Calling All Customers  

By Jeff Erlichman

If you didn’t know that NITAAC GWACs can fulfill all your IT needs, you do now. Plus there is more to come.

IT buyers currently using NITAAC are seeing the difference. Future NITAAC customers have something to look forward to.

“Everything we do we look at it from a customer perspective,” explained Rob Coen, NITAAC Deputy Program Director in an interview with 1105 Government Information Group Custom Media.

“My focus over the past 6 months is looking at our organization and how to make it a more customer-focused organization,” said Coen. “Customers are already starting to see a change and if they haven’t they will see a significant change in how we operate.”

Coen said NITAAC has a new emphasis on being externally focused on dealing with customers; a focus directed squarely on bringing them what they need when they need it – quickly and easily.

“The ease of use is what is going to sell these contracts at the end of the day,” explained Coen. “My emphasis is on developing and refining systems to make it easy for anyone in the federal government to get services and equipment for IT, making NITAAC the one place they can come to fulfill all their IT requirements.”

Progress Everyday

Coen has reorganized the NITAAC team. Now there is a dedicated Customer Support Team that will walk anybody through every step of the order. There is a Business Development team leading NITAAC IT training and outreach efforts for government and industry.

“We refocused internal resources to be externally focused,” said Coen. “We are dealing with what we think the customer needs ahead of when the customer really needs it.”

Coen and his team are making a concerted effort to talk with potential customers in IT and contracting shops across government. They are eager to provide training and sit down and show them how to put an order through the NITAAC system.

“We are dealing with what we think the customer needs ahead of when the customer really needs it,”
-Rob Coen, Deputy Program Director, NITAAC

“Our basic method is to ‘reach out’ and spread the word,” said Coen. “We get phone calls every day from people who are hearing more and more about us and they want to know more. We are ready to take on those phone calls and do whatever we can do to give people an understanding of what they can get from our program and how they can go about getting it.” Small Business Friendly As an SBA alumnus, Coen is very sensitive to the small business aspect of government contracting.

“Federal agencies are looking to meet their socioeconomic goals and one way of doing that is having an easy way to let out contracts that are set-asides for small business,” said Coen.

The upcoming CIO-SP3 GWAC will have a small business only component. CIO-SP3 Small Business is a win-win said Coen.

By providing an opportunity to use NITAAC contracts in a small business friendly way, Coen said that they will find many small businesses that can fulfill requirements and will grow by not having to compete against larger businesses

For the smaller task orders this is a winning situation for the small business community and the government agencies when they can have a separate contract where they can put those task awards against.”

Coen and the NITAAC team are looking forward to awarding the new CIO-SP3contracts.

“We have a team who are really motivated by the fact by the fact we are going to be developing and putting out two new GWACs over the next year. Both will be available to customers at the same time and have a have a high level of customer service.”