Customer Request Procedure
Once a Customer has identified the service(s) expects from the NCI Agency, to secure and formalise the requirements he/she should fill-in a Customer Request Form (CRF) accessible on Online CSC.
Once submitted, the customer's request triggers Chief Operating Office (COO) to initiate the Customer Request Flow which basically goes through the following states: Initiation, Verification, Engagement with customer, Validation, Processing the Request, Providing the resulting service(s) or information, Closing the Request followed by a Customer Satisfaction Survey.
Customer Request Procedure
Upon receiving the CRF, the Requestor and all other contact details entered will be verified against the Customer Contact database. If the request is valid, a reference is generated and an advisory notification sent to the Requestor. This is where the customer engagement process happens. After this stage, an Account Manager is assigned to the request, and support through projects are evaluated through a two-stage initial review process. The Business Intake Triage Board (BITB) which is under the COO, reviews the CRFs to determine if a request is adequately defined and appropriate in relation to the Agency's business priorities. Following the BITB, the requests are reviewed with the Business Areas and the key enabling elements such as Acquisition and Legal Office at the Priority and Coherence Board (PCB). At the PCB, a lead Business Area is designated to review the request in fine details and ready to work on preparation of the price proposal or rejecting it. As a result, account manager provides a response to the customer indicating whether or not the request will be accepted.
Following the positive assessment of the customer's request, the Account Manager begins the start-up stage, where feasibility is addressed. In case the project feasibility assessment reveals customer's expectations cannot be met, the Account Manager communicates with the customer, potentially addressing possible changes to the expectations.
When the assessment of the start-up is positive, a Project/SLA Manager is assigned and a proposal is then developed, under the accountability of Chief Operating Office. Once ready, the Proposal is coordinated amongst the contributing bodies in the NCI Agency (formal internal staffing process) and sent out to customer under the responsibility of Chief Operating Office. The respective Account Manager is in charge of negotiating, tracking the validity period and ensuring communication is done with the customer when reaching the expiration date of the proposals.
When the customer acceptance is received and endorsed by the NCI Agency, the project execution starts under the responsibility of the Project Manager. When all deliverables have been provided to the customer, the Project Closure is requested by the Project Manager, supported by a Project Closure Highlight Report and approved by the Project Board.
Following the Project Closure Report submission, a Customer Satisfaction Form is prepared and sent to the customer under the responsibility of the relevant Account Manager. It allows for performance measure and lessons learned analysis used to enhance the overall service performance and to identify follow-up business opportunities.
Following return of the feedback from the Customer or expiration of the deadline for answer, Chief Operating Office approves the closure of the project. The analysis of this feedback is conducted by the Customer Relationship Management branch and results in the update of the Customer Register and, if necessary or appropriate, of the Customer Engagement Plan.
For more questions please contact your respective Account Manager or CSU POC:
Col. Frank Feuerbach Mr Christopher Mason Mrs Erika Vranckx
Branch Chief SSAM, Chief Operating Office Principal Account Manager, OPEX, Chief Operating Office Head, External Customers Section, Chief Operating Office
NCI Agency, NATO HQ NCI Agency, NATO HQ NCI Agency, NATO HQ
Boulevard Leopold III Boulevard Leopold III Boulevard Leopold III
1110 Brussels, Belgium 1110 Brussels, Belgium 1110 Brussels, Belgium
Tel +32 2 360 4085 Tel +32 2 707 9106 Tel +32 2 707 8809
NCN NCN 255 9106 NCN 255 8809
CSU Points of Contact