OVERSIGHT OVERHAUL
The Defense Contract Management Agency remakes itself to catch up with customers and changes in what the military is buying.
IMAGE ILLUSTRATION 1Shortly after taking command of the Defense Contract Management Agency in late 2003, Air Force Maj. Gen. Darryl Scott met with senior staffers to learn the results of the agency's customer service surveys. They slid seven pages of handwritten notes on a legal pad across a conference table to their new boss and asked him if he recognized them. Scott shrugged his shoulders. He had no idea.
As it turned out, he was looking at the notes from a DCMA customer service interview with him in 2001 when he was Air Force deputy assistant secretary for contracting. Scott had delivered a tough assessment of DCMA, outlining numerous flaws and concluding that working with the agency was frustrating. "We were too internally focused. We cared more about our own process than we did in results and service," Scott says now.
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