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Slide2FAS FY20 Go-to-Market StrategyCoalition for Government Procurement
IT / Services CommitteePresented byFAS Customer & Stakeholder Engagement
October 2019
Slide3AgendaFAS FY20 Go-2-Market StrategyOASIS Program Management Review Case StudyWhere we’re goingAgency and industry feedbackWorking with industryRegister for FAST2020 today
CGP IT / Services Committee: FAS G2M Briefing3
Slide4FAS FY20 G2M StrategyCustomer Engagement: National account managementGlobally deployed network of customer service directorsTraining, analytics and marketing support
Expanding the marketUnderstanding customer needs and constraintsAligning FAS SMEs and solutions with customer business problemsClosing the loop on agency and industry feedbackIndustry EngagementCollaborate with FAS CASE when agencies have questionsFocus on delivery
CGP IT / Services Committee: FAS G2M Briefing4
Slide5FAS FY20 G2M StrategyCGP IT / Services Committee: FAS G2M Briefing5
Category
Agency
Geography
National Account Manager and
Account Executive
Single agency mission and cross agency performance goal support
Some direct industry engagement
Global customer service teams aligned with GSA Regions
Led by Regional Commissioners; supported by HQ PMO
Some direct industry engagement
Ten government-wide categories
Increase efficiencies and savings through spend under management
Provide technical SME support to agencies
High level of industry engagement
Integrated Support Network
Slide6OASIS PMR Case StudyData driven targetsFPDS expiring contracts by category, agency and geographyAligning the ‘what’ and the ‘who’ (PSC NAICs and incumbent suppliers)Retain what we have (expiring GSA task orders); grow the rest (expiring open market transactions)
Case Study: USACE Engineering Services“Help me, help you!”, Jerry Maguire (& Erv Koehler)When you see RFQs, please respondCGP IT / Services Committee: FAS G2M Briefing
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Slide7USACE Case StudyCGP IT / Services Committee: FAS G2M Briefing
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Slide8USACE Case StudyCGP IT / Services Committee: FAS G2M Briefing
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Slide9Where We are GoingTargeted Engagement: 10X10Evidence-basedTop expiring contracts for each of the 10 government-wide categoriesTop expiring contracts for each Customer Service Director within a region
Top expiring contracts by agency for each National Account ManagerIntegrated Enterprise EffortPreliminary discoveryCategories and customer facing network collaborate on priorities (by PSC/NAICs and region)Categories develop ‘acquisition support packages’Agency engagement (and capture/transition work for new business) plans developed, executed and monitoredPipeline Management
Processes mapped and SF CRM adapted to accommodate‘How-to’ guides for data entry developed and deployedTracking key performance indicators (leads and opportunities)CGP IT / Services Committee: FAS G2M Briefing9
Slide10‘Acquisition Support Packages’CGP IT / Services Committee: FAS G2M Briefing10
Today NAICS/PSC
NAICS description
Size standard(s)
Top 10 companies by $
Other
SB/Socio classes
Tips for buying
Buying guide
Pricing information
RFI samples
SOW samples
RFQ samples
Tomorrow
Past performance
Technical
SB subcontracting
Capabilities
Systems
Quality certifications (i.e., OASIS self scoring)
Prior RFI results
Work history
More refined search
Slide11Where We are GoingCSD armed with top 10
expiring contracts for each of the 10 government-wide categories for their respective region = the
10X10Visit plans developed for the 10X10Expanding FAS value:FY19 targeted support of BIC/SUM goalsFY20 increase category / industry expertise targeted to agency business needsProcess value with the addition of tools and ‘acquisition support packages’ (e.g., CALC, MRAS, RFI Samples, etc.)
CSDs and categories deliver agency training Send great RFQ and/or SOW samples to: erville.koehler@gsa.gov Get a copy of the 10X10 lists for professional services and information technology
CGP IT / Services Committee: FAS G2M Briefing
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Slide12Agency and Industry Feedback
CGP IT / Services Committee: FAS G2M Briefing12
ResultsCustomer Loyalty increased by 0.1 to 7.6/10 in FY19 Supplier Satisfaction relatively constant at 3.65/5 Customer loyalty drivers since FY2014Value Ease of acquiring
Supplier satisfaction driversProcurement processIndustry expertise Customers and suppliers tell us:Navigating the acquisition process is challengingThey want more consistent help from GSA
Slide13Working with IndustryCASE is committed to increasing industry engagementReach out to Customer Service Directors and National Account ManagersFull court press to convert open market transactionsTransparency and targeted action on customer loyalty and supplier relationship management results
Improve processesFocus on quality, delivery and complianceSend great RFQ and SOW samplesAlways open to new and innovative approachesCGP IT / Services Committee: FAS G2M Briefing
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Slide14Thank YouCGP IT / Services Committee: FAS G2M Briefing14
RESOURCE LINKS
Government-wide Category Managementhttps://hallways.cap.gsa.gov/app/#/gateway/category-management/6632/category-manager-biographiesGSA Agency Support
National Account Managers and Executiveswww.gsa.gov/fasnamRegional Customer Service Directorswww.gsa.gov/csd
Slide15Free for Federal Attendees
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