The General Services Administration has rolled out a government customer experience index for agency personnel to gauge the experience of other agencies and citizens that receiveÂ GSA’s digital and technicalÂ services.
Rachel Flagg, a program analystÂ at GSA, wrote in a blog entry posted Dec. 28 that GCXi is designed to “measure overall satisfaction, customer loyalty and ease of use for all our programs, as well as task completion for our websites.”
GSA’s Office of Citizen Services and Innovative Technologies used the index during a 2015 survey of almost 9,000 customers across the government.
“WeÂ shared the survey data with the entireÂ staff, and we instituted an action planning process to help our program managers evaluate the feedback and take strategic, data-driven action to follow up on the findings,” she stated.
The agency has alsoÂ learned through GCXi that there is still room for improvement inÂ theÂ Federal Risk and Authorization Management Program, Electronic Capital Planning and Investment Control systemÂ and Digital Analytics Program, according to Flagg.