Financial Management Division

Customer Service Plan:
FFIS Operations Branch

The FFIS Operations Branch was established as part of a recent reorganization within the Financial Management Division. Iif you have any questions about this branch, you can call Michelle Garner, FFIS OB Branch Chief, on 301-504-1275.

• Introduction
• Identification of Customers
• Description of Branch Services
• Customer Service Standards
• Code of Conduct
• Partnership Relationship
• Periodic Review and Assessment

 

Introduction

To provide Customer Service Standards and plans for providing access to information in order to meet and fulfill customers' needs. This defines expectations to be provided for all significant services.

Identification of Customers

The customers of the FFIS OB for each REE agency are as follows:

• ARS: Headquarters, Areas, National Agricultural Library, Locations
• CSREES: FFIS Representative
• ERS: FFIS Representative
• NASS: Administrator and immediate staff (including the Budget Office), and Program Officials.
  

Description of Branch Services

The Foundation Financial Information System Operations Branch, FMD, is responsible for providing day to day financial system support including:

• Monitoring and oversight of financial systems (ARS/NASS FFIS, NFC Interfaces, ARMPS, LOTS, SAMS, CAM and ALPS).
• Development and interpretation of financial policies and procedures as they relate to ARS financial systems.
• Provide ARS/NASS Functional Administrator support for FFIS.
• Provide Help Desk support for FFIS for ARS.
• Coordinate the analysis and testing of FFIS standard BRIO Reports for ARS.
• Develop adhoc BRIO reports as needed for ARS.
• Coordinate common issues with the REE FFIS leads, as necessary.
• Coordinate the investments for Tribal Institutions Endowment Fund (CSREES).

Customer Service Standards

• Publish and maintain points of contact (name and telephone numbers) for each service provided.
• Hold periodic meetings with customers to gather feedback on quality of services provided.
• Participate in weekly teleconferences to exchange information and answer FFIS and related fiscal questions.
• Respond to inquiries (system, policy or procedural) and software support as soon as possible, but no later than one business day from request; provide follow up information as it becomes known to keep the customer apprised of the status of the action.
• Wherever possible, use LAN communication to exchange information or answer inquiries.
• Assemble joint agency financial process improvement teams to address issues or improve procedures that cross agency boundaries.
• Establish multi-disciplined teams to define requirements for new initiatives.
• Provide timely status reports on investments for the Tribal Institution Endowment Fund.

Code of Conduct

The Foundation Financial Information System Operations Branch employees are committed to conducting themselves in a courteous, respectful, open, and honest manner with co-workers and customers. We respect each other's opinions and work in a professional manner to achieve the goals and objectives of the Branch and Division. Cooperative and communicative teamwork enables us to provide the most effective and efficient business processes that meet the customers' requirements, which in turn, allows the customers to meet their objectives established in support of their mission.

Partnership Relationship

The success of the FFIS OB mission is accomplished through a partnering relationship with our customers where we have a free exchange of information and ideas related to service delivery processes and quality. The customer should be frank and candid in providing feedback on services provided, as well as identifying opportunities for changes that will better serve their needs.

Periodic Review and Assessment

Feedback will be solicited on a periodic basis for the purpose of determining if service delivery is being provided in accordance with the customer service standards. Information will be requested in various formats, including the use of questionnaires, personal discussions, and focus groups, as applicable.

All FMD Customer Service Plans

• Appropriation Level Management Staff
• Fiscal Operations Branch
• FFIS Operations Branch
• Travel and Relocation Services Branch

Last Updated: 12/11/2008