Chrousos adds new role at GSA

The General Services Administration has a new associate administrator for the Office of Citizen Services and Innovative Technologies. GSA Chief Customer Officer Phaedra Chrousos will be stepping into the role while continuing in her current position.

Chrousos came to GSA in June 2014 to serve as the agency's first chief customer officer. Prior to joining GSA she co-founded and served as chief operating officer for Daily Secret -- a digital media company that focuses on city-specific email newsletters -- and oversaw the launch of 37 editions in 21 countries, according to her LinkedIn profile. She also co-founded HealthLeap, an online service to help physicians with appointment-booking, and previously worked for the Boston Consulting Group.

"Phaedra is ideally suited for this role, given her experience founding and managing two successful companies in the digital media and health care industries, respectively," Tangherlini said in a Jan. 13 blog post on the GSA website. "I am confident that she will do an outstanding job in this new position."

Kathy Conrad, deputy associate administrator at OCSIT, has been serving as acting administrator since David McClure retired from the job in April 2014.

In a November blog post, Chrousos talked about creating a more coordinated customer service experience at GSA and the need for more data-driven decisions.

"These initial realizations meant that my role as CCO was much less about beating the drum for customer experience and much more about harnessing the enthusiasm at GSA and expanding on, scaling, and coordinating isolated efforts," Chrousos wrote.