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2. FAS FY20 Go-to-Market Strategy Coalition for Government Procurement IT / Services Committee Presented by FAS Customer & Stakeholder EngagementOctober 2019

3. Agenda • FAS FY20 Go-2-Market Strategy • OASIS Program Management Review Case Study • Where we’re going • Agency and industry feedback • Working with industry • Register for FAST2020 today CGP IT / Services Committee: FAS G2M Briefing

4. FAS FY20 G2M Strategy • Customer Engagement: • National account management • Globally deployed network of customer service directors • Training, analytics and marketing support • Expanding the market • Understanding customer needs and constraints • Aligning FAS SMEs and solutions with customer business problems • Closing the loop on agency and industry feedback • Industry Engagement • Collaborate with FAS CASE when agencies have questions • Focus on delivery CGP IT / Services Committee: FAS G2M Briefing

5. FAS FY20 G2M Strategy • National Account Manager and Account Executive • Single agency mission and cross agency performance goal support • Some direct industry engagement • Ten government-wide categories • Increase efficiencies and savings through spend under management • Provide technical SME support to agencies • High level of industry engagement Category Agency • Global customer service teams aligned with GSA Regions • Led by Regional Commissioners; supported by HQ PMO • Some direct industry engagement Geography Integrated Support Network CGP IT / Services Committee: FAS G2M Briefing

6. OASIS PMR Case Study • Data driven targets • FPDS expiring contracts by category, agency and geography • Aligning the ‘what’ and the ‘who’ (PSC NAICs and incumbent suppliers) • Retain what we have (expiring GSA task orders); grow the rest (expiring open market transactions) • Case Study: USACE Engineering Services • “Help me, help you!”, Jerry Maguire (& Erv Koehler) • When you see RFQs, please respond CGP IT / Services Committee: FAS G2M Briefing

7. USACE Case Study CGP IT / Services Committee: FAS G2M Briefing

8. USACE Case Study CGP IT / Services Committee: FAS G2M Briefing

9. Where We are Going Targeted Engagement: 10X10 • Evidence-based • Top expiring contracts for each of the 10 government-wide categories • Top expiring contracts for each Customer Service Director within a region • Top expiring contracts by agency for each National Account Manager • Integrated Enterprise Effort • Preliminary discovery • Categories and customer facing network collaborate on priorities (by PSC/NAICs and region) • Categories develop ‘acquisition support packages’ • Agency engagement (and capture/transition work for new business) plans developed, executed and monitored • Pipeline Management • Processes mapped and SF CRM adapted to accommodate • ‘How-to’ guides for data entry developed and deployed • Tracking key performance indicators (leads and opportunities) CGP IT / Services Committee: FAS G2M Briefing

10. ‘Acquisition Support Packages’ Today NAICS/PSC Tomorrow • NAICS description • Size standard(s) • Top 10 companies by $ • Other • SB/Socio classes • Tips for buying • Buying guide • Pricing information • RFI samples • SOW samples • RFQ samples • Past performance • Technical • SB subcontracting • Capabilities • Systems • Quality certifications (i.e., OASIS self scoring) • Prior RFI results • Work history • More refined search CGP IT / Services Committee: FAS G2M Briefing

11. Where We are Going • CSD armed with top 10expiring contracts for each of the 10government-wide categories for their respective region = the 10X10 • Visit plans developed for the 10X10 • Expanding FAS value: • FY19 targeted support of BIC/SUM goals • FY20 increase category / industry expertise targeted to agency business needs • Process value with the addition of tools and ‘acquisition support packages’ (e.g., CALC, MRAS, RFI Samples, etc.) • CSDs and categories deliver agency training • Send great RFQ and/or SOW samples to: erville.koehler@gsa.gov • Get a copy of the 10X10 lists for professional services and information technology CGP IT / Services Committee: FAS G2M Briefing

12. Agency and Industry Feedback • Results • Customer Loyalty increased by 0.1 to 7.6/10 in FY19 • Supplier Satisfaction relatively constant at 3.65/5   • Customer loyalty drivers since FY2014 • Value • Ease of acquiring • Supplier satisfaction drivers • Procurement process • Industry expertise • Customers and suppliers tell us: • Navigating the acquisition process is challenging • They want more consistent help from GSA  CGP IT / Services Committee: FAS G2M Briefing

13. Working with Industry • CASE is committed to increasing industry engagement • Reach out to Customer Service Directors and National Account Managers • Full court press to convert open market transactions • Transparency and targeted action on customer loyalty and supplier relationship management results • Improve processes • Focus on quality, delivery and compliance • Send great RFQ and SOW samples • Always open to new and innovative approaches CGP IT / Services Committee: FAS G2M Briefing

14. Thank You RESOURCE LINKS Government-wide Category Management https://hallways.cap.gsa.gov/app/#/gateway/category-management/6632/category-manager-biographies GSA Agency Support National Account Managers and Executives www.gsa.gov/fasnam Regional Customer Service Directors www.gsa.gov/csd CGP IT / Services Committee: FAS G2M Briefing

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