The SBA is on a mission to deliver a more positive customer experience for the nation’s 33 million small business owners and aspiring entrepreneurs. An agency-wide team is dedicated to better understanding your expectations and ensuring the agency designs and delivers what you need by involving small business owners in program and service improvements and using technology to power outstanding experiences.

SBA’s initial focus has been on using technology via personalized digital experiences that simplify doing business with the agency. In 2023, the SBA launched two new online platforms under the MySBA banner: one for an owner to apply for and verify veteran and service-disabled veteran business certification and another for those who received pandemic aid and have SBA-backed loans, providing transparency on processing, account details and communication. These MySBA digital experiences have continued – and will continue – to evolve with better access and usability and new enhancements in response to customer feedback and expressed needs.

Join this session to learn how the SBA is working to understand customers’ needs, sharing insights, and testing new approaches to deliver for you as it evolves to the agency of the future.

Cosponsorship Authorization # 24-1-C. SBA’s participation in this Cosponsored Activity is not an endorsement of the views, opinions, products or services of any Cosponsor or other person or entity. All SBA programs and services are extended to the public on a nondiscriminatory basis.