The General Services Administration is pioneering human centered design in a number of areas. One of those areas in acquisition. Mike Shepherd is Director of the Catalog Management Office at GSA. At ELC 2023, I ask him about the state of the art in human-centered design in contracting.

More than half of agencies have moved off legacy telecom contracts, onto the Enterprise Infrastructure Solutions contract. Agencies have a May 2024 deadline now to move to EIS or request an extension. Laura Stanton is Assistant Commissioner for the Office of the Information Technology Category at the Federal Acquisition Service at GSA. Her office is leading the EIS work for the agency. At ELC 2023, she says she has four priorities right now.

The customer experience pillar of the President’s Management Agenda is driving a lot of activity in areas of CX that agencies haven’t thought about before. Beth Martin is a digital services expert at the Office of Personnel Management. After her panel discussion at ELC 2023, I asked her what misunderstandings she’s seen about CX efforts.