ALCOAST 030/09
COMDTNOTE 16000
SUBJ: ONLINE CUSTOMER SATISFACTION SURVEY FOR MARINE INDUSTRY AND
THE GENERAL PUBLIC
1.  A NEW WEB-BASED CUSTOMER SATISFACTION SURVEY HAS BEEN DEVELOPED
FOR HOMEPORT.USCG.MIL AND WILL BE LAUNCHED DURING ONE OF OSC
MARTINSBURGS MAJOR UPLOADS THIS WINTER.  MODELED AFTER THE
SUCCESSFUL MERCHANT MARINER SURVEY THAT SUPPORTS THE NATIONAL
MARITIME CENTERS MARINER LICENSING AND DOCUMENTATION PROGRAM, THE
PURPOSE OF THIS SURVEY IS TO IMPROVE COMMUNICATIONS AND GARNER
FEEDBACK FROM MARITIME INDUSTRY STAKEHOLDERS AND THE PUBLIC.  THIS
WILL ULTIMATELY IMPROVE SERVICE DELIVERY ACROSS A BROADER SEGMENT
OF OUR CUSTOMER BASE WITH THE GOAL OF DRIVING CONTINUAL
IMPROVEMENT.
2.  THE LINK TO THIS CUSTOMER SATISFACTION SURVEY WILL RESIDE ON
HOMEPORTS FRONT PAGE FOR MAXIMUM ACCESSIBILITY.  ONCE A SURVEY IS
SUBMITTED, CUMULATIVE RESULTS PERTAINING TO EACH OF THE QUESTIONS
WILL BE PROVIDED TO THE CUSTOMER.  THERE WILL ALSO BE AN OPTION TO
HAVE A COAST GUARD REPRESENTATIVE CONTACT THEM TO DISCUSS THEIR
FEEDBACK.
3.  THE OFFICE OF QUALITY ASSURANCE AND TRAVELING INSPECTORS COMDT
(CG-546) WILL INITIALLY SERVE AS THE CENTRAL CLEARINGHOUSE AND
FORWARD FEEDBACK DIRECTLY TO THE APPROPRIATE UNIT(S).  THIS WILL BE
THE INTERIM PROCESS UNTIL A REPORTING AND FOLLOW UP SYSTEM BECOMES
FULLY AUTOMATED.  RESULTS WILL ALSO BE PRESENTED TO SENIOR
LEADERSHIP DURING MANAGEMENT REVIEWS TO GAUGE AN OVERALL LEVEL OF
CUSTOMER SATISFACTION.
4.  SENIOR LEADERSHIP IS COMMITTED TO THIS INITIATIVE AS PART OF
THE MARINE SAFETY PERFORMANCE PLAN AND FURTHER DEVELOPMENT OF THE
MISSION MANAGEMENT SYSTEM (MMS) WITH A FOCUS ON CUSTOMER-ORIENTATED
PROCESSES.  THE COAST GUARD LOOKS FORWARD TO GARNERING VALUABLE
FEEDBACK FROM ITS KEY CUSTOMERS AND STAKEHOLDERS, AND THEN USING IT
TO MAKE NECESSARY IMPROVEMENTS.
5.  FOR QUESTIONS REGARDING THIS MESSAGE, PLEASE CONTACT LCDR ALAN
MOORE, OFFICE OF QUALITY ASSURANCE AND TRAVELING INSPECTORS COMDT
(CG-546), AT (202) 372-1231 OR ALAN.H.MOORE AT USCG.MIL
6.  RDML JAMES WATSON, DIRECTOR OF PREVENTION POLICY, SENDS.
7.  INTERNET RELEASE AUTHORIZED.