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Rachel Flagg: GSA Develops New Tool to Collect, Evaluate Federal Customer Feedback

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GSAThe General Services Administration has rolled out a government customer experience index for agency personnel to gauge the experience of other agencies and citizens that receive GSA’s digital and technical services.

Rachel Flagg, a program analyst 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.

“We shared the survey data with the entire 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 also learned through GCXi that there is still room for improvement in the Federal Risk and Authorization Management Program, Electronic Capital Planning and Investment Control system and Digital Analytics Program, according to Flagg.

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