In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services.

From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simpler, and more transparent online experiences.

Highlights from the episode:

• Building the foundation: How DAP unified fragmented web analytics and gave agencies consistent, actionable insights for the first time.
• Scaling impact: With limited resources, Marina’s team brought Google Analytics to 6,000 federal websites, creating the largest GA account in the world.
• Driving transparency: The launch of analytics.usa.gov gave the public access to real-time government web traffic, turning data into a model for open government.
• Insights that matter: From USPS tracking to NASA’s data portals, DAP revealed what citizens value most and helped agencies prioritize improvements.
• A new chapter: As Director of Digital Solutions at TechSur Solutions, Marina continues helping agencies harness data, AI, and cloud to deliver better digital experiences.

Why it matters:
Marina’s story is a masterclass in leading digital transformation through collaboration, community-building, and data-driven design. Her work reminds us that when government embraces analytics, it doesn’t just measure success, it creates it.

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, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).

Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.

The conversation explores how SHEP:

• Uses surveys to capture veterans’ experiences across all types of care
• Analyzes data to highlight what’s working well and pinpoint opportunities for improvement
• Leverages automation and monthly reports to deliver fast, actionable insights

They also share what’s ahead for the program, including:

• Enabling veterans to complete surveys directly from their phones
• Comparing VA care to community care to better understand the full patient journey
• Exploring AI and natural language processing for deeper analysis
• Providing training to staff on turning feedback into meaningful action

At its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.

Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!

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 Loree Levy, Deputy Director of California’s Employment Development Department (EDD), to talk about their shared passion for transforming how the public experiences government services.

With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she’s carried into leadership. Together, they explore how EDD has embraced customer experience practices through modernization efforts that include:

• establishing a dedicated customer experience division
• simplifying application processes for unemployment and disability insurance
• implementing technologies like chatbots to improve access and responsiveness

Loree emphasizes the importance of an enterprise-wide, customer-centric approach that bridges communications and IT while breaking down silos across departments. She highlights how leadership, community practices, and ongoing collaboration are essential to creating better public service experiences.

This thoughtful conversation offers valuable insights into the challenges and opportunities of bringing CX into state government at scale.

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