11 GSA employees received 2019 Service to Citizen Awards for mixing emerging technologies with customer service principles to better serve GSA customers and citizens.
GSA employees received recognition as part of the The Cross Agency Priority (CAP) Goal Customer Experience (CX) Interagency Team, including: Lauren Ancona, User Feedback Analytics, FAS; Phil Ashlock, Director of Data & Analytics Portfolio Technology Transformation Service; Boris Arratia, Senior Advisor, Office of Shared Solutions and Performance Improvement, Office of Government-wide Policy; Amira Boland, Deputy Director, Office of Evaluation Sciences and Detailee, Office of Government-wide Policy; Maria Dayton, Presidential Innovation Fellow; Matt Ford, Deputy Chief Customer Officer, Office of Customer Experience; and Anahita Reilly, Chief Customer Officer, Office of Customer Experience.

GSA Employees Lauded for Modernizing Government Services

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A focus on improving customer service is core to our operations. Just ask the 11 GSA employees who received 2019 Service to Citizen Awards.

“Customer needs are factored into every business decision that we make at GSA,” said Anahita Reilly, GSA's Chief Customer Service Officer. “I'm proud of my colleagues for exemplifying a customer-first approach that helps GSA deliver value and savings in real estate, acquisition, technology, and other mission-support services across Government.”

The awards highlight GSA’s use of emerging technologies as well as its push to modernize information technology infrastructure to enable high impact federal programs to deliver their services. GSA is using new technologies and its customer-centric approach to delivery high quality services to customer agencies and citizens.

Two GSA programs were honored for working across government to solve challenges and improve operations. The Cross Agency Priority (CAP) Goal Customer Experience (CX) Interagency Team, which included seven employees from GSA, works to improve the end-to-end experience of GSA customers by aligning operations to customer needs.

The Automated Contact Center Solutions Special Item Number 132-20 Team project improves customer service and reduces response time through the implementation of an artificial intelligence-based call system. The system uses robotic process automation to provide federal agencies with a group of service and technology providers upon need.

Northeast and Caribbean Region Deputy Regional Commissioner Tony Frater received recognition for a Robotic Process Automation Pilot.

The goal of the Service to the Citizen award is to recognize those public servants who demonstrate excellence in their delivery of services that impact the public’s lives. The winners were recognized during a ceremony on May 2 in Washington, D.C.

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