Provides metering and twice-daily interoffice delivery and pickup of all categories of Government documents or packages to Parklawn and outbuildings and to Southwest Complex offices in Washington, DC. Registers, and certifies mail when appropriate; and provides messenger and transportation services, interagency special and foreign mail service, as well as small-package carrier and overnight service.

Printing Procurement (OP625)

Provides printing procurement services in accordance with rules and regulations set forth by the Congressional Joint Committee on Printing and other guidelines. Provides technical advice, assistance, and estimates in all aspects of preplanning, including composition and layout of publications and forms; professional page-layout programs; selection of paper stock, ink, and production method; and delivery schedules and their effect on costs. Develops highly technical printing and binding specifications for all types of products; procures printing orders utilizing term contracts, simplified purchase agreements, and Government Printing Office (GPO) contract services; determines the appropriate class of mail for distribution in compliance with postal regulations; and provides monthly reports to all customers concerning bid costs associated with printing procurement orders.

Reprographics (OP626)

Provides a variety of staffed reprographic services including high-speed digital reproduction of documents in black and white, electronic image production, a variety of bindery services, product distribution, and pamphlet and booklet making. Provides technical assistance and job planning; and maintains self-service copiers in walkup locations in both Parklawn and Hubert H. Humphrey Buildings.

Telecommunications Management (OP629)

Provides telecommunications project management. Establishes and manages partnerships with customers and vendors; serves as liaison with customer telecommunications managers and cochairs the customer-based Steering Committee. Manages the voice mail system; oversees desktop maintenance; develops solutions to fulfill customer needs; evaluates proposals from contractors to provide state-of-the-art equipment and services; and provides management and oversight of domestic and international long-distance services. Provides centralized billing for telecommunications dial-tone, voice mail, adds/moves/changes, and telecommunications equipment; dedicates efforts to provide error-free bills for all customers; and, at a high level, monitors vendor invoices to ensure accuracy and contract compliance.

Telecommunications Services (OP627)

Provides voice and data telecommunications technical design and support for equipment and services (including voice mail). Acquires cost-effective, responsive, and flexible telecommunications products and services for customers within the National Capital Region (NCR); provides liaison between customers and telecommunications vendors, and project management and implementation; provides domestic and international calling cards, toll-free services, FTS 2001 domestic long-distance and international long-distance connectivity; and provides advice and assistance for audio conference calls and customer billing issues resulting from direct bills from vendors.

INFORMATION TECHNOLOGY SERVICES

Provides common IT infrastructure and technologies to selected customers. Services include: network security, including support and management of servers and network devices, monitoring of the environment, management of security software and incident response; Local area network (LAN) and wide area network (WAN) connectivity; network file sharing, backup and restore; complete support and management of workstations and laptops ( includes lifecycle refresh); software refresh with maintenance; shared network printing with optional color capability including toner; Blackberry devices and services, (includes lifecycle refresh); 24x7 help desk support, desk side support, network and security operations.

Performance Standards and Service Fees are located at: http://intranet.hhs.gov/itservicecenter

OTHER ADMINISTRATIVE SERVICES

Board for Correction (OP209)

Manages and conducts the process for U.S. Public Health Service (PHS) Commissioned Corps Officers to appeal for the correction of their official personnel records due to an error or injustice. Establishes and maintains an active Board for Correction for review of submissions; staffs submissions through appropriate offices, such as the Office of the General Counsel and the Office of Commissioned Corps Operations, as necessary; documents Board proceedings and prepares correspondence to applicants of Board decisions; and provides timely and accurate advice and assistance to Board members.

Cooperative Administrative Service Unit (CASUs)

The PSC is the Lead Agency for three CASUs, reimbursable entities who provide a variety of high quality support services to Federal agency customers nationally.

PSC-sponsors the following CASUs:

• The Mid-America CASU in Kansas City, MO

• The Rocky Mountain Regional CASU in Denver, CO

• The Mid-Atlantic CASU in New York City, NY

To obtain a complete list and description of CASU services or to place a request for service, please contact the CASU directly.

Employee Child Care Services (OP105)

Provides Government liaison to the contractor that manages the Healthy Beginnings Child Development Center (HBCDC). The Center provides quality onsite childcare for children of HHS employees, which includes an appropriate curriculum, adequate and quality staff, and efficient administration of the operation; provides maintenance and security of the HBCDC facility, with an enrollment capacity of 120 infant, toddler, and preschool-age children; provides general information regarding the childcare program; ensures HHS employees will have daycare enrollment priority; provides oversight and management of the PSC Childcare Subsidy Program; develops plans to promote and publicize the program to customer agencies and serves as liaison between the parents and the subsidy contractor to ensure payments are made on a timely basis to the childcare providers.

