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GSA Unveils Customer Feedback Pilot Program; Denise Turner Roth Comments

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Denise Turner Roth
Denise Turner Roth

The General Services Administration, State Department and Social Security Administration have introduced a new customer experience pilot program intended to help agencies receive and respond to customer feedback.

The Feedback USA pilot is designed for State Department and SSA clients to submit comments on the agencies’ passport and SSA card services by tapping on a kiosk button, GSA said Tuesday.

The program is effective for one year and GSA will evaluate the pilot every quarter.

“GSA is proactively partnering in this cross-agency effort to improve the information available to make data-driven, strategic decisions around customer experience through Feedback USA,” said Denise Turner Roth, acting GSA administrator.

Roth added that GSA will work to analyze data, procure kiosks and submit the feedback around Feedback USA.

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