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IMPORTANT INFORMATION

The National Maritime Center (NMC) is committed to delivering quality products and services by meeting established requirements. An  International Organization for Standardization (ISO) 9001 based system is used to manage quality within the NMC and ensure fulfillment of domestic and international obligations for marine safety and security.

 

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NMC Performance & Analysis

  • ISO 9001
  • Customer Satisfaction
  • Performance Report
  • Awaiting Information
  • Website Statistics
  • Customer Service Center

ISO 9001:2008 is a quality management system designed to help organizations meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to the product and services delivered. The standards are published by the International Organization for Standardization (ISO).

The U. S. Coast Guard’s Mission Management System (MMS) is an ISO 9001:2008 based quality management system that was created to ensure fulfillment of domestic and international obligations for marine safety and security.  At the outset of the mariner credentialing program centralization effort, the National Maritime Center (NMC) adopted and incorporated the MMS into its operation and has maintained compliance with the requirements listed in the ISO standard.

What does this mean for NMC customers?

Based on the ISO 9001:2008 standard, NMC continuously monitors and improves its operations, in an effort to maintain full ISO 9001:2008 compliance.  This leads to a more consistent product (e.g., Merchant Mariner Credentials), more efficient processes, and ultimately enhanced customer satisfaction.

The National Maritime Center employs William Edward Deming's cycle of "Plan-Do-Check-Act" as its methodology for all of its processes.

PLAN - Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization's policies.

DO - Implement those processes.

CHECK - Monitor and measure processes and product against policies, objectives, and requirements for the product and report results.

ACT - Take actions to continually improve process performance.

Customer Satisfaction Information

We measure customer satisfaction by inviting those who have received their credentials to provide feedback regarding the process of obtaining the credential.  Responses are anonymous unless the responders choose to e-mail our Customer Service Center (IASKNMC@uscg.mil) with more details about their experiences with the NMC.

Customer satisfaction is rated on a scale of 1 (Strongly Disagree) to 5 (Strongly Agree).  The responses are averaged over the month of receipt and the results are reported.

Due to technical issues, our monthly feedback for January did not contain a large enough sample to depict a satisfaction percent for this month. Responses received will be rolled into February and posted in early March.

Performance Report Information

Credentialing Performance Reports provide information on the inventory of applications at the NMC, our throughput, and our processing time.

Reasons for Awaiting Information

When a Credential application or required documentation is incomplete, an Awaiting Information letter is issued. The application process cannot continue until all necessary information has been received for proper review. This may cause serious delays in the issuance of a mariner's credential.

The most prevalent reasons for Awaiting Information delays are incomplete documentation of medical problems and professional qualifications.

Website Statistics

NMC uses Google Tracker to gather data regarding our website. Our site is visited by more than 850,000 customers from more than 208 countries annually. Here you will find data on the pages visited, the countries where the search originated, the technology used, and many other facts and figures regarding our website. Click on the links below for details regarding visitors regarding visitors to our site.

Customer Service Center Statistics

Our Customer Service Center (CSC)…

  • On average, answers over 1000 phone calls from our customers daily, with an abandoned call rate of less than 5%.
  • On average, responds to over 250 e-mails per day, ensuring all are answered within 1 business day.
  • Resolves 92% of all issues within the CSC, allowing maximum resources to be put towards producing credentials
  • Mails out an average of 50 Merchant Mariner Credentialing Application Packages daily

 

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