GSA’s Mid-Atlantic Region implemented the concept of customer service agreements (CSA) in the William Moorhead Federal Building in Pittsburgh, PA. In an effort to improve customer relations in the Moorhead Federal Building, the Region signed a CSA between the Field Office Manager and the head of each agency in the building. Each CSA contains specific concerns of that agency and actions GSA will take to address each issue. The Region periodically visits each agency to review and revise the issues contained in the CSA. As a result of their efforts, the customer satisfaction rating for the Moorhead Federal Building improved by 7 percent.
For more information, contact Mr. Bill Lawlor at (412) 395-4988 or via e-mail at bill.lawlor@gsa.gov
