Tricia Sieveke, Principal Deputy Assistant Commissioner of the Federal Acquisition Service Office of IT Category (ITC), has played a pivotal role in integrating customer experience (CX) principles into ITC's operations. By prioritizing CX and data-driven changes, Tricia has created a seamless IT buying experience and fostered a culture that values customer-centricity.

 

Under Tricia's leadership, ITC has expanded its customer and supplier research capabilities, collecting data throughout the year to drive value for customers and identify areas for improvement. She has also consolidated oversight of ITC's digital tools, streamlined processes and developing innovative digital solutions to enhance stakeholder experiences. Tricia's focus on employee engagement has led to a highly engaged workforce within ITC, achieving outstanding performance confidence index scores. This engaged workforce serves as the driving force behind ITC's continuous improvements in the TX ecosystem.

 

The benefits of Tricia's achievements are evident in the metrics used to measure TX outcomes. These include increased small business suppliers, faster modifications, enhanced customer support, and improved product service utilization. ITC's commitment to small business utilization demonstrates its dedication to providing opportunities for historically marginalized Americans. Tricia's advocacy for emerging technologies and innovative practices, such as cloud computing, cybersecurity, artificial intelligence, and the Internet of Things, ensures that federal agencies are empowered to undergo effective, secure, and affordable IT transformations.

 

Through Tricia's efforts, ITC has become a leader in delivering exceptional customer experiences and value in IT procurement. The maturing TX ecosystem and the adoption of emerging technologies ultimately drive improvements in the lives of the American people.