Customer Journey Map | Engaging with the Financial Management Quality Service Management Office 

Background:

The Department of the Treasury is the 

Office of Management and Budget (OMB) 

designated Quality Service Management 

Office (QSMO) for core financial management.

 The FM QSMO is helping agencies by:

• Managing a marketplace of solutions and 

services to help meet agency financial 

management needs

• Working to standardize and streamline 

common requirements to give agencies 

the flexibility to invest in unique missionoriented business needs

• Being a valued partner in planning and 

supporting financial system modernization 

journeys

What is a Journey 

Map?

A journey map helps to visually tell the story 

of the customer experience while walking 

through a process.

This Map Shows:

How an agency customer can engage with the 

FM QSMO to assess their needs and acquire an 

FM solution or service.

Use This Map To:

• Understand the end-to-end process for 

acquiring a solution or service from the FM 

QSMO Marketplace

• Discover when to reach out for support 

from the FM QSMO

• Describe the FM QSMO process to your 

agency's FM, Procurement, and CIO teams

STAGES

Phases of the FM QSMO 

Customer Journey

GOALS

Overall purpose of the 

stage, customers will 

accomplish this before 

moving to next stage

STEPS

Steps taken by the 

customer throughout 

the journey of acquiring 

an FM QSMO solution or 

service

RESEARCH

Research your agency’s need 

and available budget

Assess your agency's 

need for FM 

solutions & services 

and define your 

goals 

Research the quality 

and capabilities 

of modernized FM 

systems, products & 

services

Conduct budget 

and investment 

research pertaining 

to your agency’s 

needs / vision

See IPG here

PREPARE

Prepare planning 

documentation

Find, sort and 

synthesize the data 

you’ve researched 

into planning 

documentation

Create 

documentation 

required (e.g., 

business case for 

investment)

See M3 here 

Establish

budget for 

modernization

CHOOSE

Choose which product, service or solution 

best meets your agency’s needs

Review agency 

requirements 

against Marketplace 

solutions 

Assess which

FM QSMO 

Marketplace 

solutions best 

meets agency’s 

needs

Submit Task Order 

for FM QSMO 

review* 

*N/A if aiming for a 

Federal provider and 

creating an IAA 

Solicit and award 

the contract; or 

enter into an 

agreement with a 

Federal provider

PLAN

Finalize & execute 

implementation plan

Onboard the 

provider / gain 

implementation 

support

Finalize the 

implementation 

plan with provider(s)

Create target 

concept of 

operations 

OPERATE

Implement, operate and maintain new solution; 

conduct continuous improvement

Configure the 

software,

product, or solution

Implement solution 

& decommission 

legacy systems,

if needed 

Implement 

Operations & 

Maintenance (O&M) 

Plan 

Review 

performance 

against expected 

benefits, share

experiences & issues 

with FM QSMO

Conduct continuous 

improvement 

TOUCH

POINTS

Meetings and 

information sharing 

between the FM QSMO 

and customers

Touch points between 

customers and the 

FM QSMO may range 

in support level from 

highly supportive to 

light touch interactions

HIGHLY SUPPORTIVE

LIGHT TOUCH

Schedule initial meeting 

with the FM QSMO to 

discuss agency’s needs

Update the FM QSMO 

on progress, successes, 

and challenges (Lessons 

Learned / Best Practices) 

Share Performance 

Measures with the 

FM QSMO

Attend regular 

progress check-ins 

with the FM QSMO

Attend discovery & 

planning discussions 

with FM QSMO (share 

documentation)

Collaborate with FM QSMO 

to draft Task Order; engage 

Task Order Review Board 

Seek FM QSMO advice during 

evaluation and selection of 

provider; agency awards contract 

or enters into agreement with a 

Federal Provider

SUPPORTING 

TOOLS

Guidance developed by 

the FM QSMO to assist 

customers

Watch an Overview of the FM QSMO

Read How Your Agency Can Get Started

Watch FMCF 101 Introductory Video View FMCF 101 Training

Take the FM QSMO Marketplace Readiness Assessment

Learn How to Obtain Offerings from the Marketplace Visit Marketplace Acquisition Hub

See Marketplace Offerings at a Glance Visit the FM QSMO Marketplace Catalog

View FM QSMO Best Practices & Lessons Learned

CUSTOMER 

INSIGHTS

Input and feedback 

from FM QSMO 

customers

As a customer agency, I need the 

FM QSMO to provide structure 

and support, but I want to retain 

responsibility and ownership of 

the modernization process.

I need a user-centric and navigable 

catalog of solutions and services to 

help my agency evaluate FM QSMO 

offerings and services. 

I need the FM QSMO to be my 

valued partner and guide me to 

the marketplace solutions and 

services that meet my agency’s 

needs.

I need a set of guidance and 

guardrails, like processes, 

templates, and examples to 

help me navigate obtaining 

marketplace solutions and 

services. 

I look to the FM QSMO to provide 

marketplace solutions and 

services that meet baseline federal 

requirements, while I define my 

agency-specific requirements.

I need the FM QSMO to help 

alleviate the pressure of 

implementation and testing by 

providing time-saving and quality 

processes.

I want to collaborate with 

agencies, providers and the FM 

QSMO to mature marketplace 

offerings, ensuring standards, 

agency needs and best practices 

are considered.

Contact Us:

Visit our website at www.fiscal.treasury.gov/

FMQSMO

Request a consultation at www.fiscal.treasury.

gov/FMQSMO/contact.html

If you have feedback about this, share it with 

us at FMQSMO@fiscal.treasury.gov