Reliable service quality drives higher customer satisfaction

Consistent product and service quality are expected by customers. Federal government agencies in particular want to work with suppliers that can demonstrate they are among the best at consistent, high-quality service delivery. One way to prove we are among the best in the world at doing this is to achieve accreditation from highly reputable standards bodies that measure and evaluate an organization’s capabilities and processes for service delivery.

The services organization within our Global Business – Public Sector Solutions segment, called AT&T Government Solutions, Inc. (GSI), uses a quality management system (QMS). QMS provides a framework for us to manage, monitor, and continually improve service delivery. This can drive higher customer satisfaction.

We decided to put our QMS to the test. We asked the CMMI Institute, a global leader in the advancement of best practices in people, process, and technology, to evaluate it.

How did we do?

Our QMS achieved a maturity level 2 rating in the Capability Maturity Model Integration (CMMI) for Services. According to the CMMI Institute’s published appraisal results, we are the only U.S.-based telecommunications services provider to achieve a maturity level rating in the CMMI for Services.

CMMI is a process model with a clear definition of what an organization should do to promote behaviors that lead to improved performance. It’s one of the top gauges of performance excellence across industries. The level 2 rating means that projects within the organization use managed processes for the delivery of services.

The CMMI team identified several global strengths in our QMS evaluation. They said it “models excellence in providing a simplistic, real-time, decision-support framework for management.” They also called our QMS “a benchmark for planning, monitoring, and support of development and service delivery activities.”

This rating complements two others we previously achieved: a maturity level 3 rating in product development from CMMI and our ISO 9001:2008 certification. ISO 9001:2008 is another well-regarded industry standard for measuring quality and capabilities.

These achievements let our customers know they can count on us to provide predictable costs and quality that lead to improved performance. It’s proof from the leading authorities that our product development processes and service delivery and performance are among the best.

In short, we’re all about continual process improvement, quality, and customer satisfaction.

And we can prove it.

Christopher Smith Vice President Technology AT&T Global Solutions - Public Sector Solutions About Christopher