NB_130_19_2 - NB 130-19-2 AGN - Participants for the Farm Production and Conservation (FPAC) Customer Experience Enhancement Committee
NB 130-19-2 AGN - Participants for the Farm Production and Conservation (FPAC) Customer Experience Enhancement Committee
National Bulletin: 130-19-2  Date: August 14, 2019
Subject: AGN - Participants for the Farm Production and Conservation (FPAC) Customer Experience Enhancement Committee

Action Requested By:  August 20, 2019.   
Purpose.   This bulletin provides information regarding the purpose and structure of the Customer Experience Enhancement Committee (CXE Committee) for Farm Production and Conservation (FPAC) employees.  The notice also describes the process for NRCS employees to apply to become a member of the CXE Committee.   
Expiration Date.   September 30, 2019.    

Background.   FPAC is committed to modernizing customer service, enhancing customer service delivery and producer experiences, and creating more efficiencies, including those that our employees identify.

FPAC is establishing the CXE Committee to provide a means to have a more a continuous flow of information, and a platform to share information and ideas that enhance both internal and external customer experiences throughout all FPAC organizations.


Explanation.   The CXE Committee will include field office employees from all FPAC regions and will represent the Farm Service Agency (FSA), Natural Resources Conservation Service (NRCS), Risk Management Agency (RMA), and FPAC Business Center (BC) within each region.

In total, the CXE Committee will consist of between 35 and 40 members from the field, and support and participation from FPAC’s Customer Experience Division. The breakdown of representatives of each agency will be prorated based upon current employee numbers. In addition to representation of each agency, the committee intends to provide representation from a variety of field office positions.

Function and Responsibilities of CXE Committee
The purpose of creating the CXE Committee is to provide a regular occurring mechanism for FPAC employees to discuss and understand their customers’ experiences, to identify informational or other needs to better support customers, and to pilot ideas that are believed may enhance our customers’ journeys through various internal and external FSA, NRCS, RMA, BC, and FPAC-wide processes and programs. The CXE Committee will help ensure that these ideas and needs from producers and the field staff directly serving them are shared.

The CXE Committee will provide insights and recommendations on how to better serve producers and will, for example, provide periodic review of customer experience-related proposals and participate in ongoing customer experience enhancement efforts, providing piloting and testing of proposed solutions.

The CXE Committee will meet bimonthly and the FPAC Customer Experience Division staff will facilitate these meetings. The time commitment for this committee is expected to be less than 5 percent of an employee’s schedule. Bimonthly meetings should last between 1 and 2 hours. There is potential for participation in subcommittees or special projects that may add additional commitments each month.

Committee members will serve in their capacity for 1 year. The CXE Committee will be reevaluated after 1 year to make any proposed changes to its focus, functions, and membership duration.

A face-to-face kick-off meeting is tentatively planned to take place September 18 and 19, 2019, in Washington, D.C. Agencies have committed to funding the travel for their participants.

Application Process and Deadline to Apply
NRCS employees interested in serving on the CXE Committee must submit the attached application. Applications must be submitted to kimberly.iczkowski@usda.gov  no later than COB August 20, 2019.

Self-nomination is encouraged, as is program leadership nomination of employees. Program leaders are requested to assist in the nomination and recruitment of the CXE Committee members. We seek employees who are problem solvers, have exhibited exemplary service, pioneered innovative customer service and engagement efforts at the field level, and have strong knowledge of programs and producers’ needs. The employee’s immediate supervisor and, when applicable, State-level leadership must approve the application before final submission.

All applications will be reviewed by a cross-agency team that will make final selection recommendations.


Contact. Contact. Questions about this notice should be directed to—

• Sarah Campbell, Acting Director, FPAC Customer Experience Division, at (202) 690-0065, or sarah.campbell@usda.gov ; or

• Kim Iczkowski, Customer Experience Specialist Detail, at (608) 662-4422 x 133, or Kimberly.iczkowski@usda.gov



Acting Deputy Chief for Management and Strategy
 Attachment - CXE Committee Application 
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