| Comment Number: | EM-001303 |
| Received: | 3/2/2005 10:52:05 AM |
| Subject: | Notice of Proposed Rulemaking, Request for Comment |
| Title: | National Security Personnel System |
| CFR Citation: | 5 CFR Chapter XCIX and Part 9901 |
| No Attachments |
Comments:
I have recently taken over responsibilities as the RightNow Account Executive servicing the DoD. I wanted to take the time to introduce myself. RightNow is currently providing the Department of Homeland Security with a Knowledgebase, E-mail and Call Tracking/Management and Incident Management solution and I believe we could expect the impact it's having there to continue with the National Security Personnel System. We are also helping the Air Force, Army and Marine Corps with similar initiatives and I would like to share the successes we are seeing there as well. Please let me know who I should contact for further discussions. We are the eService experts in the Federal Government with more eService installations than any other vendor. Our customers include the Social Security Administration, Marine Corps Reserve Mobilization Command, Army Knowledge Online, DoD/OASD, Pension Benefits Guaranty (PBGC) and the Air Force Personnel Center. RightNow Technologies, with more than 1000 eService deployments, has more experience with customer service via the Internet than anyone else. We offer a solution that is proven by over 1,100 companies around the world and over 100 Federal Government/DoD Agencies. Specifically, we have assisted them: o Increase customer satisfaction by an average of 44% and o Decrease customer support costs 30-50% The following questions will help you determine whether our solution can assist your agency with similar challenges and address similar issues as those we have solved for 1000+ other clients. This may also aid us in the call next week, when we look at reviewing your requirements. 1. Do you need the ability to add or modify FAQ?s easily? 2. Does your organization have a need to reduce incoming emails and phone calls? 3. Do you need to lower the cost per contact without negatively impacting the level of service provided? 4. Do you need a contact management solution that tracks incoming inquiries in one database regardless of whether the communication channel is email or phone? 5. Do you need to better manage the flow of incoming and outgoing email so it is retained in one common repository that you can track through closure as it travels through your organization? 6. Are you finding that there is information on your website that people should be able to find, but do not or cannot? 7. Do you need to improve service to customers/citizens/internal staff via the Web, providing faster, easier to find, more timely, relevant and consistent information? Did you know that RightNow?s multi-channel service has helped more than a hundred government agencies reduce repetitive phone calls and inbound email by thousands per month while improving superior service to their constituents? Today, agencies are required to do more with less. You have to support any number of services with fewer resources and limited budgets-all while providing world-class customer service-RightNow can help. Government agencies like the Department of Defense, Social Security Administration and U.S. Army Knowledge Online are managing thousands of customer inquiries while keeping their support costs in check. Here are some links to a few Federal Government Web Sites currently reducing emails and phone calls with RightNow Service: o U.S Department of Defense (DefenseLink): http://www.dod.mil/faq/comment.html o Social Security Administration - Find An Answer to Your Question: http://ssa-custhelp.ssa.gov/cgi-bin/ssa.cfg/php/enduser/std_alp.php o U.S. Customs: http://help.customs.gov