Freedom of Information Act (FOIA) Services (OP101)

Responds to all requests for records in the custody and control of any components of the Office of Public Health and Science (OHPS), the PSC, and the Rockville, Atlanta, and Baltimore Human Resource Centers. Determines whether to release or deny the records; responds to all requests for records that involve more than one of the PHS agencies and the PSC, including its records in the regions; responds to all administrative appeals that are filed as a result of a requester receiving a denial by one of the public health agencies or the PSC; responsible for working with the Office of the General Counsel and the assigned Assistant U.S. Attorney to resolve FOIA litigation initiated as a result of a FOIA denial or appeal involving any of the public health agencies or the PSC; provides FOIA training and consultation to OPHS and PSC programs; and provides FOIA consultation to all public health agencies.

HHS Hotline – Department Information Line (OP616)

Manages the general information telephone line for the Department, receiving inquiries, helping callers find information, and directing them to HHS program offices and other Federal, State, and local organizations.

Regional Support (OP631)

Provides administrative services to HHS staff in the 10 regional offices in Boston, New York, Philadelphia, Atlanta, Chicago, Dallas, Kansas City, Denver, San Francisco, and Seattle. Services offered include: facility space planning, personal property, telecommunications, mail, office automation, and miscellaneous administrative support services.

BUSINESS TECHNOLOGY OPTIMIZATION (BTO)

Director: Jack Stoute, Acting
Phone: (301) 443-2365
E-mail: jack.stoute@psc.hhs.gov

The primary focus of the Office of Business Technology Optimization (BTO) is to assist the PSC in maximizing its return on Information Technology (IT) investments by ensuring new technology and process solutions and supportive of its strategic business goals.

Information Technology Consulting Services (OP109)

Provides consulting services to identify, develop, and implement IT solutions that will assist HHS organizations in maximizing return on IT investments and ensuring IT solutions support strategic business goals. Provides IT security consulting services in the areas of certification and accreditation (C&A), IT security training, Federal Information Security Management Act (FISMA) audits, security test and evaluation (ST&E), and IT Continuity of Operations (COOP) in compliance with Federal guidance.

PSC Contact Center "ONE-DHHS" (OP109)

The PSC multi-channel Contact Center provides first-level telephone or e-mail support for employees or citizens from 7:00 a.m. to 9:00 p.m. Eastern Time, Monday through Friday. These hours can be expanded to accommodate individual programs. The following are key features:

Toll-free calling using the toll-free number of your choice or the Center’s “1-888-ONE-DHHS” (663-3447) number.

A fully staffed Contact Center with a trouble-ticket system to capture, track, analyze, and report on service request details.

E-mail support with full trouble-ticket compatibility featuring immediate e-mail acknowledgments, predefined e-mail templates for auto-responses, and ability to redirect e-mail to the Center automatically from any source.

Interactive voice response (IVR) to route incoming calls and provide unattended services including voice mail, special announcements, and pre-recorded messages. Voice mails responded to on the following business day.

Weekly executive and operational reports summarizing contact center performance metrics and analyses of call and e-mail patterns.

Automated customer satisfaction surveys for callers through the telephone keypad.

Secure environment monitored for systems and personnel compliance by HHS security officials. All Center personnel have been designated Level 5C, medium risk public trust.

FINANCIAL MANAGEMENT SERVICE (FMS)
Director: Larry Bedker
Phone: (301) 443-1478
E-mail: larry.bedker@hhs.psc.gov

The Financial Management Service (FMS) serves as a major part of the foundation of the U.S. Department of Health and Human Services (HHS) finance and accounting operations by providing grant payment management services, accounting and fiscal services, debt management services, and rate review, negotiation, and approvals for departmental and other Federal grant and program activities to HHS and other Federal Departments. Fiscal advice, as well as technical and policy guidance, is also available to assist in implementing new initiatives to ensure compliance with regulatory requirements.

