Case Study: General Services Administration improves FSD.gov reliability and cuts costs with REI Systems

General Services Administration cuts incidents 52% with REI Systems

The U.S. General Services Administration (GSA) faced challenges with its Federal Service Desk (FSD.gov), which was operating on a vendor-managed ServiceNow SaaS environment. This model limited GSA's control, led to rising operational costs, and restricted its ability to scale and improve service delivery for its critical support systems. To resolve these issues, GSA partnered with REI Systems to migrate to a GSA-owned platform.

REI Systems rebuilt and migrated the FSD.gov service to a GSA-owned ServiceNow instance. This solution included implementing automation, knowledge management, and a virtual agent. The results were significant, with a 52% reduction in incident volume and projected annual savings of $4 million. REI Systems also helped decrease page load times by over 50% and reduce Tier 1 support costs by 30%, greatly improving service reliability and efficiency.

General Services Administration