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Netting Smiles

By McGlinchey, David
Publication: Government Executive
Date: Friday, October 15 2004
HEADNOTE

Navy Marine Corps Intranet officials and their contractor contend customers are satisfieddespite evidence to the contrary.

BY DAVID McGLINCHEY

The Navy Marine Corps Intranet project continues to spawn

user dissatisfaction even as a recent survey purported to show that nearly 80 percent of the network's customers are satisfied. The poll itself raised ire because it was conducted by the contractor responsible for developing the network and NMCI officials refused to release the survey questions.

IMAGE ILLUSTRATION 1

Texas-based Defense contractor EDS is developing the system to connect all Navy and Marine Corps uniformed and civilian personnel. NMCI, the largest intranet in the world, could eventually cost the Navy more than $8 billion. EDS is responsible for developing the program and simultaneously measuring customer satisfaction. The results of the customer satisfaction survey are tied to financial incentives for the contractor.

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