If ever there was a time to demonstrate value to your customers, this is it. Obama's recent contracting memo articulated that urgency and raised the stakes over a key issue: how to add value to federal customers “” and show it. That's something Gregg Mossburg, who leads CGI Federal's Solution and Business Development organization, knows all about. Under Mossburg's leadership, the company “” a 30-plus year player in the federal market “” has been awarded financial management managed services contracts with EPA, GSA, and U.S. Courts, among others. Here's his take:
- Offer thought leadership opportunities. Last year, CGI launched a thought leadership program in conjunction with George Mason University. Through forums, breakfast series, and offsite opportunities such as seminars at government facilities, the program offers customers a chance to engage with each other and hear recognized experts on pressing topics. (A recent event, for example, focused on using transparency as a management tool.) “It's a way to engage customers beyond a transaction, and help them address mandates they're facing,“ says Mossburg.
- Provide line of sight into how the money is being spent. In the delivery of your service, providing transparency on a monthly, weekly, even daily basis, is essential, says Mossburg. In CGI's case, the company has proprietary tools and methodologies that allow for transparency, whether in implementation or support contract, for customers. “You should be able to provide line of sight into where the money is going “¦ that's what is being demanded of agencies by the Obama administration, and we feel that's value they [contractors] ought to have in their daily operational work,“ says Mossburg.
- Demonstrate innovation. Innovation happens when the best in technology and business meet. Mossburg offers a case in point. About six months ago, CGI deployed Google's mapping technology on behalf of its client, Center for Medicaid Services. CGI took the technology and combined it with data managed by CMS. The result: a citizen-facing web site that allowed people to know about specific medical options, such as clinics, pharmacies, and hospitals, in their geographic area. Spearheading innovation also means fostering a culture with incentive structures that encourage managers and other employees to think creatively, adds Mossburg. “It's all about the culture,“ he says.
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