Gribben said customers previously could only make these changes over the phone. In response, Fiscal Service now offers more self-service options, including when customers need to reset a password or change the bank account linked to their account. Want to stay up to date with the latest federal news and information from all your devices? Download the revamped Federal News Network app “We learned a lot about why people were calling into the call center and creating solutions to address those needs,” he said. Record demand for Treasury-issued I savings bonds, for example, “led to an unprecedented volume of calls to our call center that we were not set up for.” Gribben said the bureau, as part of this customer experience overhaul, is working to understand the root cause of some negative customer experiences. “We really look at customers from all three perspectives, and that can be challenging, which is why we created the office so that we can focus on those things.” “Employees are also users of our service as well,” Gribben said. The bureau launched a customer experience office last fall. The bureau is also focused on improving customer experience for other federal agencies, the public and the bureau’s own employees. So they can translate that into delivering more for their customer, by using a shared service.” “Rather than spending money on licensing system development, they spend it on their core mission instead. “When you are able to centralize that, you achieve cost savings,” he said.

Gribben said the bureau calculates the cost savings by estimating what agencies would spend if they each ran their own financial system, procurement travel systems. Through a governmentwide increase in the use of shared financial management systems, the bureau estimates agencies saved more than $600 million in 2022. Read more: Agency Oversight Cost savings from shared services Other agencies oversee QSMOs for cybersecurity, human resources and grants management. The Trump administration launched QSMOs in April 2019 in an effort to centralize mission support capabilities across the federal government. “It’s one thing to have the marketplace, it’s how do you get people to use it.” “It’s helping us focus our understanding of the agency needs, as we’re providing the marketplace solutions,” Gribben said. Gribben said the bureau is also reaching out to agencies to make them aware of services available on the QSMO that will help them upgrade or maintain their core financial systems. Gribben said additional vendors are going through the onboarding process to be added to the QSMO marketplace, and that the bureau is reaching out to additional vendors to offer their products on the financial management QSMO. Three vendors are currently offering their services on the marketplace - CGI Federal, HIC International and eMentum. It also serves as a hub for agencies to track down financial services offered by commercial providers. The QSMO serves as a one-stop-shop for agencies to connect with three federal shared service providers - Treasury’s Administrative Resource Center, the Interior Business Center and the Transportation Department’s Enterprise Service Center. The bureau in December 2022 launched the financial management Quality Services Management Office (QSMO). That’s why when we look at the vision, we translate it into actionable goals,” Gribben said in a recent interview. “I look to the bureau to help set that pace for the federal government.

18 with Jason Miller, agency leaders and ICF's David Birken who will discuss IT modernization strategy and the change management strategies behind their success. Between the Lines with the Administrative Conference of the United States.

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