Category: IT Software

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Speeding up the Fast Track – Coming in First for Customer Service

In April, President Obama issued Executive Order 13571, “Streamlining Service Delivery and Improving Customer Service”, requiring agencies to create and publish customer service plans. In line with that directive, GSA recently published its own customer service plan.

As we implement our plan, I want to share some of the ways in which we at ITS are already improving customer service. As I see it, we are on an exciting ongoing journey that directly involves our customer agencies and industry partners. Making this journey as easy and fast as possible will require three things:

  • a passion for delivering results and value
  • a willingness to take on new perspectives, and
  • frequent, open, and honest communication.

Delivering Results and Value to Customers

ITS is the federal government’s largest and most experienced IT acquisition partner. Our unique relationship with other government agencies and industry partners gives us the opportunity to create value for both our customers and for taxpayers. We work closely with most federal agencies and the best vendors in government IT, so we can share, reuse, and leverage best practices.

We help agencies identify and aggregate their shared needs, providing value that isn’t available through in-house procurement. Our partnership with GSA’s Office of Assisted Acquisition Services (AAS) means that agencies can get support across the entire acquisition lifecycle to ensure that requirements are met on time, within budget, and with reduced risk.

We also reduce acquisition risk by setting up flexible, innovative contract vehicles, and working hand-in-glove with agencies and industry to define and meet requirements. This past year we solicited direct agency and industry involvement in our new cloud offerings, future telecommunications contracts, our new IT commodity program, and USAccess (HSPD-12). This collaboration has already shown positive results, including the release of the RFQ for our upcoming FSSI Wireless program.

Adopting a Different Perspective

Sometimes the best way to move forward is to see things from a different angle. By taking on our customers’ perspective, we at GSA are able to pave the way for industry to seamlessly deliver and implement IT solutions for government. Industry then has incentives to point out where GSA can improve and to share their commercial customer service best practices.

Customers also benefit from thinking big—when your agency identifies a need for a new method or procurement process, think about how other agencies could participate in a shared solution. Come talk to us. You may be surprised at what we can do, or what we already have in the works.

Increasing and Expanding Communication

To develop this broader perspective, we’re reaching out with new ways to engage customers and industry. Our efforts dovetail with President Obama’s direction to advance customer service through innovative technology.

Over the past six months, we’ve done this in a variety of ways, such as posting draft RFIs and RFQs on the BetterBuy wiki to solicit input on our FSSI Wireless and Network Services 2020 programs. We have employed two-way communications channels, such as our Twitter account, this blog, and community websites, enhancing industry’s and customers’ access to ITS and to each other. We are also overhauling our web presence to better explain our offerings and make it easier to find information. Together, these initiatives should make our initial conversations with customers more productive and meaningful.

As we create and update these tools and channels, please use them and tell us what you think. We are asking you to give us your honest assessment before, during, and after we work together. We always want to know what we could be doing better so that we remain the government’s trusted go-to resource for all of their IT and telecommunications needs.

Let me know how we’re doing by leaving a comment here or reaching me on Twitter.

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The Federal 100 Awards Recognize How Technology Transforms

New ways of using and managing technology—social media, collaborative tools, dashboards, everything-as-a-service—are transforming the way government agencies accomplish their missions. And behind every technological leap is a member of the federal workforce.

Each year, Federal Computer Week’s Federal 100 list highlights how innovative and creative government and industry workers have catalyzed government transformation, recognizing them for outstanding public service and going above and beyond their daily responsibilities.

I’m honored to have been named to this year’s list for my work on the BetterBuy project. In my new role as Assistant Commissioner of GSA’s Office of Integrated Technology Services (ITS), I will continue the dialogue the project started so ITS can deliver the transformative solutions agencies need.

However, I’d like to focus on the achievements of two people within my new organization. I work with enterprising individuals dedicated to innovation, and I’d like to highlight the achievements of Michael Anastasio, Jr. and Daisy Bhagowalia.

Delivering Innovation: Cloud Computing

Cloud computing technology is poised to transform the way we manage government. It heralds cost-effectiveness, increased efficiency, and renewed mission focus. But until now, many agencies have been unclear on cloud computing’s characteristics and the way in which they could procure it. All that has changed, thanks to Michael Anastasio, Jr.

In October 2010, under Mike’s stewardship, GSA awarded the Infrastructure-as-a-Service (IaaS) blanket purchase agreement, the first cloud-specific government contract vehicle. Working with agencies, industry and key stakeholders, Mike managed the program to ensure the resulting solution would position GSA to meet agencies’ current needs as well as anticipate future requirements.

