Customer Solutions
"Simplifying your day" is the goal of CAO Customer Solutions. This organization makes it as easy as possible for Members and staff to get what they need to get down to the business of serving the American people. The CAO Customer Solutions Center (CCSC)-which comprises a walk-in facility, call-in help desk and staff assigned to assist specific offices-is the first point of contact for finding answers, ordering services from throughout the CAO and exploring solutions to business problems.
Numbering 257 staff members, Customer Solutions includes the following groups:
Customer Solutions Delivery - Customer Solutions Center (includes First Call+, Office Coordinators and Graphics), House Recording Studio, Office Supply Store, House Gift Shop, Photography, Services Management and Workflow Management.
Assets, Furnishings and Logistics - Acquisition, Payments, Equipment Maintenance, Equipment Inventory Management, Logistics, Warehousing, Carpet, Drapes, Upholstery, Cabinetry, Finishing and Modular Furniture.
Immediate Office - Resource Management, Customer Relationship Management.
Achievements and Future Plans
110th Transition Office Moves/Renovations - By the start of the new Congress on January 3, the joint CAO/Architect of the Capitol transition team completed 209 Member, Committee and Leadership office moves. Among their many activities, the teams transferred 8,392 pieces of furniture, installed 12,000 yards of carpet and 369 new window treatments, and removed and reinstalled over 725 existing drapes for painters. All 259 moves were completed by January 16. Committee moves were accomplished in two phases: Phase one was completed by January 16 and phase two incorporated more detailed renovation work that included paint, carpet, furniture, room reconfigurations, and electric/telecommunication changes. Office Services is currently working on 22 office renovations and recently coordinated renovation of the Speaker's second-floor hallway.
House Equipment Fair - On February 5, the CAO hosted the House Equipment Fair, which showcased the latest trends in technology and office equipment to House staff. The overall customer satisfaction rating was 90 percent. The next fair will be held on November 13.
House Services Fair - The ninth annual House Services Fair was held on April 10. Representatives of the Architect of the Capitol, Attending Physician, Chief Administrative Officer, Clerk of the House, Library of Congress and the Sergeant at Arms staffed booths in the Cannon Caucus Room, where they provided attendees information about their services. The overall customer satisfaction rating of the event was 98 percent.
First Call+ Enhancements - First Call+ now offers customers an alternative way to request a Factiva account, a SecurID card and conversion of hard copy documents to PDF files. First Call+ can also provide information to customers wishing to set up a conference call. In an effort to continually improve its ability to effectively and efficiently provide quality solutions to customers, First Call+ has expanded its frequently asked questions database and is now using CTS2, the CAO's new customer tracking system.
CCSC Open House - On February 28, the CAO Customer Solutions Center hosted an Open House to welcome Members and staff and inform them about all the services offered by First Call+ and Office Services. CCSC representatives were on hand to answer questions regarding special events scheduling, resume drop-off, conference call arrangements and furniture requests. With almost 200 visitors in attendance, including four new Members of Congress, the event was a success.
Food Service Improvements - Service Management implemented a number of improvements to enhance dining services. The new Fit & Trim healthy eating program features complete meals that fit within USDA recommended daily allowances; offerings vary throughout the week and are available at most dining facilities. In the Longworth Food Court, Members and staff only lines were added to several hot food and checkout lines in order to decrease congestion and wait times. Credit cards are now accepted at most campus food service facilities. The Capitol Market has created order slips for Taco Salad Wednesday to increase order accuracy and efficiency, and the Rayburn Cafeteria has enhanced the Grab 'n' Go selection to include more premium items, wraps and international tastes. The Members' Dining Room has complemented traditional menu favorites with progressive, seasonal market-driven selections to augment the dining experience.
Customer Tracking System - The CAO's new Customer Tracking System, CTS2, which provides an improved mechanism of tracking documents and managing customer requests, went live on April 10. In February 2007, it underwent user acceptance testing, with First Call+ staff, financial counselors and the office coordinators comprising the initial user group. Additional users will be transitioning to the new system through February 2008.
High Definition Digital Technology in House Recording Studio - The House Recording Studio continues to transition from analog to high definition digital technology. Upon completion in 2008, the new studio will have the capability to provide high definition video production services from the studios and the House floor.
Modular Furniture Renovation Program - The first 2007 renovation of this multi-year program was completed in April. It involved renovating the furniture of five Member offices. To date a total of 143 Member office renovations have been completed, and an additional 14 offices are scheduled through September 2007.
Office Supply Store Supports Greening Initiative - On April 23, the House Office Supply Store began selling compact fluorescent light bulbs to employees at cost. Making these bulbs available to House staff supports the Green the Capitol Initiative. According to the report, if all staff members installed just one compact fluorescent light bulb for their own use, it would have a cumulative effect of removing 150 cars from the road.
