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GSA Launches Enhanced Customer Service Model

Industry Partners,

One of GSA's goals is to make it easier for our customers to obtain information on the Multiple Award Schedules (MAS) and improve the customer's overall experience with the MAS program.  As a result, GSA has developed a new service model and are pleased to announce the launch of Enhanced Customer Service Delivery (ECSD).

ECSD will utilize an enhanced customer service approach, with the goal of ensuring a consistent and high quality experience is received by every customer seeking acquisition assistance and/or access to GSA’s Subject Matter Experts (SMEs).  By enhancing and centralizing the contact support center, customers will begin to experience new and streamlined ways of interacting with MAS. 

ECSD is expected to be fully implemented on August 1, 2013. The new service model will include consolidating the seven toll-free customer service numbers into one, single, toll free number for all Acquisition Operations (AO) schedules: 1-800-488-3111.

Other enhancements include the incorporation of the standardized email address of  mashelpdesk@gsa.gov on various locations on the web and ensuring prompt access to Subject Matter Experts.

For more information about ECSD, please review the fact sheet below outlining the initiative or contact Angela Lehman at angela.lehman@gsa.gov.

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