Improving the experience of citizens interacting with government agencies has been a major emphasis of the Biden Administration.  Led by the Office of Management and Budget, federal agencies everywhere are investing in technology and cultural change to make it easier for people to get what they need from the agencies serving them.  Federal contractors should get on this bandwagon, too.  Improving service to federal agencies may seem obvious, but given a recent scan of federal business news, it’s clear that some contractors need to up their customer service game.  Contract fulfillment delays are a hot button issue.  Whether the company is a defense contractor or a GSA Schedule provider, your federal customer notices when you can’t deliver on time.  Delays can be more than a frustration.  Fulfilling mission critical projects can mean the difference between good cybersecurity and a breach of important systems.  Each contractor should examine their ability to perform in a timely manner and ensure that they’re not making idle excuses when they fall short.  Not following through is another area that needs contractor attention.  We’ve recently heard from government officials and other contractors about the inability of even experienced firms to follow through on promises and get back to agencies with timely information.  Worse, we’ve heard of instances where contractor employees have come across as being rude, disinterested, or abrupt.  As veterans of government acquisition for well over 30 years, we know that this business can be frustrating and fast-paced.  Still, this is the business we’ve chosen.  It’s important to follow up and be professional.  Leaving a customer hanging damages reputations and results in lost business.  These are just two examples of where contractors may need to work to improve the customer experience of those with whom they do business.  While we often urge feds to follow the example of industry, this is one case where contractors should follow their federal counterparts.