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GSA Launches Cross-Agency Pilot ‘Feedback USA’ to Improve Government Customer Experience

WASHINGTON, DC -- Today, The U.S. General Services Administration (GSA), in partnership with the U.S. Department of State and U.S. Social Security Administration (SSA), is launching the Feedback USA customer experience pilot.  Feedback USA seeks to improve customer experience where citizens use government services the most.

Citizens applying at Department of State passport agencies and centers and SSA card centers will now have their opinions heard as they provide quick feedback through a single tap of a kiosk button, along with being able to provide additional feedback through the agency’s website.  Agency partners will see this anonymous feedback in real time, so they can act quickly to resolve any issues and improve their service.

The initiative for Feedback USA is taken directly from a White House Executive Order to improve customer service.  The Customer Service Cross Agency Priority Goal, established in 2014, is led by the Office of Management and Budget and SSA.  The pilot is scheduled to last for one year with quarterly evaluations to improve usefulness.

From Denise Turner Roth, Acting Administrator for the U.S. General Services Administration:

“GSA is proactively partnering in this cross-agency effort to improve the information available to make data-driven, strategic decisions around customer experience through Feedback USA.  Through GSA’s Office of Citizen Services and Innovative Technology, an office focused on enhancing data, information and services to the American people, we will be supporting project management, data analytic support, procuring kiosks and software to analyze and transmit the anonymous feedback around Feedback USA.  Ultimately, through Feedback USA, we look forward to providing better value to the public.”

From Brenda S. Sprague, Deputy Assistant Secretary of State for Passport Services, U.S. Department of State, Bureau of Consular Affairs:

“We’re excited to partner with GSA and other federal agencies in this effort to improve government services.  Customers who come to one of our 27 public passport agencies and centers often have urgent international travel and rely on us for quick, reliable, and convenient service.  Our first goal is to enhance national security by issuing secure travel documents to eligible U.S. citizens and nationals.  We’re also actively listening to feedback from our customers about improving the application process.”

From Carolyn W. Colvin, Acting Commissioner of Social Security Administration:

“Social Security will celebrate its 80th Anniversary in August, and providing outstanding customer service to the public has been a cornerstone of our agency’s mission since the beginning.  We also focus on improving government customer service, so our participation in the Feedback USA partnership pilot is something we’re very excited about, as we’ll have much to contribute.”

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Last Reviewed 2015-08-04