Making an Impact

Centralizing Survey Management:
We set GSA survey standards and best practices to ensure that GSA complies with all Federal regulations, including the Paperwork Reduction Act (PRA) and Section 508 of the Rehabilitation Act. We administer the FAS Customer Loyalty Survey (CLS) and Supplier Relationship Management Survey (SRMS), GSA Internal Partner Satisfaction Survey (IPSS), and PBS Tenant Satisfaction Survey (TSS) and share findings across business lines to improve customer experiences.

Embedding human-centered design in GSA programs:
We conducted 22 workshops with over 325 GSA employees on the problem-solving framework that helps make systems and products more responsive to GSA customers. We promote qualitative research to deepen an understanding of customers’ needs, insights, and emotions.

Mapping GSA service delivery:
We plotted the customer’s emotional experience during the procurement process for 17 GSA business lines.
We used insights to identify key customer touch points and opportunities to address gaps in service provision.

Last Reviewed: 2018-08-20