Accounting Services (OP405)

Provides a full range of financial and accounting services including commitment and fund accounting, funds control, disbursements, preparation of financial statements, all types of reporting, assistance with financial problem solving, and program design. The FMS is able to assure its customer agencies that all Federal financial management system requirements and applicable Federal accounting and transaction standards are met. The FMS uses the Unified Financial Management System (UFMS), an online, real-time application, and the Core Accounting System (CORE) (Indian Health Service only), which accepts both manual and electronic input, performs accounting edits and validations, and produces accounting transactions for the general ledger and subsidiary ledgers. The FMS accounts for all costs, obligations, disbursements, advances, receivables, and expense and revenue accruals, and supports administrative control of funds. Both standard and custom-designed reports are available in hard-copy and electronic format, and customers are provided extensive online query capabilities. In addition, UFMS reports can be accessed via the Web, and the data can be downloaded to an Excel spreadsheet for local use.

Cost Allocation/Indirect Cost Negotiations (OP401)

HHS, through the Division of Cost Allocation (DCA), is designated by OMB as the cognizant Federal Agency for reviewing and negotiating facility and administrative (F&A) rates (also known as indirect cost rates), fringe benefit rates, special rates as determined to be appropriate, research patient care rates, statewide cost allocation plans, and public assistance cost allocation plans. The DCA provides these services on behalf of Federal granting and contracting agencies nationwide based on the legal requirement for grant- and contract-issuing agencies to review cost allocation methods and practices of entities receiving Federal grant and contract funds. This service helps ensure that indirect cost rates paid by the Federal Government are legally sound, fair, and equitable.

Additional services provided by the DCA include: resolving audit findings on cost allocation plans and indirect cost rates; providing guidance on matters affecting grant programs; providing recommendations on improving grantee accounting systems; and providing assistance in developing Government-wide and Department-wide accounting policies, procedures, and regulations.

Debt Collection Center Services (OP404)

Provides a full range of state-of-the-art debt management and collection services covering virtually all types of receivables. Services include: account maintenance; credit card processing; demand, custom letters, and account or billing statements; lockbox facilities; referral of delinquent accounts to commercial debt collection agencies; referral of health profession claims for Medicare and Medicaid participation exclusion; referral of debts to the U.S. Department of Justice (DOJ) for enforced collection; referral of debts to the Treasury Offset Program (TOP) for administrative offset; referral of debts to Treasury for cross-servicing; reporting of debts to credit reporting agencies; report preparation, both regulatory and ad hoc; and 1099C reporting and 1098E reporting to the Internal Revenue Service (IRS).

The PSC is a Treasury-designated Debt Collection Center.

HHS E-Gov Travel Center of Excellence (OP411)

Provides operational customer support on travel-related services for HHS. Services include providing Tier Three support to Federal Agency Travel Administrators and liaison to the Tier One E-Gov Travel Help Desk; performing contract maintenance for the E-Gov Travel and Travel Management Center vendors; collecting and responding to customer feedback; evaluating and prioritizing changes and improvements to systems and processes; managing the impact of upgrades and system testing; developing and executing training and communications plans; managing enhancement needs through development and deployment; and leading requirements gathering, testing, and implementation of any new or updated interface.

Payment Management (Grant) Services (OP402)

Provides grant and grant-like disbursements, cash management, and grant accounting support services utilizing the Payment Management System (PMS). The PMS is a custom-developed, state-of-the-art, grant financial management and disbursement system. It is one of only two civilian grant disbursement systems approved by the Federal Chief Financial Officers Council.

Funds requests are submitted and processed online through the easy-to-use PMS payment request functions. All disbursements are completed by electronic funds transfer to the grantee’s bank account the following day (or the same day, if necessary). The PMS ensures customer grant-awarding agencies that Federal cash management goals are met by systematically managing the disbursement of funds to coincide precisely with recipient fund requirements.

Electronic financial reports and supporting accounting transactions are promptly provided to grant-awarding agency customers, enabling better management of grant activities, timely and accurate financial statement reporting, and enhanced support for program decision-making processes.

Payroll Accounting Services (OP408)

The FMS performs payroll accounting services for HHS' civilian employees' and Commissioned Corps Officers' payrolls. Services include: payroll reconciliations; collection and disbursement of various payroll items such as income taxes and unemployment benefits; and reporting of those items to Treasury, States, the IRS, and the U.S. Department of Labor. The FMS also prepares the monthly Statement of Transaction (SF-224).

The FMS operates and maintains the Accounting for Pay System (AFPS) interface, which provides a systematic interface of payroll accounting information necessary to account for disbursements, obligations, and accruals for personnel costs. This interface results in the production of accounting transactions and expenditure control reports to accomplish accounting requirements. The AFPS provides customers with the online capability to manage payroll costs at the Common Accounting Number (CAN) level as well as change the distribution of costs as deemed necessary.

