NOAA Information Resources Management Strategic Plan 2021-2025

The IT organizations across NOAA deliver reliable, high-quality services and products around the globe, 24 hours a day, 7 days a week, 365 days a year to support NOAA missions. Customers seeking NOAA’s technology services and NOAA data include the NOAA workforce, as well as mission partners including private industry, other US Government organizations, academia and research institutes. Ultimately, our customer is the American People.

There are opportunities to: increase trust in NOAA by improving the experience citizens and businesses have with our services across all delivery channels; transform the customer experience (CX) by improving the usability and reliability of our most critical digital services; and, create measurable improvements in customer satisfaction by using the principles and practices proven by leading private-sector organizations. 

Fulfilling this Strategic Goal requires clearly identifying our customers and building robust relationships with them so that together we can advance NOAA’s missions. These are ongoing conversations, requiring NOAA’s IT service catalog and service delivery methods to evolve over time. We seek to put the customer’s needs and the CX at the center of our IT product and service design. Success in this Goal will streamline the user experience, supporting informed IT choices based on mission requirements, getting customers what they need and unburdening them of the need for technical expertise.

As we measure excellence in meeting this strategic Goal, we will set benchmarks to evaluate our current performance. We will learn from best practices in industry and Government IT service management, including the CX Cross-Agency Priority (CAP) Goal in the President’s Management Agenda, and set targets for performance improvements. And we will consistently engage with our customers to learn about their experiences, their service needs, and their satisfaction with NOAA’s IT products and services.

Objectives

4.1  Develop strategic relationships with customers and partners

4.2  Deliver quality products and services sought by customers

4.3  Continuously improve the delivery of technology, data, and information services

Key Results

• Increase the cumulative number of NOAA datasets made openly available to the public via Weather Enterprise and other environmental information partnership cloud platforms to 200 by FY22

• Fully deploy N-Wave as the OneNOAA Network by FY22