Zachary Lerner

Zachary Lerner is the Content Manager for the Professional Services Hallway on the Acquisition Gateway and has been in that role since August 2014. Zachary joined U.S. General Services Administration’s Federal Acquisition Service in July 2009, and has previously worked as a project manager with an emphasis on sustainability and mobility projects within GSA’s Northeast and Caribbean in New York City. He is still involved with national sustainability initiatives in his new role in GSA’s Northwest/Arctic Region.

HUD’s Switchboard Puts Customer Experience and Customer Service Together

Customer experience is about making sure needs are met. It’s certainly not a new concept for business; every bookstore has a customer service section. Government agencies are slightly different though. Often people are driven to public services by need or regulation, not choice. Government traditionally didn’t need to court positive attention. The increasing prominence of digital communication and the ability to shine a light on perceived and real inabilities to meet needs means a renewed emphasis on customer service.

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Federal Student Aid Customer Experience Journey: A Recap

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX at the forefront of policy-making decisions will have the most positive impact for customers. Elevating CX is how the Department of Education’s Federal Student Aid (FSA) champions the 22 million applicants seeking $150 billion in education loans each year. Brenda Wensil, Chief Customer Experience Officer at FSA, shared her insights with DigitalGov University in a July 28, 2015, webinar about the establishment of the FSA CX Team.

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