GSA PBS "Good Practices" Story

The General Services Administration's internal-use business performance homepage reports this "good practice" used at the William S. Moorhead Federal Building in Pittsburgh and submitted by the Public Buildings Service:

A representative from the Business Development Division is now included when forming teams to deliver major repair and alteration/construction projects. The Business Development team member can bring valuable resources to project teams. They can assist the project team in developing and executing a comprehensive Communication Plan for the project, helping to ensure that customers and other stakeholders are kept involved and informed throughout the project. They can also assist in identifying and capitalizing on project-related marketing opportunities. They can assist in the shaping of key messages that go out to customers/stakeholders during the course of a project. For example, when communicating project goals to customers, the BD rep can help the project team to shape their message by tying project goals back to needs expressed by customers during customer satisfaction surveys. Also, the BD rep can assist the project team in identifying and capitalizing on opportunities presented by existing communications vehicles, such as building newsletters and web sites; these vehicles can be used to keep customers informed and involved.

We believe this practice contributed in part to the following Customer Satisfaction Survey results. Customer satisfaction with--

• Ease of Doing Business increased from 84% to 92%.
• Effectiveness of Communications increased from 81% to 91%.
• Flexibility increased from 83% to 92%.
• Responsiveness increased from 84% to 92%.
• Follow-up Communication increased from 79% to 91%.

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