Shared Services - 2024 Progress Highlights | Enterprise Shared Services

2024 Progress Highlights | Shared Services Program
GSA's Government-wide Shared Services Program Implementation Office leveraged agency and industry partnerships to advance progress in the modern technologies and services needed to support Federal agencies in driving greater efficiency into government management and operations. This work aligns to M-19-16 Centralized Mission Support Capabilities for the Federal Government to further improve the technology, services, performance, strategic data, and customer satisfaction delivered by agency mission support functions while reducing government operating costs for agencies and taxpayers.

For questions or periodic updates on 2025 Progress, connect with OSSPI.SharedServices@gsa.gov and we'll add you to our list.

I. Government Operations Marketplace

Agency Data and Business Standards

2024 Data & Business Standards Update
Baseline IT and Cybersecurity Capabilities
Emerging Service Areas - FOIA, EEO, Mail

III. Funding and Cost

Cost Recovery Optimization

IV. Governance and Priority Setting

Market Priorites
COFFA (Grants Management Council)

V. Performance Management

Performance Management Framework Phase 3
Marketplace Performance
Customer Satisfaction
NFC Performance Pilot

VI. Agency Planning and Modernization

VII. Developer Hub

VIII. Extra: Partner Progress

I. Government Operations Marketplace

In 2024, GSA advanced its efforts with partners across government and industry to further develop the marketplace of shared technologies and solutions needed by agencies to deliver on their common mission support responsibilities. All told, current marketplace solutions span a management scope of:

Function (Agency Partner)	Management Scope
Financial Management (Treasury)	$6.8 trillion (2024 spending¹)
Grants Management (HHS)	$1 trillion grants 52 awarding agencies²
Human Resources (OPM)	2.2 million federal employees³
Fleet (GSA)	670k vehicles 4.6 billion miles driven⁴
Travel & Expense (GSA)	2.6 Million transactions 1 million travelers⁵
Purchase Cards (GSA)	~90 million transactions 4.6 Million active cards $37.5 billion purchasing volume⁶
Information Technology (GSA)	$102 billion/year⁷
Cybersecurity (CISA)	Over 32k incidents / year⁸
Electronic Records (NARA)	34 billion pages managed centrally⁹ $200 million agency fees to NARA⁹ Agency records also managed locally

To identify new services for entry into the portfolio, GSA works with agencies through the Shared Services Governance Board, agency Senior Accountable Point of Contact, Federal providers of services, industry partners, and the Office of Management and Budget. Ensuring the agency voice is incorporated into marketplace planning and standardization aligns services offered to agency management and operational needs.

Sources:
1 2024 Budget - Congressional Budget Office 2 Grants Quality Service Management Office 3 OPM FedScope 4 Federal Fleet Dashboard	5 GSA Travel ETSNext Press Release 6 GSA SmartPay Statistics 7 ITDashboard.gov 8 2023 FISMA Report to Congress 9 Delivering Govt Solutions in the 21st Century

II. Agency Data & Business Standards

Data and Business Standards enable the government to coordinate on the decision-making needed to establish common commercial and federal services that leverage the government’s buying power and enable the use of modern technologies to improve agency operations.

(a) 2024 Annual Data and Business Standards Update
GSA engaged interagency partners and industry (through public comment) to publish data and business standards used in the buying and implementation of key mission support technologies and services.

Financial Management (Treasury)

Human Capital Management (OPM)

Real Property Management (GSA)

Travel and Expense (GSA)

Electronic Records Management (NARA)

(b) Baseline Technology and Cybersecurity Capabilities
In November 2024, information technology and cybersecurity baseline capabilities for shared and centralized platforms were published by GSA through a process that included agency partners and industry (through public comment). Department of Treasury and GSA are already using the common IT and Cyber capabilities with agencies to identify commercial Software as a Service financial management technologies used to plan, manage, and report on agency spending. The capability standard is slated for promotion across all functions of the portfolio.

