Using the DoD Performance Assessment Guide and Associated Software

- An Example


Reengineering TDY Travel

Performance and Customer Results


Based on a Briefing by Jack Denslow,
Office of the Under Secretary of Defense (Comptroller),
Directorate for Performance Measures and Results

given November 22, 1996


The following textual information was extracted from the Powerpoint briefing. Performance and Results graphs are linked to reduce WWW access time. A self extracting compressed file of the complete Powerpoint briefing is available.

Background

  • Travel Reengineering Task Force Charter
  • Customer Satisfaction Measures Developed with and Approved by Key Stakeholders of the Travel System:

    Performance and Customer Survey Results

    The survey questions yield the graphic "Results" based on comparison of before (baseline) and after travel reengineering..

    Results 1. Overall Travel Process Supports Mission Requirements

    Results 2. Current Travel Rules Are Easy to Understand

    Results 3. Travel Orders are Easy to Complete

    Results 4. Travel Orders are Approved Quickly

    Results 5. I am Provided With the Necessary Information to Approve Travel Orders.

    Results 6. Quality of Service Provided by My Commercial Travel Office in Arranging Travel

    Results 7. I Am Fully Informed About Travel Arrangements and Travel Guidance

    Results 8. The Travel Management Information System Provides the Budget Information Needed to Support Work Force Travel

    Results 9. The Travel Management Information System Provides the Travel Arrangements Information Needed to Support Work Force Travel

    Results 10. I Understand What Travel Expenses are Reimbursable

    Results 11. I Understand What the Travel Costs “Should Be” for My Subordinates

    Results 12. Use of American Express to Obtain Cash Advances at ATM Machines

    Results 13. Use of American Express to Charge Official Duty Costs

    Results 14. Know Responsibilities Concerning Use of the DoD Travel Charge Card (AMEX)

    Results 15. Round-the-Clock Access to a Commercial Travel Office Through a Toll-Free Number

    Results 16. Round-the-Clock Service to a Commercial Travel Office Through a Toll-Free Number

    Results 17. Timely Reimbursement of Travel Expenses

    Results 18. Overall Travel Process is Too Paper Intensive

    Results 19. Like Electronic Fund Transfer Reimbursement for Travel

    Results 20. Like the Idea of Split-Disbursement Payments to My Bank and American Express

    Results 21. Travel System Provides for a Sound System of Internal Controls

    Results 22. Travel System Reduces My Administrative Burden

    Results 23. Overall Travel Process is Fair and Equitable

    Results 24. Travel System Treats Us as Honest Customers

    End of Travel Reengineering - Performance and Customer Survey Results