SEWP = Customer Service

Always driven by the customer, SEWP is constantly developing new ideas and tools to improve service.

“There are always tools that can be improved and new ideas,” Joanne Woytek, SEWP PM told OTFL in a recent video interview.

“We always are trying to find out what the customer needs and what can make their life easier. We are always driven by that customer.”

Often Happy, Never Satisfied

“One of the things we are always doing is making things better,” explained Woytek. “I have a saying: ‘often happy, never satisfied’. I’m very happy with where we are, but we are always trying to make improvements.”

Woytek described improvements such as the recent addition of the Chat Tool to the SEWP website. “It gives customers an opportunity to Chat or IM with our Help Desk during working hours,” said Woytek.

SEWP has also added an email Help Ticketing system to track orders and make sure we respond in a timely and correct way said Woytek.

“We now have credit card ordering directly on the website,” said Woytek. “No more email orders for credit cards. We have a constantly evolving system and always looking for what our customers need and how to make it better.”

The Focus Is On You

“One reason for SEWP’s success with customers we allow the customer to align us to them,” Woytek explained. “Part of our big success is we do not set up the context and say ‘this is how you are going to have to do it and we know how you are going to align’”

Rather Woytek said SEWP is set up so “we can say ‘what is it you are doing?’” And how can we be flexible to fit what you are doing? For every customer there are all sorts of ways to do acquisition and opinions as how the FAR relates to them. We try to set the framework upon which the customer can align themselves and not actually force them into alignment with us.”

The CHRM: Holding Contract Holders Accountable

The relationship between the SEWP Program Office and the Contract Holders is something truly unique in the world of IT contracting.

“We have a very strong relationship with our contract holders and work hard to make sure problems are resolved,” said Woytek. “We have two staff members who title is Contract Holder Relationship Manager or CHRM.

The CHRM is there to help Contract Holders when they have issues. They also will help resolve issues when customers have concerns with a Contract Holder.

“We have a web site called Program Performance and it is a public website and it shows how Contract Holders are performing at the program level. No company likes not to be excellent,” said Woytek.

“This is a good way to for them to know they have to keep up to date and satisfy their customers. They are motivated by their own need to be good, but also by our ratings at the program level.” N

A BOWL For Your SEWP

When you give an order to a SEWP Contract Holder, the order first goes to the SEWP BOWL (Business and Operations Workstation Laboratory).

SEWP PM Joanne Woytek describes the SEWP BOWL as being proactive in facilitating interaction between government customers and Prime Contract Holders during the three major ordering processes: pre-order decision making; delivery order processing; and post order quality assurance. In this role it acts as the information conduit between Contract Holders and Agencies. SEWP BOWL services include:

Pre-Order Support

• Provide on-line facility for customers to search for and compare available manufacturers, products and prices across all SEWP contracts

• Provide an on-line Request for Quote (RFQ) capability

• Act as an intermediary between Contract Holders and customers to clarify quote requests in a timely fashion.

Order Processing

• Receive delivery orders and check for accurate information (Delivery Order number, CO signature, Federal Agency / Authorized Federal Contractor, etc)

• Enter order information into the SEWP database for usage and status

• Forward SEWP Delivery Orders to Contract Holders

• Reconcile all SEWP Delivery Orders received with Contract Holders to ensure all orders are properly handled and processed.

Post-Order Support

• Process order status reports from Contract Holders and provide access to status information to the Agency Customers.

• Perform quality assurance checks with Agency Customers on product delivery, product functionality and overall customer satisfaction.

• Work with Contract Holders and Agency Customers to resolve issues, such as late or incorrect delivery.

Managing Contracts

• Continually interact at program and contract level with the Contract Holders to ensure contract adherence and program improvements.

• Manage Technology Refreshments to ensure new products and price changes are processed in a correct and timely fashion and are in scope of the contract.

• Monitor and report on overall contract performance including adherence to reporting schedules, delivery times, and customer satisfaction

Information Flow

1. Develop and maintain contract information on the SEWP web site.

2. Maintain database of all SEWP products and prices.

3. Plan and staff customer meetings, conferences and other outreach activities.

4. Provide email and phone customer support.

SEWP, VA, DOD and NASA Agency Specific Information

SEWP contracts are currently used by all Federal Government Agencies. Agencies may have specific procurement procedures for using the contracts and SEWP can provide this guidance upon Agency request. If your Agency would like to provide specific instructions for utilizing SEWP, or any other procurement related information, please contact the SEWP Helpline at (301) 286-1478 or email help@sewp.nasa.gov.
 

Currently, Department of Defense and the Department of Veterans Affairs (VA) provide guidance/information to their users at these links.

• VA General Information

• DOD General Information

• NASA General Information

SEWP BOWL Contacts

• Help Line - 301-286-1478

• Fax (Orders Only) - 301-286-0317

• Program Manager/COTR - 301-286-1478

SEWP’s Customer Service Support Center!

In March, SEWP announced the creation of their new Customer Service Support Center! Now, when you send your inquiries to the Help Line (email address: help@sewp.nasa.gov), the information is used to create service tickets in our support center.

These service tickets help track our communications with customers and when an email is sent to the Help Line, an automatic e-mail reply automatically acknowledges receipt and provides a tracking number. Customers can access ticket history from the SEWP Customer Service Support portal at https://support.sewp.nasa.gov.

Inside the Support Portal, you have access to all of SEWP’s Frequently Asked Questions, service ticket support, document downloads and LIVE Chat!

For more information, you may contact SEWP by sending an email to help@sewp.nasa.gov or events@sewp.nasa.gov. Additionally, you can call the helpline at 301.286.1478.

SEWP Customer Support Center

Live Chat

Communicate with the SEWP Program Office LIVE via instant messaging.

Frequently Asked Questions

Browse or search our FAQs for a wide variety of solutions.

Submit a Ticket

Submit a service ticket to our Customer Service Representatives. You can track the status of your ticket in My SEWP Support.

Forms and Documents