Performance and Evaluation Branch – Cindy Woods (A)

The Performance and Evaluation Branch provides the foundation for all NWS service improvement activities by measuring, analyzing and reporting operational performance and assessing customer satisfaction with service delivery. The Branch provides the leadership and establishes policy for the verification service assessment, customer satisfaction and forensic services programs. The Branch also develops the requirements for a robust verification system and oversees the system’s development and maintenance. The verification program measures the accuracy and timeliness of all NWS services including warnings and forecasts for the public, aviation, marine, fire weather, and emergency management communities. This provides a baseline for the establishment of performance measures as mandated in the Government Performance and Results Act (GPRA). The NWS evaluation program uses teams established at each NWS service delivery point to assess needed improvements. The Branch uses assessment findings to recommend national changes to improve service programs. Following extreme events, the Branch organizes and deploys teams to assess the level of service performance and make recommendations for increased effectiveness. The Branch creates customer satisfaction indices and assists service program managers in translating results into service improvements. It establishes policy for archiving NWS data and products that are used by the public, weather sensitive economic sectors, and academia for both research and legal purposes. Information contained in the NWS natural hazards database is the only official repository for natural hazard statistics and is used by agencies such as FEMA, the EPA, USGS, and organizations such as the Institute for Business and Home Safety to suggest mitigation strategies. The Branch provides policy on how the NWS should respond to litigation requests and counsels employees before testimony and depositions. Forensic support is provided to the Justice Department and the DOC General Counsel to prepare for weather related legal cases and claims against the government.