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GSA Takes Next Step in Implementing its Enterprise CRM System

$10.1 Million Task Order Awarded to SAIC

GSA #10173

July 14, 2005
Contact: MaryAnne Beatty (202) 501-1231
maryanne.beatty@gsa.gov

Washington, DC – The U.S. General Services Administration (GSA) today announced the award of a task order for $10.1 million to Science Applications International Corporation (SAIC) to provide systems integration services for GSA’s Enterprise Customer Relationship Management (CRM) implementation.  This next step in the Enterprise CRM process – the first time an agency-wide CRM system has been incorporated at GSA – will promote a progressive change in the way GSA conducts business, which will improve service to customer agencies and promote better management of federal funds.

Integration will advance change management within the agency moving GSA from a product-oriented organization to a customer-focused one.  This will allow GSA associates at all levels to better serve customer agencies and improve project collaboration in the areas of account and opportunity management, marketing and service delivery.  Future benefits include improved resource distribution and better managed public funds.

These advances meet criteria outlined in the President’s Management Agenda, including promoting electronic government, which will provide greater services at lower costs to federal agencies governmentwide.

"GSA’s ability to provide excellent acquisition services to our customer agencies will be enhanced by the integration of our CRM systems,” said Administrator Stephen A. Perry.  "The GSA-wide system will provide information about customer requirements to all components of GSA so we can work together proactively to provide the entire spectrum of acquisition services and solutions they need." 

As a customer-focused organization, GSA is employing an agency-wide CRM strategy that will enable it to make better business decisions and proactively meet customer agency needs.  With the completion of systems integration, GSA associates will have easier access to knowledge and tools in a single, unified source to develop strategic alliances with customer agencies by providing improved access to information about customer requirements, service opportunities and market analysis.

This Enterprise CRM implementation effort is being directed by GSA’s Office of Citizen Services and Communications (OCSC).  M.J. Pizzella, Associate Administrator of OCSC said, "The Enterprise CRM initiative and its enabling technology will foster communication and enhance collaboration among all GSA associates in meeting customer agencies' needs.  An effective CRM effort supports the goals of GSA by providing best value to federal customer agencies, which will in turn provide best value for the American taxpayer."

This task order was awarded under GSA’s Millennia contract for a base period of one year with four, one-year options.  Its estimated value is $46.6 million over the next five years.

GSA is a centralized, federal procurement, property management and policy agency, created by Congress to improve government efficiency and help federal agencies better serve the public. GSA acquires, on behalf of federal agencies, office space, equipment, telecommunications, information technology, supplies and services. It also plays a key role in developing and implementing government-wide policies.  GSA’s 13,000 associates provide services and solutions for the office operations of more than one million federal workers in more than 8,000 buildings the government owns and leases in 2,000 U.S. communities. GSA has also encouraged a new citizen-centric relationship with government by providing a single “point of entry” to the information and services citizens need in a timeframe they can appreciate.  This allows them to receive accurate, timely and consistent answers and information, and helps federal agencies better respond to citizen inquiries.