General Services Administration (GSA) needed support with a government-wide program that was launched to help with modernizing government IT to meet the needs of today’s missions and customers.
This program faced several challenges, including a general misunderstanding of the process, the unclear value of sharing information between agencies, and communicating conflicting messages to stakeholders. The agency needed to improve stakeholder relations and increase understanding of the process to prevent program compliance from becoming a burden.
The program team worked with us to help define and improve processes, develop strategic goals and approaches, and improve stakeholder relations. In the initial stages of support, we helped design and implement a stakeholder-developed initiative that redesigned the core business process, reducing timelines by over 75%.
As the program matured and demand increased, we developed a plan to scale the new program. As attention on the program increased, we recognized an emerging need for the program to begin communicating with stakeholders through new channels. The Clearing developed and executed a communications strategy to ensure stakeholders remain informed on program updates and key initiatives.
Our customer engagement and project management strategies enabled the program to efficiently scale and meet customer demand. We helped the program achieve the following:
- Double key performance metrics in just two years
- Define annual program strategic goals, objectives, and performance metrics with continuous monitoring and analysis of programs
- Improved relationships with agency and industry stakeholders
- Refreshed program branding and communications strategy