In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss from the U.S. Office of Personnel Management—recipient of the 2025 Service to the Citizen Award—to unpack the complexities of HR IT modernization in the federal government.

Steve shares candid insights into the inefficiencies of the current HR IT ecosystem and underscores the urgent need for improved coordination, data interoperability, and shared services to streamline operations and cut costs. He also explores forward-looking solutions such as pooled hiring across agencies and the collaborative efforts underway with major federal agencies and the Office of Management and Budget (OMB) to advance modernization and elevate the customer experience.

But the conversation goes beyond IT. They dive into the broader challenges surrounding federal hiring, agency funding for modernization initiatives, and the critical role of stakeholder engagement in driving lasting change. They discuss the funding barriers many agencies face, the strategic support OPM offers—including the use of the Technology Modernization Fund—and the importance of conducting a comprehensive inventory of federal contact centers.

Together, they explore what it takes to lead through complexity, emphasizing the value of strong governance, smart incentive structures, and the impact of the recently enacted Government Service Delivery Improvement Act in shaping a more responsive and citizen-centered government.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

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  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, we spoke to Alexis Bonnell, the Chief Information Officer of the Air Force Research Laboratory, to explore her inspiring journey from her early career in tech to becoming a leader in government innovation. Alexis shares how empathy, curiosity, and clarity have been her guiding principles for driving change and fostering innovation within complex organizations. Alexis was a 2024 Service to the Citizen Award Winner.

We delve into the challenges of implementing artificial intelligence, not just as a tool for efficiency but as a way to empower teams and elevate their work. Alexis walks us through a fascinating four-stage process to help people adapt to AI, from the initial "Tada!" moment of excitement to the "Ho-hum" stage of seamless integration.

Listeners will learn about the importance of recognizing contributions in teams, the power of positive reinforcement, and Alexis's unique practice of gifting custom shoes to women in government as a token of appreciation for their hard work.

The episode also highlights the innovative strategies Alexis is employing to tackle inefficiencies in government processes. From conducting "toil tours" to identify and eliminate waste, to promoting a bold "kill bonus" initiative that rewards stopping unnecessary tasks, Alexis shares actionable insights on creating a culture of progress over activity.

Finally, we discuss the human side of AI and change management, exploring how leaders can build trust, empower risk-takers, and shift organizational mindsets from critics to champions.

Key Takeaways:

• How empathy and curiosity fuel innovation in government.
• The four stages of adapting to AI and its potential to revolutionize work.
• Strategies for eliminating inefficiencies and fostering a culture of action.
• Recognizing and rewarding team contributions to drive morale and impact.

Stay tuned for a thought-provoking discussion that bridges the gap between technology, people, and purpose.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Department of Homeland Security and 2024 Service to the Citizen Award winner.

We explored the efforts that USCIS has made in improving public service delivery through a series of customer experience (CX) enhancements. USCIS recognized the importance of providing a modern, user-friendly experience for customers navigating the immigration journey. This commitment led to the implementation of innovative self-service tools aimed at resolving common inquiries and improving accessibility.

Vashon described their key achievements which included:

• Text Ahead Feature which was introduced to notify customers before contacting them, reducing missed calls and improving communication efficiency.
• Online Change of Address Tool which simplified the process of updating addresses across USCIS systems, significantly reducing manual requests and saving operational costs.
• Appointment Web Form which enabled customers to request and reschedule appointments online, reducing wait times and administrative burdens.
• myProgress Tool which provides personalized case status information, accessed over 250,000 times daily, enhancing transparency and reducing the need for phone inquiries.
• Digital Transformation of H-1B Program which digitized the entire lifecycle of H-1B applications, streamlining processes for stakeholders and improving collaboration.

These improvements have collectively enhanced efficiency, reduced customer frustrations, and provided a more consistent and responsive service experience.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences.

She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain insights into the challenges of managing a website with over 3 billion annual views, the creative use of personas like "Leslie," and the power of collaboration in driving meaningful change. This episode is a must-listen for anyone passionate about CX innovation and the future of government services!

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency’s mission and address the needs of its customers.”