HCAS O&M (OP412)

As the designated center of excellence for the HCAS O&M, the FMS will be managing and delivering O&M services for HCAS, the Department’s new acquisition system, under the authority of the HHS Service and Supply Fund (SSF) Board of Directors. Develops O&M policy and procedures; establishes services and monitors system performance; ensures coordination and knowledge transfer; oversees the HCAS change control process and configuration management; oversees HCAS production operations, including instance management; supports governance and reporting; and ensures customer satisfaction.

UFMS Operations & Maintenance (O&M) (OP410)

As the designated center of excellence for the UFMS O&M, the FMS manages and delivers O&M services for UFMS under the authority of the HHS Service and Supply Fund (SSF) Board of Directors. The FMS develops O&M policy and procedures; establishes services and monitors system performance; ensures coordination and knowledge transfer; oversees the UFMS change control process and configuration management; oversees UFMS production operations, including instance management; supports governance and reporting; and ensures customer satisfaction.

FEDERAL OCCUPATIONAL HEALTH SERVICE (FOH)

The Federal Occupational Health Service (FOHS) provides comprehensive, high-quality, customer-focused occupational health services in strategic partnership with Federal Agencies nationwide to improve the health, safety, and productivity of the Federal workforce. Services include health and wellness programs, employee assistance, work/life services, and environmental health and safety services.

Employee Assistance Services (OP502)

Provides a wide variety of Employee Assistance Program (EAP) Services, Specialized Behavioral Health Services, and Work/Life Services by well-qualified professionals to help Federal managers and their employees resolve problems that may adversely impact their work performance, conduct, health, and well-being. These services are designed to help employees manage their work and personal lives and to help employers and employees adapt to workplace changes, leading to increased workplace productivity.

Services Include:

• EAP Services (OP502)

  Provides licensed, professional counselors to assist employees with any type of personal and workplace problem. Overcoming the problems faced by employees results in a healthier, more productive, and more effective workforce. Counselors are located in more than 102 counseling offices in Federal buildings across the country as well as in private offices through a network of “affiliate” counselors in locations, convenient to FOHS customers, across the country and overseas. Services include: confidential face-to-face initial assessments, short-term counseling, and referral and followup services for specialized or long-term treatment. Services are tailored to the specific needs of Federal Agencies and their employees, and include access to services through a professionally staffed call service center 24 hours per day, 365 days per year. Other features include: information via the FOHS EAP Web site; online substance use and misuse education; employee and leadership newsletters; employee orientations and supervisory trainings, both in-person and online; management consultations; health and wellness presentations; critical incident stress management services; service delivery reports; financial and legal services; identity theft prevention and recovery services; and dedicated services for internationally based employees and law enforcement personnel.

  Support is provided related to:

• Family relationship issues
• Workplace concerns
• Alcohol and drug problems
• Personal and emotional difficulties
• Health and behavioral issues




• Specialized Behavioral Health Services (OP505)

  Provides a wide variety of specialized behavioral health services including:

• Organizational Development Services that help Federal managers assess and resolve broader organizational issues through application of managerial and behavioral strategies adapted to the rapidly changing workplace.

• Alternative Dispute Resolution Services that utilize proven conflict management techniques such as facilitation, negotiation, mediation, and arbitration to resolve workplace conflicts.

• Law Enforcement Employee Assistance Services that focus on the needs of this occupational group through a network of law enforcement-experienced providers and consultants.




• Work/Life Services (OP507)

  Provides trained specialists with education and experience in various work/life fields such as gerontology, adoption, and child development. Confidential consultations and prescreened referrals are provided to employees and their families by telephone and online 24 hours per day, 365 days per year. Work/life services help today’s employees manage their workload; live fuller, more productive lives; and avoid burnout and stress-related health issues. Services include: a comprehensive Web site with resources and information, educational materials, seminars, monthly newsletters, and service delivery reports with annual return-on-investment (ROI) analysis.

  Support is provided on such life events and challenges as:

• Eldercare
• Childcare
• Adoption
• Becoming a parent
• College and technical school
• Summer programs
• Financial aid
• Relocation
• Career development
• Convenience services
• Retirement planning

Environmental Health Services (OP503)

Provides environmental health, industrial hygiene, and safety consultations and services to assist Federal managers in promoting safe and healthful work environments, in protecting the health, safety and productivity of the federal workforce, and in maintaining compliance with Occupational Safety and Health Administration (OSHA), U.S. Environmental Protection Agency (EPA), and other regulatory guidelines and compliance mandates. Consultation and service are provided by highly trained, well-qualified, informed, and empowered representatives. Services available include, but are not limited to: industrial hygiene evaluations and studies; safety assessments and training; asbestos and lead detection, monitoring, and abatement; environmental health surveys; personal protective equipment program development and implementation; respiratory protection program development and quantitative respirator fit-testing; hearing conservation consultations and assessments; hazard communications program development and implementation; emergency response plan development and training; food sanitation, safety and service inspections; ergonomic assessments and program development; and analytical services. The FOHS manages three fully equipped and accredited reference laboratories. These state-of-the-art facilities offer both sampling and analytical support services and specialize in industrial hygiene, environmental, microbiological, as well as asbestos and other fine particle, analyses.

