Performance Summary

GSA has an ongoing focus on IT modernization, customer experience, data analytics, and change management to support major initiatives in FY 2019. With this focus, our agency will deliver better services and better solutions to customers across the Federal Government.

Agency Performance Goals

This section provides an overview of GSA’s performance against four strategic goals representing our major program areas. A complete analysis of GSA’s successes and challenges related to FY 2018 performance targets will be included in the FY 2018 Annual Performance Report.

1. Real Estate – Save taxpayer money through better management of Federal real estate.

Performance Indicator	FY 2016 Results	FY 2017 Results	FY 2018 Results	FY 2018 Target	Status
Leases negotiated at or below market rate*	49.0%	48.0%	44.0%	55.0%	Missed target
Leased revenue after administering the program	-1.16%	-0.59%	-0.40%	0 to 2%	Missed target
Capital projects on schedule/budget	98.0%	99.0%	90.0%	90.0%	Met target
Cleaning and maintenance costs within market range	80.3%	73.2%	73.6%	78.0%	Missed target

*Agency Priority Goal

GSA met its performance target for keeping capital projects (large-scale construction and repair/ alterations) on schedule and on budget. However, GSA underperformed in total lease revenue after costs, staying within market rates for leases, and cleaning/maintenance costs.

GSA underperformed in the share of leases negotiated at or below market rate. Forty-four percent of transactions in FY 2018 were negotiated at or below market, a decrease in performance compared to FY 2017. However, by focusing negotiation efforts on high-value leases, rather than simply the number of leases, GSA was able to avoid millions in costs for customer agencies during FY 2018. To further reduce overall real property costs to the Government and save taxpayer dollars in FY 2019, GSA will continue implementing its comprehensive Lease Cost Savings Plan to focus resources on replacing high-cost leases expiring over the next six years. The plan calls for negotiating more long-term leases to achieve more favorable lease rates.

GSA missed its target to cover its costs for its non-Government owned lease portfolio, with revenue covering 99.6 percent of our associated costs in FY 2018. Administrative costs associated with small dollar leases contribute to this deficit. To improve our operational efficiency for leasing, GSA will increase the use of the Automated Advanced Acquisition Program (AAAP) and GSA Leasing Support (GLS) Services for lease awards. AAAP provides the opportunity for private building owners and building owner representatives to offer building space to the Federal Government. GLS leverages private sector resources and expertise to supplement GSA’s leasing workforce.

GSA met its target in keeping 90 percent of its capital projects on schedule and on budget despite facing challenging market conditions, including uncertainty over potential price increases and labor shortages in the construction market.

Although showing improvement from the previous year, GSA did not meet its FY 2018 goal to keep cleaning and maintenance costs within market range. GSA is currently working with a contractor to refine market comparisons to inform management practices and portfolio management.

2. Acquisition – Establish GSA as the premier provider of efficient and effective acquisition solutions across the Federal Government.

Performance Indicator	FY 2016 Results	FY 2017 Results	FY 2018 Results	FY 2018 Target	Status
Acquisition program savings (billions of $)	$6.02B	$5.17B	$5.06B*	$5.22B	Expect to meet target*
Customer loyalty score (10-point scale)	7.5	7.4	7.5	7.4	Met target
Supplier satisfaction score (5-point scale)	3.70	3.61	3.69	3.80**	Missed target
Percent of GSA contract dollars awarded to small business through prime contracting	39.2%	42.6%	39.1%***	35.0%	Expect to meet target***

* 15 of 18 acquisition programs have reported full-year results. When the remaining three programs report full-year results, GSA expects to meet its FY 2018 target.
** FY 2018 target reflects methodology used in prior years, while the FY 2016, FY 2017 and FY 2018 results reflect scores based on the current methodology. Targets beginning in FY 2019 are set using the current baseline.
*** Pending validation by SBA. GSA expects to meet its FY 2018 target.

GSA provides substantial savings to the Government through focused acquisition programs. For each of the past three years, these programs have generated more than $5 billion in annual savings, with increased savings projected for FY 2018 and beyond. Based on current data, GSA is confident that the $5.22 billion target will be attained in FY 2018.

Customer loyalty scores have remained stable and we anticipate improvement over the next two years. One area of focus is to increase customer satisfaction by improving the ease of access to the products and services we offer. This strategy will emphasize enhancing and streamlining technology interfaces and systems that are touchpoints for customer interactions, while ensuring secure sources of supply for the products and services we provide. GSA is also committed to expanding market intelligence capabilities by utilizing data as a means to better understand, anticipate, and deliver customer requirements.

Although suppliers are sharing that GSA is communicating more effectively, supplier satisfaction scores only increased marginally in FY 2018 (from 3.61 to 3.69). Suppliers see GSA vehicles as an avenue to new markets, but are frustrated when they cannot easily navigate the procurement process. To address this issue, GSA is assessing opportunities to consolidate schedules, reducing burdens on industry. Consolidating schedules can remove the need for industry to manage multiple contracts, lessening administrative burdens for vendors that provide services and for customer agencies purchasing across multiple schedules.

