JSM 2004 - Toronto

Abstract #301720

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Activity Number: 267
Type: Topic Contributed
Date/Time: Tuesday, August 10, 2004 : 2:00 PM to 3:50 PM
Sponsor: Section on Government Statistics
Abstract - #301720
Title: NCES Implementation of GPRA via Customer Satisfaction Surveys
Author(s): Sameena M. Salvucci*+ and Stephen R. Wenck and Susan Hamsher and Arnold Goldstein and Barbara Marenus and Daniel Slattery
Companies: Synectics for Management Decisions, Inc. and Synectics for Management Decisions, Inc. and Synectics for Management Decisions, Inc. and National Center for Education Statistics and National Center for Education Statistics and National Center for Education Statistics
Address: 1901 N. Moore St., Arlington, VA, 22209,
Keywords: service standards ; strategic Planning ; performance measures ; performance indicators ; performance planning
Abstract:

The National Center for Education Statistics (NCES), as well as many other areas of the government, is required under the Government Performance and Results Act (GPRA) enacted on August 3, 1993, to "provide for the establishment of strategic planning and performance measurement." In support of its mission, NCES has established GPRA goals and objectives in three functional performance areas: collection, analysis, and dissemination of information on the condition of education in the U.S. and comparative international statistics. Between 1996 and 2003 NCES conducted five customer satisfaction surveys. This paper will describe how results from these surveys were used as performance indicators of the Center under GPRA. The paper will also describe how NCES has used these performance indicators to identify areas of performance planning. Finally, the paper will provide "lessons learned" about the design of the survey in relationship to its usefulness for providing relevant information for performance planning.

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Revised March 2004