Martha A. Dorris - Acting Associate Administrator
Citizen Services and Communications

Martha A. Dorris was selected as the Acting Associate Administrator of the Office of Citizen Services and Communications effective January 20, 2009.

In her new role, Dorris is responsible for setting the vision, strategy and the operational direction of the communications program. She oversees the progress in citizen outreach, intergovernmental solutions and provides assistance to other federal agencies in their service delivery. Dorris, who has been with GSA since 1992, also is responsible for establishing partnerships with stakeholders, including the Office of Management and Budget, state and local government agencies, federal e-government program managers and other GSA colleagues.

Since October 2003, Dorris served as the deputy associate administrator of Office of Citizen Services. In that capacity she was responsible for leading the implementation of improving the public’s experience when accessing government information and services. She managed USA.gov, GobiernoUSA.gov and other consumer websites. She focused on driving the citizen services team to provide world-class service to the public via email, web chats, print publications distributed through Pueblo, Colorado and phone through the National Contact Center at 800-FED-INFO.

In addition, Dorris was responsible for sharing best practices and lessons learned across governments and around the world in citizen services, Web best practices, contact center best practices and intergovernmental management. She was responsible for the information technology infrastructure where USA.gov, GobiernoUSA.gov and webcontent.gov are hosted. In addition, she supervised a robust outreach and marketing operation that produces an annual public service announcement for TV, radio and print, which returns about $10 million per year in free airtime.

Before joining GSA, Dorris worked as an associate at Booz Allen, where she was responsible for providing consulting services to federal agencies in acquisition management and software engineering. One of the major products developed during that time was an Acquisition Manager’s Handbook for the Defense Logistics Agency.

Dorris earned a bachelor of general studies degree in information systems and business management from American University and an associate’s degree in general studies from Charles County Community College. She is also the president for the American Council for Technology and is a recipient of the President’s Quality Award for Management Excellence among many others.