Service 2: Customer Relationship Management

Other Information:

Initiative: Agency Customer Profiles: Single View of the Customer. Challenges: * Integrating customer data from large, complex organizations across our agency that have a diverse set of customers; and * Having scarce resources. Performance Measures: * Increased customer satisfaction on PBS and FAS client satisfaction surveys * Identify measureable improvement in GSA’s executives awareness of client agency issues anywhere in the enterprise Milestones/Featured Actions: * FY13Q1 – Developing expertise-wide customer communities to enable rapid information sharing and expertise location * FY13Q2 - Creating a single, cloud-based collaboration platform where GSA associates can share customer data * FY13Q3 - Developing a single CRM view of GSA’s customers

Stakeholder(s):

• GSA Leadership: Customers: GSA leadership, federal agencies, state and local governments, private businesses, the public, employees. Customer Demographics/Segmentation: Due to its broad mission and diverse expertise, the General Services Administration has a large and diverse group of customers and stakeholders across the federal government, state and local governments, private sector businesses of all sizes, and the public.


• Federal Agencies


• State Governments


• Local Governments


• Private Businesses


• The Public


• GSA Employees


• Casey Burns: POC: Casey Burns U.S. General Services Administration casey.burns@gsa.gov

Objective(s):

S 2.1: Customer Agency Issues

Content