GSA Loses Customer Experience Champion


Martha Dorris spent nearly 34 years at GSA, including leading efforts to improve the federal government's customer experience.

After more than three decades of public service, longtime General Services Administration executive Martha Dorris announced Wednesday that she will retire at the end of October.

“It's been my honor to serve the country and hopefully make a difference in how the government operates and how the public receives information and services,” Dorris wrote in a Facebook post. “I'm looking forward to spending time with friends and family, traveling and planning the next chapter of my life. It's been a rewarding career and one I am very proud of!”

Dorris is currently the director of the Office of Strategic Programs within GSA’s Office of Integrated Technology Services. She’s perhaps most well-known for the customer-centric frame of mind she honed as director of the Office of Innovative Technologies in GSA’s Office of Citizen Services and Innovative Technologies.

Dan Chenok, executive director of the IBM Center for the Business of Government, summed up Dorris’ people-over-politics approach to citizen services in a response to her Facebook post, noting that “literally millions of Americans” have benefited “from your work to improve government services over the years.”

Overall, Dorris spent nearly 34 years at GSA.