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2024 Progress Update
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> Shared Services - 2024 Progress Update
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Baseline Technology
In November 2024, information technology and cybersecurity baseline capabilities for shared and centralized services were published by GSA through a process that included agency partners and industry (through public comment). The capability set is first being used by the department by the Department of Treasury and GSA to identify commercial cloud and Software as a Service financial management technologies used to manage plan, manage, and report on agency spending. This capability-standard will be promoted for use across all management functions in the portfolio.
Agency Data & Business Standards2 Baseline Technology
In November 2024, information technology and cybersecurity baseline capabilities for shared and centralized services were published by GSA through a process that included agency partners and industry (through public comment). The capability set is first being used by the Department of Treasury and GSA to identify commercial cloud and Software as a Service financial management technologies used to manage plan, manage, and report on agency spending. This capability-standard will be promoted for use across all management functions in the portfolio.
Performance
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 FrameworkPerformance Alignment: From Services to Mission Delivery(Animation: From Management Performance to Mission Delivery)
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Performance Framework
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.
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.
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.
2024 National Finance Center Performance BaselineIn response to on-going interest in improving the payroll ecosystem and in alignment with the 2023 National Academy of Public Administration Report of 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 for over 600,000 federal employees.
Cost and Spending
Reduction of operating and overhead costs and delivering improved value for taxpayer dollar spent are key tenents of realizing the promise of a successful shared services delivery model.
Cost Recovery Optimization for Agencies and Providers
In 2024, GSA partnered with Agencies, Providers, and industry (through public comment) to establish community-wide agreement on a baseline set best practices for provider and agency cost recovery action planning. In particular, recommendations included aligning to agency budget lifecycle and supporting the funding of both current operations and the planning needed for future modernizations.