DEFENSE HUMAN RESOURCE ACTIVITY
Customer Assurance Services
When the Defense Enterprise Operations Center (DEOC), a newly created organization within the DHRA, needed branding, communications and analytics support, they turned to Vistra. Vistra’s team quickly stepped in to reach the more than 4,000 Service members, contractors and employees across the enterprise. One of our first activities involved the design and fielding of a customer experience survey across DHRA to gain a baseline of customer perceptions of service desk performance, reliability and timeliness. Recommendations formulated around identified areas for improvement resulted in year-over-year gains in customer perceptions of DEOC service desk performance. Backed by our research and our in-house creative team, we developed a Style Guide, Visual Standards Guide and other foundational documents.
Vistra redesigned and re-branded DEOC’s quarterly newsletter into the DEOC Communicator, a professionally published e-Magazine. Response to the DEOC Communicator was so positive that DHRA assumed publication of the newsletter, rechristening it “The DHRA Communicator” and expanding its focus to be enterprise wide. Additionally, we managed and developed their SharePoint and website. Our data analysts created an automated dashboard based in PowerBI that provided senior leadership with an easy, effective way to understand key performance metrics, including service and responsiveness levels. Another key element was providing Process Definition and Modeling support for DEOC’s business processes resulting in the creation of an organizational Service Catalog.
Through our support, Vistra developed DEOC’s brand, communications, and outreach efforts, elevated their profile across DHRA and evolved the center’s support into HQ.
Our work resulted in Exceptional CPAR ratings and the products and tools we developed enabled DEOC to more effectively reach their goal – serving their customers.