The Office of National Customer Services Management is responsible for the coordination of PBS's customer relationships and the creation and implementation of services to our customers.
The Office of National Customer Services Management is organized around three divisions:
National Accounts Division
This division provides GSA customers with a voice to advocate their real estate needs. Operating from a macro-level perspective enables the division to develop tools and strategies to achieve long-term goals with the customer. Senior GSA managers are dedicated to building relationships with key customer managers. Together we seek solutions that balance their needs with GSA's, while creating good value for the citizens.
Customer Intelligence Division
This division is responsible for the development and implementation of customer management processes and tools that are employed at the PBS national/enterprise level. These customer management tools and processes are designed to collect and disseminate the right information about PBS customers to the right PBS employee or business line for proper analysis and action. The end result is that PBS employees or business lines have the ability to proactively identify customer needs through the aggregation, analysis and interpretation of customer information across the PBS organization, maximizing operational efficiencies and enabling PBS to consistently meet customer business needs.
Account Policy Division
This division is responsible for developing policies, processes, and procedures for PBS's Account Management Program. The division strives to develop and leverage relationships to support PBS's customers mission and help them achieve their business objectives for the mutual benefit of both customers and GSA.