October 29, 2004

Welcome to your latest edition of the FirstGov Buzz e-letter!

In this issue:

• E-Gov Spotlight–Stephen Galvan – U.S. Small Business Administration

• VOTE: Start With a Visit to FirstGov.gov's Updated Voting Page

• FirstGov, USA Services Offers Unique Contract Service (and more)

• New FirstGov.gov Public Service Announcement Posted

• One-Stop Toolkit for Web Managers

The E-Gov Spotlight - Stephen Galvin, Chief of Staff / Chief Information Officer / Chief Operating Officer, U.S. Small Business Administration

One might find the idea of performing three big jobs at a major Federal agency like the Small Business Administration (SBA)--whose mission is to create an environment in which 25 million small businesses have the opportunity to succeed--just a little daunting.

Not Stephen Galvan. On the contrary, Galvan says serving as Chief Information Officer, Chief Operating Officer and Chief of Staff to Administrator Hector Barreto “gives me a broad agency perspective, as well as a way to drive priorities.”

That includes an ongoing effort to use iInformation technology to improve citizen access to SBA information and services.

“By offering easy to use, convenient, and affordable access to information, referral help, and transactions, SBA is shifting power from public institutions to the citizens,” Galvan says. “The result: more accessible and cost-effective customer service.”

Specifically, SBA led the Federal government in creating a model for cross-agency, intergovernmental one-stop shopping for business called Business.gov. Users can:

• Find, understand, and comply with governmental laws and regulations at all levels of government;
• Gain access to business information, forms, and services to start, manage, and grow a business;
• Learn how to get disaster assistance; and
• Conduct transactions online, such as receive a loan guaranty approval, apply for an 8(a) eligibility certification, or receive counseling from a retired executive.

As one example, SBA used the Internet last year to help 22,000 business owners register their business at the state level and receive an Employer ID Number from IRS.

Galvan, who holds an MBA from the University of Chicago and BS in mathematics from the University of Illinois, is well acquainted with efforts to use the Internet to make government more citizen-centric. Before joining SBA, he was the E-Government portfolio manager for the Office of Management and Budget, held management positions at Fortune 500 corporations, and was the owner of an IT business intelligence consulting firm.

SBA, meanwhile, is also using USA Services, an E-Gov initiative managed by the General Services Administration’s Office of Citizen Services and Communications, to better serve the public. Misdirected questions from the public that are intended for SBA are routed to USA Services representatives who ensure that they are addressed by the proper SBA resource.

Galvan said SBA’s Business Gateway is using USA Services to address questions received from constituents through Business.gov or Forms.gov. Questions are received by email and then followed up by a representative from USA Services.

“We continue to consider leveraging this governmentwide service. It offers a well-managed infrastructure that enables us to provide best practices in citizen relationship services,” he said, adding that SBA is now looking closely at a multi-channel relationship management contract being offered by USA Services.

SBA, which has delivered some 20 million loans, loan guarantees, contracts, counseling sessions and other forms of assistance to small businesses since its founding in 1953, faces numerous challenges in the future.

Galvan includes enhancing SBA’s Capital Planning and Investment Control Process to improve governance through the agency Business Technology Investment Council. “This gets senior management engaged to make decisions and monitor IT investments,” he said.

Another focus will be improved management of SBA IT projects through various measures, such as the development and implementation of information quality standards. Some contracts for network services and infrastructure will be opening for competition, he said.

Galvan also foresees a continuation of the close partnership that exists between SBA and GSA.

“This is highlighted in the working relationship for the E-Gov Initiative Business Gateway,” he said. “GSA is responsible for delivering a core component of Business Gateway, which is Forms.gov. In addition, SBA and GSA have partnered on project oversight and direction.”

“Most importantly, SBA Administrator Barreto and GSA Administrator (Stephen) Perry have supported this initiative and are keeping it on their radar.”

VOTE: Start With a Visit to FirstGov.gov's Updated Voting Page

Check the updated “Voting and Elections” page on FirstGov.gov before you vote this Tuesday, November 2. This page contains recently updated information about where to vote, the Electoral College, national, state, and local candidates, voting rights, the history of Election Day, and much more: http://www.firstgov.gov/Citizen/Topics/Voting.shtml.

FirstGov, USA Services Offers Unique Contract Service (and more)

FirstGov and USA Services have developed a new contract vehicle established by USA Services. The "FirstContact" contract makes it possible for agencies caught in a "time crunch" -- for example, emergency situations and/or other similar needs for a contact center -- to find help quickly by issuing a task order to five pre-qualified vendors providing best-of-breed technologies and services for telephone and email contact centers, web chat technologies, and automated FAQ systems.

After four hurricanes ripped through the Southeast destroying billions of dollars in housing and business, the Federal Emergency Management Agency (FEMA) recently used the "FirstContact" contract vehicle to set up a call center to respond to victims of the recent hurricanes in Florida. FEMA contacted USA Services on a Thursday evening, and by Sunday evening a task order was awarded and the call center up and running. Stuart Willoughby, Program Manager for USA Services said, "We can't promise all task orders can be handled that fast, but we're faster than the average contract." For more information on "FirstContact" contract opportunities, visit www.usaservices.gov or attend the FirstContact Expo on November 9 at the U.S. General Services Administration, 1800 F St. NW, Washington, DC, from 10 a.m. to noon in the GSA Auditorium.

FirstGov and USA Services are also exploring the development of a Frequently Asked Questions (FAQ) system that would provide access to governmentwide FAQs from FirstGov.

New FirstGov.gov Public Service Announcement Posted

If you haven’t caught the new FirstGov.gov public service announcement on television, visit http://www.firstgov.gov/About/sams_psa.shtml to view the video clip online. It has an “Uncle Sam” theme, and we think you’ll get a laugh from it as much as we have.

One-Stop Toolkit for Web Managers

The Interagency Committee on Government Information (ICGI) has an exciting new “one-stop” website for federal employees who manage agency websites: the Web Content Managers Toolkit at www.webcontent.gov. The website, developed by and for federal web managers, provides the practical information and resources content managers need to make U.S. government websites the most citizen-centric and user-friendly in the world.

The Toolkit include:

• An inventory of all the laws, regulations, and guidelines that relate to federal public websites;
• Common and “best” practices that web managers might replicate;
• An online forum to discuss common issues, challenges, and solutions; and
• Notices about important events and training opportunities.

The toolkit will expand over time to provide additional topics of interest to web content managers, such as sections on measuring performance and website marketing.

FirstGov.gov hosts the Web Content Managers Toolkit and provides technical support and maintenance.