To set the stage, we provide a brief overview of CX’s evolution in government over the past two administrations and discuss expectations for its future trajectory.

Our guests include:

• Dan Barrett, Guidehouse
• Lee Becker, Medallia
• Amanda Chavez, NuAxis
• MaryAnn Monroe, Maximus Federal Services
• Mary Schwarz, ICF

Tune in to gain insights on:

• The maturity of CX within the federal government
• Challenges and successes in implementing CX strategies
• Governance structures that support CX initiatives
• The intersection of Customer Experience (CX), Digital Experience (DX), and Employee Experience (EX)

We also share actionable recommendations for the next administration to continue advancing the quality of government services for American citizens.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:

• Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)
• Nikki French, Customer Experience Branch Manager, TSA/DHS
• Simchah Suveyke-Bogin, Chief Customer Experience Officer, USDA
• Keith Thurston, Board of Advisors, PSLA

Federal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can’t complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help.

Key Topics Discussed:

• GSA's Contact Center Center of Excellence: Insights on its mission, impact, and key lessons learned from its projects.
• Essential Technologies: A look at the technologies that enable more efficient, effective contact center operations.
• Addressing Common Challenges: How agencies tackle workforce challenges, attrition, and the need for flexible scheduling.
• Consolidation and Knowledge Base Benefits: The advantages of a unified contact center and knowledge base in delivering consistent answers across all communication channels.
• Data-Driven Improvements: How contact centers leverage data to enhance the customer experience.

As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever.

This episode is sponsored by Senture.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris interviews three former senior federal executives who have led during presidential transitions. They discuss the ongoing emphasis on customer service and experience over the years, highlighting advancements made in the last two administrations. However, challenges remain, as not all agency personnel fully embrace the concept of customer experience, which ultimately revolves around effective mission delivery. As we approach the election and the subsequent transition, the conversation emphasizes the importance of managing this uncertain period, especially in relation to national security.

In this episode, Martha talked to:

• Greg Giddens, Partner, Potomac Ridge Consulting, formerly the Chief Procurement Officer at the Department of Veterans Affairs and many other federal agencies
• Tim Horne, Executive Vice President, Boyd Watterson Asset Management, formerly Acting Administrator, GSA as well as other positions at GSA; Federal Lead for two Presidential Transitions
• Jim Williams, President, Jim Williams Consulting, LLC and formerly Acting Administrator and Commissioner of the Federal Acquisition Service at GSA

Political appointees and career public servants must collaborate closely to fulfill the government’s mission and the goals of each administration. Their interdependence is crucial. During the discussion, it was highlighted that customer experience principles can be applied to the transition process. Key topics covered include:

• The transition process steps, from pre-election through the inauguration
• Guidance for career public servants on preparing for an upcoming election and transition
• Strategies for managing staff as they transition from one administration to onboarding the new one
• Clarifying misconceptions about the transition process
• Proven practices from past transitions that can be beneficial.

Whether you are a career public servant, political appointees or contracts, there will be something that you learn to make this process simple, seamless and gracious.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

In the latest episode of The CX Tipping Point, Martha Dorris interviews Dr. Isabel Kozak, Nurse Practitioner and Assistant Chief of Staff for Community Medicine at the Phoenix VA Health Care System, and Diana Gregory, CEO of Diana Gregory Outreach Services. They discuss their collaborative initiative, "Veggies for Vets," which delivers fresh fruits and vegetables to veterans facing food insecurity.

The program began with transitional housing veterans in food deserts and has expanded to serve veterans at various locations including USVets, the 32nd Street clinic, and the main VA hospital. Since 2017, "Veggies for Vets" has provided over 18,000 veterans with free produce, supported by corporate sponsorships and community donations. This initiative not only supports local farms but also bridges gaps between government and industry.

In this episode, Dr. Kozak and Diana Gregory reveal:

• The origins of "Veggies for Vets" and how it was developed through a leadership program.
• Tips for replicating this successful model in other regions.
• Insights on managing a volunteer-driven program.
• The positive impact of the program on veterans’ health and satisfaction.

This conversation is a testament to how dedication and collaboration can drive meaningful change.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form