Referral Services Team   2013 Strategic Plan                         1
Housing Referral Services           Mission and Vision• Referral Team Mission – To support  Sailor and family readiness th...
Housing Referral Services           Strategic Goals1. Standardize2. Measure3. Communicate                                 ...
Standardize - Goals1.1 Standardize and streamline existingservices for potential resource savings,eliminate duplication of...
Measure - Goals2.1 Provide empirical justification for resource decisions andstandardize and streamline existing services ...
Communicate - Goals3.1 Improved customer experience based oncurrent, high quality, standardized Housingdata across the ent...
Deliverable Table by Goal (1 of 2)Strategic     Goal   Deliverable                             Target              Externa...
Deliverable Table by Goal (2 of 2)Strategic     Goal   Deliverable                          Target              External S...
Housing Referral Services                                                  Major Milestones 2013                 March    ...
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2013 Housing Services Team Strategic Plan

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2013 Housing Services Team Strategic Plan

  1. 1. Referral Services Team 2013 Strategic Plan 1
  2. 2. Housing Referral Services Mission and Vision• Referral Team Mission – To support Sailor and family readiness through comprehensive housing services, wherever they choose to live.• Referral Team Vision – To provide customers with standardized, reliable, and valuable housing services. 2
  3. 3. Housing Referral Services Strategic Goals1. Standardize2. Measure3. Communicate 3
  4. 4. Standardize - Goals1.1 Standardize and streamline existingservices for potential resource savings,eliminate duplication of efforts and supportSailors and their families.1.2 Issue CNIC instructions to standardizeHousing referral services across theenterprise in support of critical servicesprovided at the installation level. 4
  5. 5. Measure - Goals2.1 Provide empirical justification for resource decisions andstandardize and streamline existing services for potentialresource savings.2.2 Be able to empirically measure the quantity and qualityof Housing referral services being provided to support Sailorsand their families.2.3 Identify and standardize a single data system to supportthe needs of installation, region and headquarters for bothcustomer facing and internal processes. 5
  6. 6. Communicate - Goals3.1 Improved customer experience based oncurrent, high quality, standardized Housingdata across the enterprise and establish theCNIC N93 websites as the authoritativesource for Housing.3.2 Create an engaged internal and externalaudience through social media. 6
  7. 7. Deliverable Table by Goal (1 of 2)Strategic Goal Deliverable Target External Support NeedsGoal Date Regions Policy eMH ResourceStandardize 1.1 Approved process maps Mar 2013 X XStandardize 1.2 Signed RPP and Issue Resolution Sep 2013 X X policiesStandardize 1.2 Formal coord draft of Home Finding, Sep 2013 X Fair Housing, and HEAT policiesStandardize 1.2 Formal coord draft of Customer 2014 X Outreach, Inspections and Listings Mgmt policiesMeasure 2.1 Approved cost drivers for RPP, Issue Aug 2013 X X Resolution, Home Finding, Fair Housing, and HEAT functionsMeasure 2.1 Approved cost drivers for Customer 2014 X X Outreach, Inspections and Listings Mgmt functionsMeasure 2.2 Approved metrics for RPP and Issue Dec 2013 X X X Resolution functionsMeasure 2.2 Approved metrics for all other 2014 X X X functions 7
  8. 8. Deliverable Table by Goal (2 of 2)Strategic Goal Deliverable Target External Support NeedsGoal Date Regions Policy eMH ResourceMeasure 2.3 Approved data improvement Dec 2013 X X strategy planCommunicate 3.1 Standardized web structure Jun 2013 X XCommunicate 3.2 Approved communications strategic Oct 2013 X plan 8
  9. 9. Housing Referral Services Major Milestones 2013 March April May June July August September October November December Approved Process Maps Formal Coord RPP INST Signed RPP INSTStandardize Formal Coord Issue Res INST Signed Issue Res INST Formal Coord Home Finding, Fair Housing, and HEAT policies Draft metrics for RPP Formal Coord Approved metrics & Issue Res metrics for RPP & for RPP & Issue Res Issue Res Measure Data gap analysis Identify data reqts for Draft data improv Approved data for all functions RPP and Issue Res strategy for RPP & improv strategy for Issue Res RPP & Issue Res Establish content Implement standardized Update website business rules and structure across website content standardization reqtsCommunicate Update 2011 Approved communications communications plan strategic planBold milestones are deliverables Milestone dates are drafts / estimates and subject to change 9

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