GSA Officials: Improving Customer Experience Could Result in Better Government Services

Officials from the General Services Administration said a customer experience executive order will help create a greater impact on federal agencies’ services.

Dave Zvenyach, director of the Technology Transformation Services branch at GSA, said the executive order put a focus on shared services across the government. According to Zvenyach, the EO is calling for government agencies to learn from what the GSA has done around shared services.

The TTS director also noted that the organization will continue to build on successful programs, FedScoop reported Thursday.

Another aspect that Zvenyach touched on is the importance of thinking about the customer or the user whenever they would come up with a service. According to the official, agency officials often think about how a certain offering would benefit the organization rather than how it would affect the customer.

Zvenyach said the executive order puts clients at the core of tech and service development.

The GSA is also taking a customer-centric approach to determine how the Technology Modernization Fund could provide the greatest benefit to the public. According to TMF Executive Director Raylene Yung, GSA is looking across the government to determine the common things that they want to modernize, and officials use the information to determine which program would have the greatest impact.

The GSA’s customer experience EO directs government agencies to improve and execute customer services. Zvenyach said the order gives the government an opportunity to build public trust.