Advancing Customer Experience Across the SBA

Goal leaders

Robert Steiner

Director of Field Resources

Office of Field Operations (SBA)

Matthew Stevens

Director, MySBA

Office of the Administrator (SBA)

To achieve

The SBA will provide a clearer, easier, and more consistent experience across programs through human centered design, customer feedback, and process improvement to eliminate inefficiencies and duplication. By September 30, 2025, the SBA will enhance customer experience in its mission-based program offices through customer-driven strategies that drive improvements in customer access and in SBA policies, processes, and procedures which will be measured, among other things, through:

Unifying government contracting certification programs onto a single platform
Implementing a customer platform where small business owners can access at least 50% of SBA services using one log-in
Launching 2 new surveys for the SBA’s High Impact Service Provider (HISP) designated services.

Progress Updates