Clinical Services (OP501)

Provides a wide variety of occupational health and preventive clinical services through licensed, credentialed health and wellness professionals that assist Federal managers and their employees in monitoring and managing health risks and occupational hazards to ensure safety and improve their health. Services include: staffing and management of onsite Occupational Health Centers, Wellness/Fitness Centers, and a network of over 2,300 private providers; physical exams for preplacement, periodic health assessment, medical surveillance/clearance, and fitness for duty; immunizations; health screenings; health education and training; and management of onsite automated external defibrillator (AED) programs and law enforcement medical specialists.

Services Include:

• Occupational Health Center Services

  Designs and manages Occupational Health Centers for Federal Agencies and their employees throughout the country. The FOHS currently manages more than 300 Occupational Health Centers in Federal buildings or other locations where populations of Federal employees work. These Centers are managed and staffed by highly qualified healthcare personnel and are open to all eligible or covered employees during the Government’s regular business hours or on a schedule mutually agreed upon with the customer agency or agencies. Health and wellness services provided in these Centers include: emergency response; walk-in/first aid care; administration of physician-prescribed treatments or services (e.g., allergy shots); health education programs; routine immunizations (e.g., flu, tetanus, and pneumonia); preventive screenings; and health risk appraisals.

  
  
  

• Specialized Health Services

  Provides a wide range of customized health and wellness services through its Occupational Health Centers and/or through its nationwide network of more than 2,300 affiliated private providers and clinics. Services include: fitness-for-duty, preplacement, and return-to-work exams; medical surveillance exams; smoking cessation programs; development and implementation of the AED program; law enforcement medical services; development of medical standards; database tracking and trend analysis; periodic health examinations; and travel and other work-related immunizations.

  
  
  

• Wellness/Fitness Services

  Provides a comprehensive range of services designed to promote physical fitness and healthy lifestyles that can reduce stress, absenteeism, and healthcare costs, and in turn enhance productivity. Services include: design, development, staffing, and management of onsite fitness centers; design and development of customized wellness and fitness programs; selection, purchase, and maintenance of fitness equipment; fitness assessments and preparticipation screenings; and wellness/fitness seminars on such topics as weight management, nutrition, and stress management.

ENTERPRISE SUPPORT SERVICE (ESS)

Director: Carol Arbogast
Phone: (301) 443-1200
E-mail: carol.arbogast@psc.hhs.gov

The Enterprise Support Service (ESS) provides an extensive array of human resource system and reporting enterprises (including administration and management) for the U.S. Department of Health and Human Services (HHS) civilian employees and Commissioned Corps Officers. The Office of Commissioned Corps Support Services provides compensation and medical benefits support services to active duty and retired Commissioned Corps Officers. The Payroll Services Division serves as liaison between the new civilian payroll service provider, Defense Finance and Accounting Service (DFAS), and HHS employees. The Office of Equal Employment Opportunity provides Equal Employment Opportunity (EEO) services, policy, commemorative events, and EEO complaint processing for the PSC and its customers.

Commissioned Corps Support Services (OP301)

Provides a variety of administrative services in the areas of compensation and medical affairs to active duty Commissioned Corps Officers of the U.S. Public Health Service (PHS) serving in HHS and other Federal Agencies.

Services Include:

• Compensation

  Administers a system of basic pay, allowances, and special or incentive pay for active duty Commissioned Corps Officers of the PHS. Administers a system of retired pay for retired officers and survivor pay for annuitants; processes payroll deductions and allotments; administers a wide range of benefit programs; interfaces with the U.S. Department of Defense (DoD) to coordinate pay benefits in concert with DoD policies and procedures; provides analysis of the pay system including administering an actuarial analysis contract as required by Congress on retirement pay; and coordinates with the U.S. Department of Veterans Affairs (VA) for the Service members’ Group Life Insurance (SGLI).

