GSA, SSA, State to Pilot ‘Feedback USA’ Customer Experience Portal
Last week the General Services Administration (GSA) announced a new customer experience pilot initiative called Feedback USA.
GSA, the Social Security Administration (SSA), and the State Department are testing Feedback USA, which will be used to help improve citizen experience at agencies with frequent interactions with the public by collecting feedback at service-center kiosks and online.
The Feedback USA initiative builds on the Administration’s Executive Order on improving customer service, and is scheduled to last for one year before potential expansion to other agencies.
“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 newly-minted GSA Administrator Denise Turner Roth. “Through GSA’s Office of Citizen Services and Innovative Technology, an office focused on enhancing data, information and services to the American people, we will be supporting project management, data analytic support, procuring kiosks and software to analyze and transmit the anonymous feedback around Feedback USA. Ultimately, through Feedback USA, we look forward to providing better value to the public.”
“Social Security will celebrate its 80th Anniversary in August, and providing outstanding customer service to the public has been a cornerstone of our agency’s mission since the beginning,” said SSA Acting Commissioner Carolyn Colvin. “We also focus on improving government customer service, so our participation in the Feedback USA partnership pilot is something we’re very excited about, as we’ll have much to contribute.”
“We’re excited to partner with GSA and other federal agencies in this effort to improve government services. Customers who come to one of our 27 public passport agencies and centers often have urgent international travel and rely on us for quick, reliable, and convenient service. Our first goal is to enhance national security by issuing secure travel documents to eligible U.S. citizens and nationals. We’re also actively listening to feedback from our customers about improving the application process,” said Brenda Sprague, Deputy Assistant Secretary of State for Passport Services with State’s Bureau of Consular Affairs.
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