SERVICE 3: SMALL BUSINESS “DATA LOCKER”

Establish a “data locker” that allows federal agency CRMs to “talk to each other.”

Other Information:

Overview: Distinct, separate Customer Relationship Management systems (CRMs) at each different federal agency lead to frustration on the part of small businesses seeking to utilize services and programs across the federal government. Agency CRMs do not talk to one another – resulting in business owners spending valuable time repeating information to government officials. Establishing a “data locker” that allows federal agency CRMs to “talk to each other” will minimize lost time for small businesses and the government alike – ensuring the focus is on answering a business owners question or connecting them with the service they need rather than filling out another form similar to the one they just completed for a different agency. Key Customer Groups: Small businesses interested in beginning to export or expand their exporting operation – a key audience segment that this initiative will target in phase. Challenges: Current CRMs utilized by federal agencies are developed and maintained by distinct industry leaders in the area of information technology – posing significant challenges to an integrated environment where the CRMs can “communicate” and share information. Featured Action: Before the end of calendar year 2011 SBA will host a workshop featuring senior leaders from across the government to establish requirements and a work plan for completing the data locker. Additional Information: * Multiple agencies play critical role in preparing small businesses to export their goods or services, including, but not limited to: SBA, Department of Commerce, Exim Bank, Department of Agriculture, and the Department of State. * In 2009, President Obama called for a doubling of exports over the next 5 years. Central to reaching that goal is supporting small business exports. * Currently, small firms must “re-introduce” themselves to each agency that offers export assistance when they initially contact an agency producing tens of thousands of duplicate records annually and wasting valuable time of both the business owner and the federal employee. The private sector has streamlined the customer service experience for small business owners. For example, if a small business owner purchases electronic equipment from a retailer on one side of town, the purchase history, warranty information and other relevant details can quickly be accessed by the same retailer in a different location on the other side of town. Increasingly retailers, like Amazon, “push” information to their customers based on previous interactions. The federal government can, and should, be able to replicate that type of customer service experience for small business owners. Doing so requires cooperation among agencies, allowing distinct agencies to talk to each other and share information. The technical challenges to doing so are not complicated. The policy, organizational and legal questions pose the greatest risk to the success of this effort. In his 2010 State of the Union Address the President articulated his plan to double exports by 2014. The National Export Initiative instructed federal agencies to work together to reach this goal. Building upon the collegial working relationship of the trade agencies lead by the Trade Promotion Coordinating Committee, SBA is currently planning a multi-day workshop to address existing challenges and agree to an achievable workplan. Initial feedback from TPCC member agencies is positive, and SBA hopes to have the workplan in place next year.

Stakeholder(s):

• Federal Agency CRMs


• Small Businesses: Small businesses interested in beginning to export or expand their exporting operation – a key audience segment that this initiative will target in phase.


• Government Leaders: Senior leaders from across the government.


• Department of Commerce


• Exim Bank


• Department of Agriculture


• Department of State


• Small Firms


• Trade Promotion Coordinating Committee

Objective(s):

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