A recent General Services Administration (GSA) webinar laid out the agency’s priorities, spotlighting its focus on customer experience, data management, technology upgrades, and vendor engagement. The event highlighted GSA’s ongoing commitment to building stronger partnerships between government and industry to improve service delivery and achieve mission success.
Moderated by Federal News Network Executive Editor Jason Miller, the session brought together key GSA leaders, including Amy Haseltine, assistant commissioner for the Integrated Award Environment (IAE) and the Technology Transformation Service. Haseltine, who joined GSA in 2019, shared important updates on the agency’s initiatives and long-term plans, emphasizing efforts to modernize digital platforms, streamline processes, and enhance industry collaboration.
Putting CX First
GSA is prioritizing customer experience (CX) improvements, with key initiatives aimed at simplifying interactions on platforms like SAM.gov. New Gateway questions at the start of the registration process help guide users through the system more effectively. The agency is also focused on making documentation and support materials clearer and more accessible.
Driving Better Data Management and Standards
Data management took center stage during the webinar, with Haseltine underscoring the need for a comprehensive approach that considers the total cost of managing and migrating data. GSA’s strategy for the IAE, emphasizes interoperability and smarter use of data, helping to drive better decision-making and efficiency across federal platforms.
Streamlining Processes and Bolstering Tech
To better meet stakeholder needs, GSA is fine tuning internal processes and adopting a more systematic approach to handling requests. Haseltine described how the agency is aligning these improvements with customer needs while navigating legislative and regulatory requirements. The goal is to create a more transparent and responsive experience for both agencies and vendors.
Upgrading Digital Services Under the IDEA
The discussion also touched on GSA’s work under the 21st Century Integrated Digital Experience Act (IDEA), aimed at making federal websites more user-friendly and updated. GSA is rolling out a new content management system (CMS) later this year, designed to allow for faster updates and more responsive service, keeping pace with evolving user needs.
Looking Ahead: GSA’s Strategic Vision
Over the next 12-18 months, GSA is focusing on several key initiatives, including enhancing customer service, simplifying registration, and reducing reliance on outdated technologies. The agency remains committed to maintaining system security, meeting regulatory requirements, and fostering a culture of continuous improvement.
Engaging with Vendors and Industry Partners
The session also highlighted the importance of industry engagement in helping GSA achieve its goals. Haseltine encouraged vendors to get familiar with the “four P’s” of policy, practitioner, public, and potential of technology, positioning them to better align with GSA’s needs and collaborate effectively. Strong partnerships with mission-driven vendors remain central to GSA’s strategy.
A Call to Stay Involved
The webinar wrapped up with ACT-IAC Vice-Chair at Large Ann-Marie Johnson encouraging participants to stay engaged with ACT-IAC and future GSA events. She emphasized that collaboration and open dialogue are key to driving innovation and success in federal procurement.
Overall, the GSA webinar offered a clear vision of where the agency is headed and how it plans to improve federal procurement. Stakeholders and industry partners are encouraged to stay informed and actively participate in upcoming events to stay aligned with these developments.
