Introduction
The General Services Administration's (GSA) Integrated Acquisition Environment (IAE) has traditionally focused on acquisition-related activities, but it is now expanding its customer base to include a broader cross-section of federal workers.
Federal News Network spoke with Memi Whitehead, the deputy assistant commissioner for GSA’s Integrated Award Environment, at the recent ACT-IAC ImaginationNation conference about the efforts being made to improve IAE and meet the needs of this growing customer base.
Improving IAE to Meet Customer Needs
GSA is striving to reduce burdens around compliance, data sharing, and functionality for its customers. Whitehead stated that they are seeing increased satisfaction among users as a result of these efforts.
The team has been working to understand the needs of its customers through surveys, in-person interactions, and user testing. This feedback is being used to build capabilities within IAE that address specific pain points and challenges faced by users.
Content Management System: A Game-Changer for IAE
GSA has been working on improving its content management system (CMS) as part of its efforts to better serve its customers. The CMS is designed to provide a searchable platform for users to find information and help material related to challenges and problems they may encounter.
The new CMS will sit behind the SAM.gov platform, allowing users to search not just for data but also for help content. Whitehead emphasized that this system is being built based on user feedback, with the goal of making it easier and reducing burden for users.
User-Centric Approach: Embedding Surveys in Registration Process
GSA has taken a user-centric approach to gathering information about customer needs. By embedding surveys within the registration process, they have been able to collect valuable feedback from industry stakeholders on what they need and want from IAE.
This approach allows GSA to marry up the data collected with other metrics and quantitative values as users go through the process. This enables the team to better understand user experiences and make informed decisions about how to improve IAE.
IAE's Broader Customer Base
GSA is recognizing that its customer base extends beyond procurement professionals. Federal workers in grants, agency-specific programs, and legal offices are increasingly relying on IAE's data to inform their decision-making processes.
The Integrated Acquisition Environment is expanding its reach to serve these diverse stakeholders, providing them with the tools and resources they need to perform their jobs effectively.
Conclusion
GSA's efforts to improve IAE are centered around meeting the needs of its growing customer base. By reducing burdens, improving data sharing, and enhancing functionality, GSA aims to increase user satisfaction and make it easier for federal workers to access the information they need.
The success of these initiatives will depend on continued feedback from users, who can help identify areas for improvement and provide input on new features and capabilities.