Mike’s efforts put in place the tools agencies need to realize the benefits of cloud while complying with the Office of Management and Budget’s “Cloud First” policy and the White House’s recently released Federal Cloud Computing Strategy, particularly their contracting and security provisions.

Delivering Acquisition Excellence: .Gov Contract

With the government now in budget season, more than ever, each agency is looking to stretch technology investment funds. IT security concerns have also never been greater.

The .GOV Domain Registration program offers U.S. government organizations an online registry for the Internet’s .GOV namespace. As the .GOV program manager, Daisy Bhagowalia oversees all aspects of this effort including registering, administering and maintaining .GOV second-level domain names such as gsa.gov and whitehouse.gov.

Daisy was recognized this year for her team’s successful implementation of a no-cost direct order/direct bill contract. This strategy upgraded the .GOV system to the highest Federal Information Processing Standard (FIPS) 199 security level, thus giving customers a more streamlined, secure service.

What is “great government through technology” if not saving the government time and money while improving security and customer service?

Both Mike and Daisy have helped make government more efficient and effective by focusing on great service. Their efforts are saving agencies time and money, while improving GSA’s ability to deliver the crucial solutions government requires in order to deliver great services to citizens.

Thank you for following my blog and my tweets. I want to hear your feedback on how we can build on these successes, and how ITS can continue to improve the way we serve our customers.

We congratulate all the Federal 100 winners for their hard work!

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Great Government and the Technology Dividend

Welcome to Year 2 of the Great Government through Technology blog. I’m Mary Davie, the new Assistant Commissioner for the Office of Integrated Technology Services (ITS). Many of you may already know me as the former Assistant Commissioner of Assisted Acquisition Services (AAS) and my work with the Better Buy Project and the Better Blog.

I’m excited to have the opportunity to talk with you here, and I look forward to opening a conversation on how GSA can deliver great government through its technology products and services.

I view my transition from AAS to ITS as a logical step. Both AAS and ITS share a similar perspective on how to use technology to facilitate the acquisition process and deliver integrated solutions. Both have a similar focus on innovation, sustainability, customer intimacy and operational excellence—we make acquisitions easier, faster, better, greener and more secure.

I am also a strong proponent of Web 2.0 and social media for engaging colleagues, customers and industry. For those who don’t know me, Twitter is one of my favorite ways for reaching out to colleagues and customers.

Reaping Technology Dividends
If there were ever a time to aspire to “great government through technology,” it’s now. Agencies face tightening budgets. Acquisition professionals are being asked to do more with less. Large IT acquisitions have come under greater scrutiny.

However, we have much to be hopeful about: new technology solutions such as Cloud Computing and Data Center Services will yield dividends for the government—cost-savings; reduced carbon emissions; and increased communication, collaboration, transparency and productivity.

Throughout my career, I’ve worked all along the IT acquisition lifecycle, with industry, our customer agencies, and my colleagues on all sides of GSA’s business. I see enormous possibilities to collaboratively align GSA’s product and service offerings to meet agencies’ needs for increased productivity, security, and sustainable and cost-effective mission-critical systems.

In 2010, ITS took big steps to reach out to agencies and industry in new ways.

In 2011, we’ll build on that momentum. We’re putting the service back into Integrated Technology Services. More on that in the future.

Let me know what you think. Leave a comment. Tweet me. Or come see me at the Coalition for Government Procurement Executive Breakfast on February 25th.

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Great Government through Technology

The Digital Revolution is dramatically changing the way we live, the way we work, and the way that the American government is serving its constituents; I think for the better.  Almost every day, I hear about exciting new technologies or innovations with the potential to produce changes in the way government serves and interacts with citizens.  The rapid pace of these technological changes – and the ability to harness them effectively – is one of the biggest challenges facing government today.

The government has already made great strides in improving the way it distributes information, provides services and communicates with the American people. That is why I am especially proud to be leading the Office of Integrated Technology Services (ITS) within GSA’s Federal Acquisition Service. We help government agencies execute their core mission by making it easier for them to acquire the latest in technology products, services and solutions.  That is what I mean when you hear me talking about “Great Government through Technology”.

I started as Assistant Commissioner of ITS in April.  Over the past several months, I have focused on helping our customer agencies implement the administration’s IT priorities, including cyber security, sustainability and innovation.  But one of the things I am particularly thrilled about is the increased emphasis on government collaboration and communication.  That is why I am happy to be making the first of many postings on this blog.

I plan to post here frequently. This space will be used to tell you about trends that I see in the marketplace, my focus here at ITS and important initiatives.  But most of all, I want to hear back from YOU!  I will be looking out for your comments and topic suggestions, and though I won’t be able to respond to everyone, I will do my best to keep the communication two-way.

Looking forward to hearing from all of you!