Solutions from
the Front-line
In response to the results of the mystery shopper survey, ED Pubs mobilized a group of its front-line employees, referred to as the ED Pubs Development Team, to design a new structure and processes that would improve its publication production and distribution system. In May 1998, ED Pubs launched a state-of-the-art, one-stop shop for procuring education information products. The Center is responsible for disseminating the Education Department's free information products, including publications, videos, CD-ROMs, posters, bookmarks, and other products. Now, teachers, parents, students, librarians, administrators, policy makers, researchers, and others can order materials like "Growing Up Drug Free," and the Federal Student Financial Aid Application a number of ways. They can call 1-877-4ED-PUBS, visit Ed Pub's Internet site, or fax an on-demand request by calling (301) 470-1244.
How Does the New System Work?
The new central facility operates through an innovative performance-based contract with Aspen Systems Corporation. Under this contract, Aspen is held to several performance indicators, that include sending every order within two to three days and answering each phone call within 45 seconds. In fact, Aspen substantially exceeds that standard. Their average speed of answering a call was 12 seconds in September 1998, and by July 1999, it crept down to 2.9 seconds. In addition, the contractor is encouraged to bring cost-saving ideas to the attention of the government.
ED Pubs customer service
representatives, serving both English-speaking and Spanish-speaking customers,
are available from 9:00 a.m. to 6:00 p.m. (EST), Monday through Friday,
and a 24-hour fax on-demand feature is available for shorter publications.
Alternate publication formats, such as Braille and large-print, are available,
as are a number of publications in Spanish. The on-line ordering system
allows customers to order products. It also allows them to search and
locate publications that meet their individual needs and link to full-text
electronic copies of most of ED's publications. To date, ED Pubs has distributed
more than 82 million copies of ED publications using the new one-stop
center system.
Happy Customers Keep Coming Back
Pennsylvania educator Karen Roudybush said, "As a teacher (of the deaf and hard of hearing) and work-shop coordinator for family involvement, I would like to give you all a giant THANK YOU. I have found your publications to be exciting and family-friendly. I am proud that my taxes are used to support this project."
Luis E. Suris, a licensed psychiatrist from San Juan, Puerto Rico wrote, "I received all material solicited. Amazed with your excellent performance. Your service is just out of this world. Excellent. If you try to do anything to make it better, you might spoil it. Only wish many agencies would follow your steps."
