The 2013 strategic plan for the Housing Referral Services Team outlines goals to standardize, measure, and communicate housing services across the Navy. The plan's goals are to 1) standardize existing housing referral services, 2) empirically measure services to justify resources and service quality, and 3) improve customer experience and communication through standardized data and social media. Key deliverables include approving process maps and policies by September 2013, defining service cost drivers and quality metrics by December 2013, and establishing a standardized website structure and communication strategy by June and October 2013 respectively.

1. Referral Services Team
2013 Strategic Plan
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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.
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3. Housing Referral Services
Strategic Goals
1. Standardize
2. Measure
3. Communicate
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4. Standardize - Goals
1.1 Standardize and streamline existing
services for potential resource savings,
eliminate duplication of efforts and support
Sailors and their families.
1.2 Issue CNIC instructions to standardize
Housing referral services across the
enterprise in support of critical services
provided at the installation level.
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5. Measure - Goals
2.1 Provide empirical justification for resource decisions and
standardize and streamline existing services for potential
resource savings.
2.2 Be able to empirically measure the quantity and quality
of Housing referral services being provided to support Sailors
and their families.
2.3 Identify and standardize a single data system to support
the needs of installation, region and headquarters for both
customer facing and internal processes.
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6. Communicate - Goals
3.1 Improved customer experience based on
current, high quality, standardized Housing
data across the enterprise and establish the
CNIC N93 websites as the authoritative
source for Housing.
3.2 Create an engaged internal and external
audience through social media.
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7. Deliverable Table by Goal (1 of 2)
Strategic Goal Deliverable Target External Support Needs
Goal Date
Regions Policy eMH Resource
Standardize 1.1 Approved process maps Mar 2013 X X
Standardize 1.2 Signed RPP and Issue Resolution Sep 2013 X X
policies
Standardize 1.2 Formal coord draft of Home Finding, Sep 2013 X
Fair Housing, and HEAT policies
Standardize 1.2 Formal coord draft of Customer 2014 X
Outreach, Inspections and Listings
Mgmt policies
Measure 2.1 Approved cost drivers for RPP, Issue Aug 2013 X X
Resolution, Home Finding, Fair
Housing, and HEAT functions
Measure 2.1 Approved cost drivers for Customer 2014 X X
Outreach, Inspections and Listings
Mgmt functions
Measure 2.2 Approved metrics for RPP and Issue Dec 2013 X X X
Resolution functions
Measure 2.2 Approved metrics for all other 2014 X X X
functions
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8. Deliverable Table by Goal (2 of 2)
Strategic Goal Deliverable Target External Support Needs
Goal Date
Regions Policy eMH Resource
Measure 2.3 Approved data improvement Dec 2013 X X
strategy plan
Communicate 3.1 Standardized web structure Jun 2013 X X
Communicate 3.2 Approved communications strategic Oct 2013 X
plan
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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 INST
Standardize 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 reqts
Communicate
Update 2011 Approved communications
communications plan strategic plan
Bold milestones are deliverables
Milestone dates are drafts / estimates and subject to change
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