Ensuring Strong Service for Agency Customers
GSA interacts with millions of customers, including agency acquisition professionals, building tenants, consumers of GSA consulting and technology solutions and the American public at large. By putting customers at the core of our business, GSA can ensure that business lines work together toward common, customercentric outcomes. Ongoing dialogue with GSA’s customers will generate better performance and savings by designing products aligned with customer expectations.
- GSA designs and evolves products and processes relying on a datadriven understanding of customer perspectives.
- Customercentric thinking becomes a part of “business as usual” and is firmly engrained in GSA operations across business lines.
- GSA leads by example and works with other Federal government entities to instill a “customer first” mindset across the entire Federal government.
Progress to Date
GSA focuses on strong customer service across business lines. The agency’s Public Buildings Service (PBS) continues the rollout of the Service Delivery Excellence (SDE) initiative with a dedicated nationallevel point person for each partner agency and a focus on consistency in meeting project delivery expectations. PBS established a goal of 90% project delivery on budget, on time and on green, and a system of tracking progress against the goal nationwide. GSA redesigned the Tenant Satisfaction Survey and building managers leveraged results to inform action plans aimed at improving service. GSA’s Federal Acquisition Service (FAS) incorporated customer satisfaction in its Strategic Blueprint to ensure consistent focus and regular reporting on progress. GSA established a purposebuilt Office of Customer Experience to coordinate work on customerfocus across the agency. The office led hundreds of customer interviews to provide data points for category management plans created by the Federal Acquisition Service (FAS), account management strategies, and views on products delivered via the Office of Citizen Services and Information technology (OCSIT). GSA helped launch the Feedback USA initiative – an interactive realtime tool to gather feedback from users of government services in collaboration with the Department of State (DoS) and Social Security Administration (SSA).