The Office of the Chief Financial Officer at the General Services Administration (GSA) is being recognized for developing a groundbreaking data science toolkit aimed at enhancing federal service delivery in alignment with directives like the Executive Order on Customer Experience and the IDEA Act. This open-source toolkit, hosted on GSA's GitHub, empowers government agencies to extract actionable insights from diverse sources of customer feedback, both structured (e.g., surveys) and unstructured (e.g., emails, chatbot interactions). This initiative addresses the challenge of effectively utilizing the vast amount of unstructured data to gain deeper understanding and improve service delivery.

​

Piloted successfully with the Department of Labor's CareerOneStop service, the toolkit has demonstrated its capability to analyze historical datasets encompassing millions of emails, search queries, and chatbot dialogues. By applying advanced analytics techniques such as sentiment pattern mining, topic modeling, and AI-driven methods like BERTopic and LDA, the toolkit uncovers nuanced insights into user experiences and preferences that traditional methods might miss.

​

The benefits of this achievement are substantial for the public and government agencies alike. It allows agencies to go beyond standard surveys and aggregate metrics, providing a comprehensive view of user sentiment, needs, and behaviors. For instance, insights from CareerOneStop revealed differences between solicited and unsolicited feedback, highlighting distinct user groups such as students versus unemployed adults and employers. This broader understanding ensures that diverse voices are heard and specific issues are addressed, ultimately improving the effectiveness and inclusivity of government services.

​

Moreover, the toolkit introduces new performance metrics designed to capture the complexity of user engagement and satisfaction more accurately, thus enhancing decision-making and service design across federal agencies. By democratizing data analysis through open-source availability, the team encourages collaboration and adaptation by other agencies, fostering a culture of continuous improvement in customer experience (CX) across government operations.

​

In conclusion, the team's efforts have set a new standard in leveraging AI and advanced analytics for CX improvement in government services. Their toolkit not only enhances service delivery but also promotes transparency, efficiency, and responsiveness in addressing public needs, thereby contributing significantly to the Biden Administration's goals of modernizing federal service delivery and improving customer outcomes.