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Program Assessment


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General Services Administration - USA Services

The purpose of the USA Services program is to help make the government more citizen-centric by providing citizens with easy access to accurate, consistent, and timely government information. USA Services is also responsible for helping agencies government-wide improve their interactions with citizens.


What This Rating Means


This is the highest rating a program can achieve. Programs rated Effective set ambitious goals, achieve results, are well-managed and improve efficiency.
  • USA Services provides citizens a uniquely comprehensive and integrated mix of information channels (web, e-mail, telephone, and print) that provide easy access to consistent and authoritative government information. USA Services also plays a government-wide leadership role in developing benchmarks for high performing web and contact center based solutions used by other Federal agencies.
  • Since the beginning of the program in 2004, citizen use of USA Services has increased over 31% in two years, customer satisfaction has continued to improve, and efficiency results are within 99% of target. Although independent evaluations have given high marks to individual components of this program, there has never been a comprehensive evaluation of the entire program.
  • USA Services receives funding from two different GSA accounts, but the GSA budget did not present total program costs and the related performance goals together in one place. After discussions with OMB and the GSA Office of Budget, the FY 2008 GSA Congressional Justification included a matrix that clearly delineates all of the resources devoted to and needed for USA Services.

Improvement Plan

About Improvement Plans

We are taking the following actions to improve the performance of the program:

  • Initiating high quality, comprehensive, independent evaluations of USA Services on a regular basis to assess whether the program is effective and achieving results and what areas might be improved.
  • Completing the first comprehensive, independent evaluation of USA Services during FY 2007.

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