Powering PMA Goals: Customer Experience

When you think of positive and proactive customer service, do government agencies come to mind? President Biden’s Management Agenda aims to make every interaction our citizenry has with federal agencies an opportunity to deliver the explicit needs that individuals and communities need to thrive. It challenges federal leadership to move beyond antiquated and inequitable processes, and redesign service models with an “Outside-In” approach that reduces the customer burden and places the individual at the center of planning. Federal agencies can achieve these ambitious goals by leveraging next-gen IT platforms that digitize key services, automate redundant processes, and optimize how Americans access key resources across multiple organizations. In this program we explore the challenges and opportunities to transform how citizens interact with federal agencies and meet or exceed PMA customer experience goals.

Appearing on this program with Mimi Geerges, Government Matters Thought Leadership Network:

Jonathan Alboum, Federal CTO, ServiceNow
Jamie Holcombe, Chief Information Officer, U.S. Patent and Trademark Office
Dana Chisnell, Acting Executive Director for Customer Experience, DHS
Gundeep Ahluwalia, Chief Information Officer, U.S. Department of Labor