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June 30, 2022
What's New
TODAY: Early Timecard Cutoff for July 4
Timecards covering Sunday, June 19, through Saturday, July 2, MUST be verified and approved in ITAS no later than 3:00 p.m. TODAY.
BPHC’s New Customer Experience Program: What to Expect
Last week’s All-Hands included an example of the updates you can expect from the Customer Experience (CX) Task Force who will lead all of us through development of this program. Highlights:
The Task Force will focus on three areas that, for BPHC to do its best, must work in sync: People, processes, and tools.
Featured Tool: Salesforce
OSBO Deputy Director Holly Schumann shared a deeper dive on Salesforce and plans to use it in more and improved ways.
Salesforce is a Customer Relationship Management (CRM) tool. We’re using it to improve our interactions with customers.
- What kind of relationship do we want to have with our customers? High-quality, timely interactions that benefit us and them—getting them what they need, but also allowing us to learn. (Everyone makes progress!)
- How does Salesforces manage this work? It streamlines and automates processes (Consistency!); it also efficiently captures data.
Data is important because:
- It increases transparency and allows each of us to start from the same place when interacting with a customer.
- It speeds up our discovery of issues that may need special attention.
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Key Salesforce Features
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Community is an online social platform to create branded sites connecting customers, employees, and partners with each other.
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Case Management centralizes information about a health center and our interactions with that health center.
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Knowledge Management is built on articles available to all staff and health centers.
Susan Hagler from OPPD shared how her Policy team uses Salesforce features to manage their work responding to policy questions. The CX Task Force recognizes that for future Salesforce enhancements to be meaningful to our customers’ experience, BPHC must adopt a standardized cross-bureau approach (i.e., roles and processes).
What’s Next?
BPHC has many steps to take toward realizing Salesforce’s full potential. Some are technical. Some will require training and creation of processes. We’ll need to make sure that everyone—you, your colleagues, and health centers—understand how to use this tool. And we’ll continue to make improvements in how we use it and work together in order to meet the needs of our customers. Stay tuned to hear more!
Last Chance to Vote for Suma!
Suma Nair is one of the top six finalists for a 2022 Samuel J. Heyman Service to America Medal (“Sammies”)! People’s Choice voting closes TOMORROW, Friday, July 1.
Don’t delay—VOTE for Suma TODAY!
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TODAY: Newsletter Deadline Change
Due to the July 4 holiday, newsletter announcements must be approved in SharePoint by COB TODAY. We’ll hold submissions received after that deadline for the following issue.
Questions or concerns? Email the Digest or Insider mailbox.
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How the Federal Employee Viewpoint Survey Stays Confidential
The Federal Employee Viewpoint Survey (FEVS) is an important management feedback tool to share your input anonymously. This input helps leadership better understand your concerns and thoughts on workplace issues. The Office of Personnel Management (OPM) administers the survey to eligible employees, and OPM’s contractor is required to ensure protection of individual responses under the Privacy Act.
Concerned about confidentiality? Review HHS’ FEVS infographic and video to learn exactly how your responses are protected. Here are a few key points:
- OPM does not release FEVS raw data results to participating federal agencies at any level such as HHS, HRSA, or BPHC.
- All FEVS reports sent to HRSA consist of aggregated percentages only.
- HRSA does not have access to individual-level responses or survey data for work units with fewer than 10 employees.
The FEVS is open until Friday, July 22. To learn how to access the FEVS survey link, view FEVS response rates across HRSA, and track BPHC response rates, visit HRSA's FEVS SharePoint page.
Join the HRSA All-Hands today (see HRSA Happenings) for an FEVS panel discussion segment called “Social Butterflies,” where colleagues will discuss their experiences with the FEVS at HRSA.
Questions? Contact the DWM FEVS Support Team.
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HRSA Recognizes National HIV Testing Day
Jim and Dr. Laura Cheever (Associate Administrator of HRSA’s HIV/AIDS Bureau) had the honor of penning the featured National HIV Testing Day blogpost on HIV.gov earlier this week. They discuss HRSA’s role in Ending the HIV Epidemic. They also share insights on the theme for this year’s observance, “HIV Testing is Self-Care.”
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Getting to Know: Bridgette Keefe
Meet Bridgette Keefe, Health Communications Specialist, Communications, OSBO:
One thing my coworkers would be surprised to learn about me: I painted my front door hot pink. Yep, HOT PINK.
Before working at BPHC, the most unusual or interesting job I ever had: I used to manage the English/Spanish podcast team when I was with the U.S. Department of Agriculture. And I’m deaf.
The title of my autobiography: "All You Need is Ears"
All-time favorite television show: "Battlestar Galactica"
I’m happiest when: A new leaf unfurls! (I own 50+ house plants!)
Learn more about Bridgette, and email BPHC Insider to submit your name for a future Getting to Know.
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In Case You Missed It
A Round-Up of Previously Announced Items
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