The
Level 1
Customer
Service Excellence
Award is
a non-monetary
award.
It is designed
to be simple
and quick.
It
recognizes
and encourages
employee
and team
efforts in
customer
service excellence
as these
efforts occur. If
cash awards
are desired
to recognize
customer
service
excellence,
the STAR
Award application
process
should be
used instead
of the Customer
Service
Excellence
Award process.
DOI
supervisors,
peers
and customers
are eligible
to nominate
DOI employees,
teams,
and contractors
who should
be recognized
for their
efforts. A
nomination
form is used
(see below). Nominations
should be
provided
to the bureau/office
awards coordinator
with a copy
to the bureau/office Customer
Forum member.
Nominations
should be
approved
by the nominee’s
supervisor
prior to
submission
to the award
coordinator.
In
the case
of contractors,
nominations
should
be approved
by the
contractor’s
supervisor
or contracting
officer at
the bureau
or DOI office. Each
DOI bureau/office
is responsible
for implementing
and maintaining
the award
program
within its
respective
organization,
and may
use discretion
and flexibility
in administering
the award.
Level
1 Customer
Service
Excellence
Awards
should
be offered
to the
same individual
or team
no more
than once
per year.
Nominations
meriting
a Customer
Service Excellence
Award will
receive certificates
of appreciation
signed by
the bureau
head or,
in the case
of recipients
from the
Office of
the Secretary,
signed by
the Assistant
Secretary
for Policy,
Management
and Budget. A
non-monetary
memento,
time-off
award, or
other incentive
may be offered
as well, if appropriate,
and at
the discretion
of the awarding
organization
.
Bureaus
and offices
are encouraged
to spotlight
their award
winners by
using various
communication
mechanisms,
including
DOI inter-
and intranet
pages and
People,
Land and
Water.
Nomination
Procedures
for Level
1 Customer
Service Excellence
Award:
Nomination
procedures
should
be posted
on bureau/office
intra-
and internet
web pages
as well
as on
the Department’s
home pages
so that external
customers
are aware
of the award
and are able
to participate
in the nomination
process. A
future goal
is to automate
the award
process
so that
individuals
may nominate
employees
and teams
on-line.
Any
employee
or customer
of the
DOI may
nominate
individuals,
teams,
activities
or organizations
for Level
1 Customer
Service
Excellence
Awards.
Nominations
should focus
on outstanding
customer
service activities
or increased
customer
satisfaction
results.
Nominations
may be made
to recognize
both internal
as well as
external
customer
service,
such as services
provided
to another
office, bureau
or agency;
state, local,
tribal or
foreign governments;
private sector
or non-profit
organizations;
and the general
public. DOI
contractors
are eligible
for the
award and
non-monetary
recognition.
To
be nominated,
an individual,
team, activity
or organization
must demonstrate
special initiative
and/or innovation
in one or
more of the
following
areas:
- Improving
the quality
or delivery
of a DOI
product
or service;
- Responding
to customer
requirements
in a timely
and courteous
manner;
- Solving
customer
service
problems/concerns
quickly
and innovatively;
- Developing
new ways
of doing
business
that benefit
DOI customers,
partners
and/or
stakeholders;
- Providing
outstanding
service
to DOI
customers,
partners
and/or
stakeholders.
The
accomplishment
to be
recognized
should
have been
achieved
within
3 months
of the
nomination. The
nomination
form (which
can be
downloaded
in Word
Perfect
or MS
Word)
should be
completed
and submitted
through
the supervisor
of the employee(s)
to be honored
to the nominating
bureau/office’s
award coordinator
with a copy
to the respective
DOI Customer
Forum member.