• Medical Affairs

  Provides administrative management and direction concerning medical issues. Provides counsel to programs regarding officers with sick leave and medical issues; monitors aftercare compliance in cases of alcohol or other substance abuse; provides authorization and payment of bills relating to medical and dental care for officers in emergency situations and preauthorized care not covered under the TRICARE benefit; serves as secondary appeals authority if payment is denied by TRICARE; provides case management services for officers in assigned locations distant from Uniformed Service Medical Treatment Facilities (USMTFs) while deployed, on travel, or on leave status; arranges for travel and initiates the process for reimbursement of Agency funds for travel incident to medical care; assists officers in obtaining essential healthcare in Federal and non-Federal treatment facilities and maintains all active duty health records; coordinates PHS medical care activities with the other Uniformed Services; and initiates the process for reimbursement for dependents’ and retirees’ healthcare through TRICARE. Maintains paper and electronic health records for active duty officers of the USPHS. Provides guidance and council to the Office of Commissioned Corps Force Management to help guide policies and practices of the USPHS pertaining to medical readiness and similar subject-related matters.

EEO Complaint Investigations (OP211)

Manages and assigns the contracts for outside contractors who perform EEO counselings, prepare Letters of Acceptance, investigate EEO complaints and prepare Final Agency Decisions. Serves as the Contracting Officer/Technical Representative for contracting EEO complaint services including EEO investigations, counselings, drafting of Letters of Acceptance, and the drafting of Final Agency Decisions within HHS. Serves as the liaison between contractors and Operating Division (OPDIV) EEO offices and management to ensure that complaint investigations, EEO contract counseling, drafting of Letters of Acceptance, and the drafting of Final Agency Decisions are handled expeditiously and result in a quality product. Reviews EEO investigations for quality control and ensures timeliness in conducting investigations.

EEO Services (OP213)

Provides services encompassing complaint prevention, resolution, processing, and adjudication. Provides advice to both managers/supervisors and employees on EEO matters. Designs, develops, and implements affirmative employment programs. Conducts workforce analysis for developing targeted goals and corrective solutions to systemic employment problems. Provides advice and assistance to managers on strategies to meet diversity goals in order to ensure inclusiveness in the workforce. Manages special-emphasis programs and conducts special commemorative observances. Helps prepare and deliver training courses. Serves as EEO Office for the Program Support Center, the Agency for Healthcare Research and Quality, and the Substance Abuse and Mental Health Services Administration.

Enterprise Applications Division (EAD) (OP215)

Services include system activities for HHS’ civilian employees and Commissioned Corps Officers and maintenance and operation of the systems housing current and historical pay and leave records for HHS employees.

Services Include:

• Capital HR

  Provides managers and Human Resources (HR) Specialists with a state-of-the-art online solution for human resources, benefits, and payroll systems administration in HHS. Establishes a stable production-certified operating environment for applications and interface processing including file and database backup, file retention, file and software security, operating schedules, system recovery, and restart. Establishes and maintains change management tracking and software version management and provides auditable change management and version management processes. (Capital HR was previously called Enterprise Human Resource and Payroll (EHRP) Services.)

• Help Desk Support

  Provides centralized management of help desk calls for payroll, timekeeping, and issues with the PSC-supported time and attendance system and with HR systems.

Payroll Services (OP216)

Services include managing all aspects of payroll customer services liaison between DFAS and HHS on all pay-related issues, including HHS pay policy, employee pay records, and supporting systems. Functions include: managing payroll service requests from the HHS OPDIVs and HR Centers; managing customer relations by defining customer needs and service expectations and tracking ongoing service performance; overseeing the biweekly time and attendance process; coordinating the Department’s payroll activities with DFAS, the HHS payroll provider; providing direction, technical assistance, and standard operating procedures for payroll liaisons and other persons who input data or use outputs from the personnel and payroll systems; diagnosing problems and devising solutions to systemic problems and inefficiencies related to payroll payments of HHS employees; providing required HRS information and resolving audit-related issues and findings; and monitoring DFAS performance against the Service Level Agreement.

Services Include:

• Payroll Customer Service

  Coordinates the Department’s payroll activities with OPDIVs and DFAS by analyzing time and attendance reports and by taking proactive and corrective actions to ensure accurate and timely payments to employees.

• Resolution of Missing Electronic Funds Transfer (EFT)/Checks

  Coordinates with DFAS to resolve EFT return issues or nonreceipt of paper checks as submitted by OPDIVs and HR Center staff via the Peregrine Tracking System.