(c) Emerging Service Areas - FOIA, EEO, Mail
Throughout 2024, GSA supported new agency partners in initiating efforts to establish cross-government agreement on data and business standards as a first step towards improving agency access to common services, technologies, and procurements. These new areas included:

Freedom of Information Act (DOJ)

Equal Employment Opportunity (EEOC)

Mail Management (GSA)

III. Funding and Cost

The reduction of operating and administrative overhead costs on the road to delivering improved value and capabilities per taxpayer dollar spent is a key tenet of realizing the promise of a successful shared services delivery model. GSA's shared services team is working to examine and set practices, based on agency and industry feedback, for the optimization, reduction, and avoidance of cost in delivering common management technologies and services.

Cost Recovery Optimization for Agencies and Providers
In 2024, GSA partnered with Agencies, Providers, and industry (through public comment) to baseline community-wide agreement on best practices for provider and agency action planning on cost recovery, funding, and price transparency.

Download Optimizing Cost Recovery (Version 1.0)

The guide includes recommendations on (1) alignment of the annual agency budget lifecycle to provider rate setting and price discussions, (2) the criticality of customer / provider cooperation and actions on the use of reserves and revolving funds to sustain current operations while planning for future modernizations, and (3) optimal IT delivery models to support the transition from less predictable CapEx-driven approaches to a more predictable OpEx-driven paradigm through agency adoption of true commercial software as a service platforms.

IV. Governance and Priority Setting

Elevating the agency voice into direction-setting is essential to ensuring a marketplace responsive to agency management needs. The Shared Services Governance Board (SSGB) comprised of agency management executives from across government serves to make recommendations to the Office of Management and Budget (OMB) on opportunities to identify shared agency needs for technologies and services.

(a) Market Priorities
In 2024, the SSGB identified areas of potential future interest with regard to the shared services portfolio. Among these areas included:

1. Artificial Intelligence
2. Customer Experience
3. Procurement
4. Data Services
5. Identity Management

(b) Council on Federal Financial Assistance (COFFA)
Full representation of agency management functions is essential to leveraging the Board's expertise on cross-functional interests that span funding, technology, workforce, procurement, data, performance, and related areas. In 2024, the Council on Federal Financial Assistance (COFFA), focusing on Grants Management, was added to the Board joining CIO, CFO, CHCO, CAO, PIO, and the Small Agencies in serving as agency voice in strategic planning.

V. Performance Management

Performance management is a crucial function of any government program, whether big or small, public-facing or internal. Aligning performance management of the services and technologies agencies buy and use to the same ways that the agencies themselves are measured is a core tenet of an effective framework.

Performance Management Framework

Management Alignment to Mission Delivery (Animation: From Management Performance to Mission Delivery)

(a) Performance Management Framework Phase 3
GSA engaged agency practitioners, providers, and Quality Service Management Offices to obtain agreement on a standard framework considerate performance dimensions that include Finance/Cost, Customer Satisfaction, Data and Business Standardization, Operations, Information Technology, and Organizational Maturity.

(b) 2024 Marketplace Performance (Max Login Required)
Marketplace and QSMO performance data aligned to the Marketplace Performance Management Framework. Data for this dashboard was obtained through two channels 1) collected via the FY24 Annual OSSPI Customer Satisfaction Survey and 2) provided directly from each QSMO.

(c) 2024 Customer Satisfaction (.Gov email Required)
This survey pulses agency management, operations, and administration offices on their satisfaction levels with operations, customer service, technology, and the cost of the services they use.

(d) 2024 National Finance Center Performance Baseline
In response to on-going interest in payroll ecosystem modernization and in alignment with the 2023 National Academy of Public Administration Report on the National Finance Center (NFC), GSA partnered with OPM and USDA to baseline NFC performance across dimensions of Finance, Customer, Operations, Technology, Organization, and HR / Payroll for use in NFC modernization planning. NFC services payroll to over 650,000 federal employees.

VI. Agency Planning and Modernization

In 2024, GSA engaged agency Senior Accountable Point of Contact (SAPOC), on the progress and planning, challenges and impediments of transitioning to services in the portfolio for meeting their management and operations needs. GSA's work in this arena includes (1) supporting the Agency Investment Action Planning process in coordination with QSMO and OMB budget examiners, (2) informing the SSGB and management policy analysts of common themes to elevate policy-making and support for agencies, and (3) incorporating agency lessons into modernization best practices such as the M3 Agency Modernization Playbook, slated for a 2025 update.

Chief Financial Officers Act Agencies