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:

• 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 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