• Special Pay

  Requests “Special Pays” from DFAS when an HHS employee did not receive at least 90% of his or her biweekly salary payment.

STRATEGIC ACQUISITION SERVICE (SAS)

Acting Director: Christie Goodman
Phone: (301) 443-6557
E-mail: christie.goodman@psc.hhs.gov

The Strategic Acquisition Service (SAS) provides leadership, policy, guidance, and supervision to the procurement operations of the PSC and improving procurement operations within the U.S. Department of Health and Human Services (HHS). Major service areas include: Acquisition Management, which comprises negotiated contracts, simplified acquisitions, and purchase card management; Strategic Sourcing, which comprises purchasing consolidation of expendable commodities and improvement of procurement practices; and the Supply Service Center, which provides pharmaceutical, medical, and dental supplies to Federal Agencies and other related customers worldwide.

Acquisition Management (OP704)

Provides services for negotiated contracts, purchase card management, and simplified acquisitions.

Services Include:

• Negotiated Contracts

  Solicits, negotiates, awards, and administers Government contracts, which include the acquisition of healthcare and support services, evaluation design studies and analyses, conference management, technical assistance, information technology (IT), professional services, and commodities. Contract actions can include negotiated sole source contracts and negotiated competitive contracts worth over $100,000. Supports socioeconomic goals and initiatives such as performance-based acquisition. More than 50 performance-based task order contracts have been competitively awarded to well-known contractors providing customers with technical assistance, studies, and assessments through the use of streamlined acquisition procedures.

• Purchase Card Management

  Issues purchase cards to authorized employees with certain single and monthly spending limits and restrictions coded electronically, under the Government-wide commercial purchase card program. The purchase card is the preferred means for authorized Government employees to purchase and pay for micro purchases. Purchase cards are monitored for spending in accordance with Federal Acquisition Regulations.

• Simplified Acquisitions

  Negotiates and awards purchase orders, delivery orders, and blanket purchase agreements for all types of commodities and services utilizing Federal simplified acquisition procedures. Manages consolidated contracts for office equipment repair, IT equipment, and contract closeout services as well as strategically sourced, Department-wide contracts for temporary medical, professional, and administrative staffing, office equipment, supplies and furniture, and IT peripherals. A-76 acquisition support services are also available to meet the needs of customer agencies and Federal initiatives.

Strategic Sourcing (OP701)

Establishes Department-wide initiatives to consolidate purchasing with specific focus on expendable commodities, commercial-like services and systems integration, including conducting spend analysis to support acquisition decisions, implementing change management processes to empower the acquisition community, and investigating and implementing innovative government and industry procurement practices within the HHS acquisition environment.

Supply Service Center (OP705)

The HHS SSC is a national and international source of pharmaceutical, medical, and dental supplies for the healthcare facilities throughout HHS and other Federal Civilian Agencies as well as all branches of the U.S. Armed Forces. The SSC is a full service supply, warehouse, and distribution activity offering logistical support worldwide, in concert with technical assistance and materiel management, to service the customer’s requirements.

The SSC is a Food and Drug Administration (FDA) registered bulk pharmaceutical repackaging facility offering customized labeling and unit-of-use prepacks for both prescription and over-the-counter (OTC) drugs. Strict quality control standards must be maintained by the SSC in order to assure compliance with FDA’s Current Good Manufacturing Practice Regulations. The Center’s Pharmacy Branch has four state-of the-art high-speed packaging lines that produce customized unit-of-use containers of solid oral dosage forms in large volumes in a short time period. These unit-of-use containers are convenient, prescription size, and patient ready for direct distribution to patients by healthcare professionals.

The SSC established a comprehensive program for managing clinical drug trials, provided in cooperation with the National Institutes of Health (NIH) and other Federal Government Agencies. The Center can perform all duties associated with the management of the trials, including customized labeling and repackaging, inventory management, distribution and logistical support, and any technical assistance that may be required.

Additional services offered by the SSC include specialized assistance and medical supply support to Presidential Initiatives, national emergencies, and medical readiness programs involving the Federal Government. The SSC is committed to providing qualitative and accountable logistical support services to meet the requirements of its large customer base. This expertise, coupled with an international pharmacoeconomic experience, ensures a competitive edge for current and future customers.

