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Improving Our Customer Experience

 

Industry Partners:

 

Last year, the Federal Acquisition Service (FAS) received nearly 13,000 responses to our annual Customer Satisfaction Survey, measuring our agency’s performance across the spectrum of FAS acquisition solutions. This year’s survey is underway, and after we analyze the feedback we will again share with you a summary of the feedback received.

 

In the meantime, we’d like to share with you some information and guidance to continue to improve the customer experience.

 

Minimum Order Quantities

A pop-up survey we conduct with users of GSA Advantage!® shows that progress has been made with Minimum Order Quantities (MOQ), but does continue to be a pain point for customers. MOQs were the most frequently mentioned problem in last year’s Customer Satisfaction Survey, but rank fifth in the Advantage pop-up survey. Improvement can be attributed to GSA and industry partner efforts to eliminate or reduce MOQs and enhancements GSA has made to the user interface to allow customers to identify products that are not subject to minimums.

 

Product Descriptions and Images

Accurate, high quality product descriptions and images in GSA Advantage! continue to be a concern for customers. Information explaining how to address these issues is available at https://vsc.gsa.gov/faq/startup-kit.cfm.

 

Catalog Change Files

Many industry partners find it more convenient to upload changes to their GSA Advantage! catalog as a Change File (File Type C80 in the Schedules Input Program - SIP), itemizing the specific changes made instead of overwriting the entire catalog each time. They find this reduces the amount of time they spend compiling the changes and can speed up contracting officer review and approval. Information for using SIP to submit catalog change files is available at https://vsc.gsa.gov/sipuser/files/SIP-Instructions.pdf.

 

Order Status for GSA Advantage! Orders

In May, GSA will refresh all Multiple Award Schedule (MAS) solicitations and issue mass modifications with various contract updates, including instructions requiring vendors to provide order status on GSA Advantage! orders. Providing prompt status updates for when orders have shipped, cancelled or back-ordered; how they were shipped; and providing tracking numbers increases customer satisfaction and reduces calls and email inquiries. Instructions for signing up for the GSA Advantage! PO Portal and providing order status are available at www.gsaadvantage.gov/images/products/elib/pdf_files/pohp.pdf. (See pages 7-9.) For contractors currently using Electronic Data Interchange (EDI) or cXML for Advantage orders, contractors must provide order status using that method. For EDI instructions, see the GSA EDI Documentation for Vendors section available at https://vsc.gsa.gov/EDIUser/gsaadvdocs.cfm and cXML instructions can be found at https://vsc.gsa.gov/EDIUser/files/GSA_cXML_PO.docx.

 

Tech and User Interface Refresh

We are in the early stages of a tech and user interface refresh for GSA Advantage! that will improve security and make the site easier to use for customers. Tentative deployment of the refreshed user interface is Q1 FY20.

 

 

By focusing on customer concerns like these, we are confident that together we can continue to improve customer experience.

 

Sincerely,

Robert M. Noonan

Assistant Commissioner, General Supplies & Services

Federal Acquisition Service

General Services Administration

 

 

 

 
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