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The U. S. General Services Administration’s (GSA) strategic goals are aligned with its four major program areas: real estate, acquisition, technology, and shared services. What follows is an overview of key performance trends and insights for each of the four strategic goals, along with GSA’s fiscal year (FY) 2020–2021 Agency Priority Goals. A complete analysis of GSA’s performance in FY 2020 will be included in the FY 2020 Annual Performance Report, which will be published in February 2021.
Strategic Objectives:
GSA is meeting its targets to negotiate leases below average market rates, reduce energy costs, and deliver capital projects on schedule and on budget. GSA’s Lease Cost Avoidance Plan, which was implemented in FY 2018 and focuses on renegotiating longer leases where favorable terms can be obtained, continues to yield favorable results; in FY 2020, aggregate lease costs are 12.6 percent below average market value. GSA also realized a sharp reduction in energy use in FY 2020 that can be attributed to warmer winter temperatures and reduced building occupancy due to COVID-19. GSA continues to surpass expectations for delivering capital projects, with 93 percent of projects currently on schedule and on budget.
GSA will likely miss its performance targets for vacancy rates and operating costs associated with cleaning and maintenance. Vacant space in inventory remains slightly higher than the target of 3 percent, due in part to the Reduce the Footprint and workspace consolidation initiatives, which can result in GSA holding on to vacant space in order to implement longer-term strategic plans with customers. While GSA is slightly above its target, GSA’s vacant space rate still compares favorably to the private sector.
Cleaning and maintenance costs fell short of the 80 percent target for staying within market range. GSA is undertaking a nationwide effort to examine the methods and tools used to procure building maintenance and custodial services in order to lower operating costs without affecting service levels to GSA’s Federal tenants.
While GSA remains diligent in its efforts to decrease the size of the real estate portfolio, GSA realized an increase of 1.6 million rentable square feet (RSF) in FY 2020. In FY 2020, GSA continued to carry 1.9 million RSF of temporary leased space associated with the 2020 Census. In addition, the Federally owned inventory saw increases from the addition of the Department of Transportation headquarters in Washington DC (1.5 million RSF), the transfer of 11 assets totaling 600 thousand RSF from the Department of State for their National Foreign Affairs Training Center, and the activation of building modernization projects. GSA will continue to work with departments and agencies to improve space utilization and lower their real estate costs.
| Key Performance Indicators | 2018 Results | 2019 Results | 2020 Results | 2020 Target | Status |
|---|---|---|---|---|---|
| Lease cost relative to average market rate*↓ | -5.2% | -17.0% | -12.6% | ≤ -7.0% | Achieved |
| Percent of capital projects on schedule and on budget | 90% | 99% | 93% | 90% | Achieved |
| Vacant Space in Inventory ↓ | 3.3% | 3.3% | 3.1% | 3.0% | Unmet |
| Energy intensity reduction (cumulative from baseline year) | 5.41% | 5.06% | 10.90%** | 5.31% | On Track |
| Percent of cleaning and maintenance costs within market range | 74% | 72% | 74%** | 80% | Unmet |
*KPI is aligned to an FY 2020-2021 Agency Priority Goal.
**Third-quarter results (end of June)
↓ denotes that lower value is the desired direction
Strategic Objectives:
GSA provides efficient and effective acquisition services across the Federal Government. To make doing business with the Federal Government easier, GSA consolidated its Multiple Award Schedule (MAS), which is a long-term Government-wide contract with commercial companies that provides access to millions of commercial products and services at fair and reasonable prices. Since the consolidation began, 99 percent of vendors have transitioned to the consolidated MAS and MAS sales continue to grow. As a result, both supplier satisfaction and customer loyalty scores improved in FY 2020. A strong partnership between Government and the private sector helps ensure that customer agencies have access to a robust market of qualified vendors.
GSA strives to provide customers with widespread access to small business, including economically disadvantaged and women-owned small businesses. GSA’s MAS customers continue to work with small businesses at a rate substantially higher than GSA’s target of 33 percent. GSA also met its acquisition goals for contract dollars awarded to small businesses and socio-economic businesses through prime contracting. In August 2020, it was announced GSA received an “A+” from the Small Business Administration (SBA) for the FY 2019 Small Business Procurement Scorecard, making it 10 consecutive years that GSA has earned an “A” or “A+” rating. FY 2020 SBA ratings will be published in Spring 2021.
| Key Performance Indicators | 2018 Results | 2019 Results | 2020 Results | 2020 Target | Status |
|---|---|---|---|---|---|
| Multiple Award Schedule (MAS) Sales (in billions)* | $31.2 | $32.0 | $36.6 | $32.3 | Achieved |
| Percent of vendors transitioned to new consolidated Multiple Award Schedule (MAS)* | n/a | n/a | 99% | 50% | Achieved |
| Customer loyalty scores (10-point scale) | 7.5 | 7.6 | 7.9 | 7.6 | Achieved |
| Supplier satisfaction score (5-point scale) | 3.69 | 3.65 | 3.81 | 3.70 | Achieved |
| Percent of Multiple Award Schedule (MAS) business volume from small businesses | 38.4% | 38.8% | 37.2% | 33.0% | Achieved |
*KPI is aligned to an FY 2020-2021 Agency Priority Goal.
Strategic Objectives:
GSA is making noteworthy progress in leading Government-wide technology modernization initiatives. The Federal Risk and Authorization Management Program (FedRAMP) is one of GSA’s critical technology offerings. FedRAMP-authorized vendors offer cloud services that allow Federal agencies to securely and quickly meet their mission needs. Through FY 2020, GSA exceeded its cumulative performance goal by reaching 193 FedRAMP customer agency system authorizations.