GSA continues to excel in meeting the prime small business targets set by the Small Business Administration (SBA). GSA received an A, A+, and an A on SBA’s Small Business Scorecard for fiscal years 2015-2017, respectively. GSA is confident that it will meet or exceed its FY 2018 small business prime contracting goal of 35 percent (annual results are pending validation by SBA). GSA will continue to work with SBA to encourage increased vendor pools for small business and socioeconomic small business categories.

3. Technology – Improve the way Federal agencies buy, build, and use technology.

Performance Indicator	FY 2016 Results	FY 2017 Results	FY 2018 Results	FY 2018 Target	Status
Number of customer agency systems with FedRAMP authorizations (cumulative)	72	88	121	110	Met target
Volume of assisted technology acquisitions provided (billions of $)	$1.54B	$3.68B	$7.47B	$4.29B	Met target
Percent increase of governmentwide tiered data center closures (cumulative)	Baseline	3.55%	7.0% (as of Q3)	6.0%	Met target
Percent of privileged users required to use a PIV card or AAL3 multifactor authentication method to access their agency’s network	n/a	81%	96%	83%	Met target

GSA is on track to achieve the objectives associated with providing tools and services that agencies need to improve their IT portfolios. GSA met all of its FY 2018 performance targets for this goal.

GSA continues to build a robust marketplace of cloud solutions that meet Federal security requirements, increasing the number of cloud authorizations through the Federal Risk and Authorization Management Program (FedRAMP). All CFO Act agencies and over 140 total agencies are participating in the FedRAMP program, enabling them to safely replace legacy IT systems with innovative cloud services to meet critical mission needs. Cloud computing can provide the Government with greater IT capabilities and reliability at lower cost to taxpayers.

GSA is also driving efficient and innovative Government procurement of technology services, evidenced by growth in assisted technology acquisition business volume, which more than doubled from FY 2016 to FY 2017. During FY 2018, GSA exceeded its annual performance target for assisted technology acquisitions.

GSA achieved its key governmentwide milestones for data center optimization and data access management in FY 2018. By the third quarter of FY 2018, GSA achieved its target for data center closures. GSA has provided the public with simpler and more secure access to participating websites (e.g. USAJobs.gov) via a single login credential through the login.gov program. Currently 96 percent of privileged users across government are required to use Personal Identity Verification (PIV) card or Authenticator Assurance Level 3 (AAL3) multifactor authentication method to access their agency’s network, well above the FY 2018 target.

4. Shared Services – Design and deliver expanded shared services within GSA and across the Federal Government to improve performance and save taxpayer money.

Performance Indicator	FY 2016 Results	FY 2017 Results	FY 2018 Results	FY 2018 Target	Status
Number of agency-owned (non-GSA) vehicles studied by GSA*	n/a	n/a	76,238	25,000	Met target
Number of agencies using GSA’s M3 tools to assess readiness for shared services	n/a	4	31	20	Met target
Effectiveness of administrative (CXO) functions, as measured by customer satisfaction on a scale of 1 to 7	4.96	5.07	5.16	5.15	Met target
Percent of IT portfolio utilizing cloud technologies	42.0%	42.0%	49.0%	44.0%	Met target

* Agency Priority Goal

Common administrative service areas – such as acquisition, IT, human resources, and financial management – are performed across all Federal agencies. Yet agencies have spent billions of dollars to build their own administrative capabilities. Seeing this inefficiency as an opportunity for growth, the Administration has made it a priority to improve the Government’s shared services ecosystem. With GSA’s expertise in mission-support services and acquisition, it is well positioned to lead implementation of these Governmentwide efforts to save costs and time. In FY 2018, GSA met all of its performance targets as shown above.

As an initial step to strengthen the shared services infrastructure, GSA is working to establish a Service Management Office (SMO) to plan and deliver shared common solutions across the Government. The SMO will support the PMA by assessing opportunities to build and deploy common mission-support solutions in human resources, financial management, procurement, grants management, operations support, and IT. GSA’s Shared Solutions and Performance Improvement (SSPI) office is actively working with agencies to assess their readiness for shared solutions.

One mission-support area targeted for expansion is motor vehicle fleet management. Currently, GSA’s Fleet Program leases more than 215,000 vehicles to Federal agencies, which represents approximately half of the Federal fleet, excluding the Postal Service. Further consolidation of agency-owned vehicles into GSA’s leasing program can reduce costs, increase quality, and trim management burdens for partner agencies. In FY 2018, GSA began conducting independent third-party studies to determine if it is more cost-effective for vehicles owned by other agencies to be consolidated into the GSA Fleet. GSA expects to complete 15 agency fleet studies by the end of FY 2020. The number of non-GSA government-owned vehicles under study in FY 2018 (over 76,000) exceeded our target for the year.

GSA is on track to achieve internal operating goals in each of the major administrative service areas: acquisition, IT, human resources, and financial management. Internal customer ratings of these functions have steadily risen from FY 2015 through FY 2018 to the top quartile among CFO Act agencies. GSA achieved these results by focusing on high-value initiatives such as workforce strategic planning, cloud technology adoption, increasing competition for contracting solicitations, and resource management optimization.