GSA Looks for New Chief Customer Officer
Phaedra Chrousos of the Office of Citizen Services Flickr user TechCrunch
By
Frank Konkel
The position sits in the GSA administrator’s office and has a dedicated team and budget.
The General Services Administration is in the initial stages of searching for a new chief customer officer.
Phaedra Chrousos held the position over the past year, while jointly serving as associate administrator of GSA’s Office of Citizen Services and Innovative Technologies.
Chrousos will now focus solely on her OCSIT role, while GSA seeks a new leader for the agency’s growing customer-oriented office.
The job has not yet been posted, but Chrousos announced the opening in an email shared with a federal customer experience listserv.
The position sits in the GSA administrator’s office and has a dedicated team and budget.
“The CCO team was created to test the hypothesis that a dedicated, empowered team could improve customer experience in the government the way it does in the private sector,” she wrote in the announcement
In the first year, the CCO team focused on “serving as a SWAT team for GSA’s high-priority customer experience issues,” Chrousos said.
GSA’s efforts to “focus on the voice of the customer” mirror a larger push by the Obama administration to improve customer experience across government.
Customer experience is now one of the White House’ cross-agency priority goals, and President Barack Obama himself even brought the issue up on his final appearance on “The Daily Show.”