Emily Murphy: IT Modernization, Customer Experience Among Key Capacities GSA Requires

Emily Murphy, head of the General Services Administration

Emily Murphy, head of the General Services Administration, told Federal News Network in an interview published Tuesday that she has been focusing on four key capacities GSA needs and those are information technology modernization, customer experience, change management and data and analytics.

“If I can help implement those, it’s going to help GSA expand to meet the needs our customers come to us with in a way that I couldn’t even begin to imagine today,” she said.

Murphy, a 2019 Wash100 Award winner, noted that she is working on four areas and one of those is robotic process automation.

“We learned that we couldn’t just think of it as RPA, but it’s really looking at as an eliminate, optimize and automate program,” she said. “We’ve been able to save 70,000 hours worth of GSA labor so far and we’ve got another 200,000 hours identified that we’re going to be addressing.”

The three other focus areas Murphy discussed during the interview are the federal marketplace, lease cost savings work and shared services. She also offered updates on the public building service and GSA’s efforts to recruit, retain and reskill its personnel.

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