GSA also saw an increase in the percent of major information technology (IT) project spend across the Government with GSA involvement. In FY 2020, GSA was involved in 29 percent, or $2.6 billion, of existing major IT projects where the agency was not previously involved. This represents a meaningful increase from FY 2019 and FY 2018 where 23 percent and 22 percent were respectively achieved.
GSA continues to spearhead other key initiatives, including Enterprise Infrastructure Solutions (EIS), Centers of Excellence (CoEs), and cloud.gov.
GSA is also providing agencies with information, guidance, and tools that facilitate successful implementation of Federal policy on IT optimization. GSA rapidly supported agencies during the transition to mandatory telework due to COVID-19. GSA’s Identity and Trusted Access division provided assistance to Federal agencies to work through the challenges associated with onboarding and expiring Personal Identity Verification credentials in an environment of maximum telework. This assistance included educating executives on technically feasible solutions, making recommendations to the Office of Management and Budget, and coordinating with FAS and service providers to adapt to the new approaches.
| Key Performance Indicators | 2018 Results | 2019 Results | 2020 Results | 2020 Target | Status |
|---|---|---|---|---|---|
| Number of customer agency systems with FedRAMP authorizations (cumulative) | 121 | 159 | 193 | 183 | Achieved |
| Percent of Federal Major IT Project spend with GSA involvement | 22% | 23% | 29% | 24% | Achieved |
| Centers of Excellence (#) (cumulative) | 5 | 14 | 35 | 19 | Achieved |
| Centers of Excellence (# of Interagency Agreements signed) (cumulative) | 2 | 5 | 17 | 7 | Achieved |
| Number of CFO Act agencies with updated risk assessments completed utilizing Federal Identity, Credential, and Access Management playbooks and tool (cumulative) | n/a | n/a | 6 | 6 | Achieved |
Strategic Objectives:
GSA currently provides a substantial number of shared services across Government, such as Assisted Acquisition Services (AAS), EIS, Travel Services, and Fleet Services. AAS and Travel Services (e.g., City Pair, e-Gov Travel Services, and FedRooms) are well established. AAS is a full-spectrum, cradle-to-grave acquisition project and financial management service provider that agencies can use to guide the procurement and acquisition processes for a broad array of services and products. EIS is growing rapidly as a means for agencies to modernize and realize cost efficiencies in their IT and telecommunications infrastructure.
Fleet management represents an opportunity for growth as a GSA-provided shared service. As part of the Agency Reform Plan, and with a strong commitment to fleet efficiency, GSA completed 11 fleet studies to determine if leasing vehicles from GSA is more cost-effective for participating agencies. These studies were conducted during FY 2018 and FY 2019, involving more than 190,000 vehicles owned by other agencies. In FY 2018 and FY 2019, GSA consolidated more than 3,500 agency-owned vehicles into its leased fleet. In FY 2020, GSA has consolidated an additional 1,597 vehicles, exceeding the annual target, even in light of mandatory telework orders in response to the COVID-19 pandemic. GSA will continue to work with interested agencies in removing administrative barriers that may impede progress toward fleet vehicle consolidation.
GSA continues to make progress toward establishing Government-wide standards for mission support functions following the Federal Integrated Business Framework (FIBF). The FIBF enables the Federal Government to better coordinate and document common business needs across agencies. Business standards are critical to establishing shared solutions and services; once there is cross-agency consensus on standards, the Government can converge on a common solution. In FY 2020, GSA has moved 21 components to the next stage of the FIBF standards development process. With multiple functional areas achieving initial baselines in FY 2020, GSA, in collaboration with the Business Standards Council, focused on agreement on cross-functional, end-to-end business process touchpoints. These help ensure agencies have definitions and organizational buy-in around the connections and hand-offs between functional areas.
The quality of GSA’s internal shared services remains strong and has improved employee satisfaction for the third consecutive year (from 5.16 in FY 2018 to 5.49 in FY 2020). GSA’s employee satisfaction with the services provided by the agency’s administrative functions (IT, Human Resources, Finance, and Acquisition Management) is among the highest for CFO Act agencies and continues to improve each year. FY 2020 accomplishments include earning an “A+” on the Federal Information Technology Acquisition Reform Act scorecard; automating thousands of hours of transactional work in the finance function and across the agency to free up valuable time for higher-value work; improving workforce planning (100 percent of GSA organizations progressed at least one level on the Workforce Planning Maturity Model in FY 2020); and investments in training and technology that allowed GSA to seamlessly transition to a fully virtual workforce when the COVID-19 pandemic began. GSA maintains its position as a resourceful incubator of innovative solutions for shared mission-support services.
| Key Performance Indicators | 2018 Results | 2019 Results | 2020 Results | 2020 Target | Status |
|---|---|---|---|---|---|
| Number of agency-owned (non-GSA) vehicles consolidated by GSA | 1,790 | 1,805 | 1,597 | 1,500 | Achieved |
| Effectiveness of administrative functions as measured by employee satisfaction on a scale of 1 to 7 | 5.16 | 5.42 | 5.49 | 5.27 | Achieved |
| Competition rate for GSA Acquisitions | 82.6% | 85.4% | 84.2% | 80% | Achieved |
| Number of components that have advanced to the next stage of the standards development process as part of the FIBF | 5 | 15 | 21 | 12 | Achieved |
| Percent of GSA IT portfolio utilizing cloud technologies | 47% | 50% | 52.9% | 52% | Achieved |
U.S. General Services Administration
