Creditable specialized experience includes: GS-12: Performing studies to determine requirements from a functional IT standpoint (such studies normally involve all or most of the following duties: Extensive fact-finding, site visits to observe actual work processes, requirements analysis, system design, consultation with IT and subject-matter experts in the MILDEPs and other Agencies, simulation studies, benchmark testing, trend analysis, cost/benefit analysis). Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.