Reimbursable Work Authorizations
General Services Administration
GSA’s Northeast & Caribbean Region, Caribbean Service Center developed a program called “Reimbursable Work Authorization Service Ticket” (RWA). This program was implemented at the Federico Degetau Federal Building in Hato Rey, Puerto Rico.
In an effort to improve customer relations in the Caribbean Service Center, the associate that receives an agency request creates a “RWA Service Ticket” between the Property Management Office and the agency submitting the request. Each RWA Service Ticket contains written details of the specific Reimbursable Work Authorization concerns and the actions GSA took and will take to address the customer request. The system allows associates to quickly access the information related to that issue. Also, the associate can provide information to the customer in a consistent and timely manner and keep a log of open service tickets with follow-up dates.
As a result of the implementation of the system, the customer satisfaction related to Reimbursable Work Authorization issues has improved among the agencies.
For further information, contact Rebeca Irizarry at 787-281-4905 or by email at rebeca.irizarry@gsa.gov.
