GSA Releases Human-Centered Design Evaluation and Buying Guide

April 24, 2020

WASHINGTON — The U.S. General Services Administration today issued an Evaluation and Buying Guide [PDF - 823 KB] to help federal agencies seeking Human-Centered Design (HCD) services to improve Customer Experience (CX). Today’s release of the HCD buying guide supports the President’s Management Agenda’s Cross-Agency Priority Goal on Customer Experience.

“Agencies are making significant progress in building customer-centric services," said GSA’s Acting Chief Customer Officer Matt Ford. "GSA developed this guide based on the needs agencies have expressed in structuring contracts and identifying the best industry partners to help accelerate their service transformations."

The buying guide provides agencies an overview of CX, principles for evaluating CX industry partners, questions for framing CX efforts and acquiring HCD services, a summary of the HCD RFI released last fall, and additional resources for support.

About GSA

The mission of GSA is to deliver value and savings in real estate, acquisition, technology, and other mission-support services across government. One of its four strategic goals is to design and deliver expanded shared services within GSA and across the federal government to improve performance and save taxpayer money. To learn more about GSA, visit gsa.gov or join the conversation on social media at @USGSA and @GSAEmily.

Last Reviewed: 2020-04-24