Improving the Defense Finance and Accounting Service's Interactions With Its Customers

摘要

This work grew out of earlier research that RAND conducted for Defense Finance and Accounting Service (DFAS) leadership. That earlier work, discussed in Keating and Gates (1999), focused on DFAS's internal cost structure and the implications that cost structure held for DFAS pricing policies. Because that research focused internally, the logical next step was to focus externally, on the interactions DFAS has with its customers. The scope of the research was deliberately broad; DFAS had received customer complaints, but wanted RAND to take a comprehensive look at all of its customer interactions without preconceived ideas about where the problems lay.