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Visitor Center Program Headquarters' Perspective Banner

Headquarters' Perspective

    On 20 May 2001 the Visitor Center Initiative Team (VCI) was tasked to identify issues confronting Corps visitor centers and develop recommendations to improve the program. The process included conducting surveys, onsite visits, attending conferences, and various other data gathering activities. The visitor center program review was completed in October 2002 identifying 24 critical issues that are negatively impact the visitor center program. Corrective recommendations were forwarded to HQ for consideration. These issues are summarized into 5 general categories: regulations/policies, funding, customer services, interpretive messages and administration.

    In July 2003, the Director for Civil Works approved a Decision Memorandum providing for the first stage of improvements to visitor centers to begin. This includes continuation of the development of a "state-of-the-art" audio video design concept that could be used at all visitor centers as an educational and entertaining interactive exhibit. This effort, called the "Corps Story display", will communicate the Corps role in supporting the Army and improving the lives of American citizens. In addition, it was agreed that a PDT be established to implement priority VCI recommendations as funding permits. This includes defining the Corps visitor center of the future and appropriate level of customer service. This will involve updating visitor center standards and establishing benchmarks for future decision-making. Customer surveys will be conducted to evaluate visitor satisfaction and appropriate levels of customer service. Standards and survey information will be used to identify centers that provide the greatest value added as far as new investment is concerned and will also identify visitor centers that provide the smallest value added.

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