PSC Service Level Agreement General Provisions

The Program Support Center uses the Service Level Agreement (SLA) to document the fee-for-service relationship with its customers. The SLA contains General Provisions that provide the terms and conditions of the agreement. Listed below are the General Provisions that are included in the SLA.

a. AUTHORITY: All provisions of this agreement shall comply with 42 USC 231 and the SSF Charter.

b. SERVICE LEVEL REQUIREMENT ESTIMATION AND CHANGES IN ESTIMATES: The receiving organization will provide the PSC Business Office projections of projected support volume. Significant changes in the receiving organization's support requirements should be submitted to the PSC in a manner that will permit timely modification of resource requirements. It is the responsibility of the receiving organization to bring these major changes in required support to the attention of the PSC Business Office as soon as possible prior to changing support requirements.

c. BILLING: The PSC will provide clear statements of costs incurred (to organizations receiving recurring support) via the PSC Revenue, Invoicing, and Cost Estimation System (PRICES) Online Viewer. The PSC will provide on-line access to named points of contact provided by the receiving organization. One-time customers will receive hardcopy billing documents.

d. BILLING RESOLUTION: The receiving organization will utilize the customer feedback form, available on the Online Viewer, to submit billing inquiries. The PSC has ten (10) business days to respond to customer inquiries as follows: the PSC Business Office will forward the customer feedback form to the appropriate cost center point-of-contact (POC) within three (3) business days of receipt; the cost center POC will respond directly to the customer within seven (7) business days of receipt from the Business Office.

e. RATES: All rates expressing the unit cost of services provided in this agreement are based on current SSF Board approved rates. Changes to these rates will be in accordance with the provisions of the SSF Charter. For rate changes that do not require Board action, the receiving organization will be notified immediately of such rate changes that affect the support receivers. All hourly rated services will be charged in increments of quarter hours.

f. CANCELLATION: Cancellation of services for receiving organizations is covered by the SSF Charter. This agreement may be revised at any time by the mutual consent of the parties concerned. The PSC may cancel this agreement upon giving at least 180 days written notice to the receiving organization. These cancellations are dependent on SSF Board Charter stipulations as they apply to products/services.

g. EMERGENCY: In case of an emergency which affects the PSC, this agreement will remain in force only within the extent of the PSC’s capabilities.

h. FUNDING AND REIMBURSEMENT: The receiving organization will provide the PSC an annual funding document in advance to cover estimated charges for the fiscal year. At the end of each quarter, customer bills available through PRICES OnLine Viewer will reflect a “Final” designation. The final quarterly billing will be reflected as a drawdown on the PRICES OnLine Viewer funding status report. For one-time customers, the PSC will forward a monthly summary of actual charges incurred during that period. After a five (5) day receiver review period, the PSC will create a job order in the amount of the earned monthly charge. Based on this order, the PSC will prepare and process an IPAC transaction (or other intergovernmental billing, as appropriate). Discrepancies in quarterly charges must be addressed to the PSC Business Office within one hundred and twenty (120) days of the close of the quarter in which the billing occurred. Conversely, the receiving organization will provide the PSC with additional funding to cover charges in excess of advanced fiscal year funding; and credits will be issued in the instance of excess charges.

i. AUDITING: The PSC will permit the receiver to examine documents and other evidence, regardless of form or type, necessary to permit adequate evaluation of cost and pricing data along with computations and projections used in performing the service. The PSC agrees to make this information available at reasonable times for a period of twenty-four (24) months after the end of the fiscal year in which the service was performed.

j SYSTEM SECURITY: The PSC will ensure all levels of system security; computer terminals, communication lines, passwords, access applications and data output are authorized, protected and secured. System security is integrated into PSC’s products and service offerings where applicable.

k. SECURITY: The receiving organization will implement the following security requirements. (1) Designate a security point of contact to interface with the PSC Chief Information System Security Officer (CISSO) on security related issues to ensure compliance with Secure One HHS IT Security Policy; (2) Ensure access requests are properly authorized; (3) Ensure access profiles are periodically reviewed; (4) Enforce password complexity requirements per the Secure ONE HHS and PSC guidance; (5) Ensure physical access to computers or terminals that provide access to PSC systems is restricted; (6) Ensure security incidents that impact access to PSC systems are timely communicated to the PSC CISSO; and (7) Ensure users adhere to the governing “Rules of Behavior” for the PSC system.

l. CUSTOMER SATISFACTION: The PSC will measure the quality of service delivery as the percentage of customers expressing overall satisfaction with services provided. To measure customer satisfaction, the PSC will use the PSC Online Comment Card responses to obtain the percentage of customers that rate overall satisfaction with services as Satisfied or Very Satisfied. To ensure quality service delivery across all product and service lines, the PSC will strive to achieve a customer satisfaction rating of at least 90%.

Last revised: March 18, 2008

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